Understanding Digital Healthcare Access in Devon, Plymouth and Torbay
We have published a new insight report exploring how people across Devon, Plymouth and Torbay access healthcare through digital systems, including GP online services, hospital portals and the NHS App.
CLICK HERE TO DOWNLOAD THE REPORT
The report looks at how these systems are experienced in practice and highlights the growing complexity patients face when navigating multiple platforms, communication routes and service processes. It draws on local data, system mapping and lived experience to provide a clear picture of how digital access is currently working across the area.
While digital tools can improve convenience and access for many people, the findings show that the current landscape can also create confusion, duplication and barriers – particularly for those managing multiple conditions, caring responsibilities or limited digital access.
This report brings together:
- Local NHS data on digital usage, including uptake of the NHS App
- A mapping of GP and hospital digital systems across Devon
- Case studies illustrating real patient journeys
- Healthwatch feedback collected between 2020 and 2025
The case studies are designed to show how different systems interact in practice. They are illustrative of common experiences and reflect how patients may move between platforms depending on where they live and which services they use.
Note: MY CARE is the local name for the Epic patient portal (also known as MyChart). References to MyChart within case study diagrams reflect system naming at the time but refer to the same platform.
Key findings
The report identifies several consistent themes across the system:
Multiple platforms create complexity
Patients are often required to use several different apps and portals, including the NHS App, GP systems such as SystmOnline or Patient Access, online triage tools, and hospital portals such as MY CARE. This can make it difficult to know which platform to use and when.
Communication is fragmented
Information is shared through a mix of SMS, app notifications, emails and letters. This can lead to missed messages, duplicated information or uncertainty about where important updates will appear.
Access varies by location and service
Different GP practices and hospital trusts use different systems, meaning experiences can vary significantly depending on where someone lives or which services they access.
Digital systems don’t always join up
Patients may need to repeat information or manage separate accounts across services. There is no single, consistent route for accessing care or viewing information.
Digital exclusion remains a risk
People without access to devices, data, digital skills or confidence can face additional barriers. In some cases, digital routes are perceived as the quickest or only way to access care.
Important context
The report reflects a system that is continuing to evolve.
Patient-facing platforms are currently being used for different purposes across organisations. For example, some tools – such as Patient Hub – are used for specific functions like managing outpatient referrals or waiting list validation, rather than acting as full patient portals.
In addition, the planned Devon-wide Electronic Patient Record (EPR) for hospital services, expected from 2026, aims to introduce a more unified approach to patient information and access, including wider use of the MY CARE portal. This may help to reduce some of the fragmentation identified in this report over time.
Recommendations
The report highlights opportunities for system partners to improve how digital healthcare works for patients:
- Simplify and align digital access across services where possible
- Improve clarity around which platforms patients should use
- Strengthen communication so patients receive consistent, timely information
- Ensure non-digital alternatives remain available and accessible
- Support people who may be digitally excluded
These recommendations are intended to support a more joined-up, accessible and patient-centred approach to digital healthcare.
Next steps
The findings have been shared with NHS and system partners across Devon, Plymouth and Torbay to support ongoing work to improve digital access and patient experience.
Healthwatch will continue to gather feedback from local people to understand how changes to digital systems are experienced in practice.
