Devon's NHS systems remain 'fragmented' warns independent report - ahead of first of its kind digital roll out
Healthwatch has been assessing digital services across Devon's healthcare system, months before the different hospital systems are due to be joined together
There's a warning the NHS digital services here are 'fragmented' and causing confusion.
The independent 'Healthwatch' report is calling for all services to work better together - and say it welcomes and will closely monitor the first-of-its kind roll-out of systems across Devon which is due to be completed in the Summer.
Healthwatch say its 'findings and recommendations for a more joined-up and patient-centred approach to digital healthcare' aims to support ongoing work across Devon's healthcare system.
What did the healthwatch report find?
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 case
Where can I read more in detail about the Healthwatch report?
The full report can be found here
What is changing in Devon this Summer?
From tomorrow Devon moves a step closer to making history with the first fully-online joined-up electronic patient system. Torbay and South Devon's NHS will join a system with Exeter's NHS from Good Friday- before also Plymouth's NHS in July
Clinical and administrative teams have jointly designed the shared system to standardise delivery of care across Devon. Professor Adrian Harris, Chief Medical Officer (Digital and Research) for the Royal Devon and Senior Responsible Owner for the One Devon EPR Programme said: “This is quite simply one of the biggest changes to health care in Devon in a generation. The introduction of a single EPR across the county will see many benefits for years to come as more comprehensive data, provided in real-time, will support the delivery of improved patient outcomes, higher quality research and advanced service planning.”
What does Healthwatch say about the new system?
A spokesperson said: "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.
"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."
The added: "This (latest) report reflects a system that is continuing to evolve."
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