A healthcare watchdog says digital consultations adopted during the pandemic could make it more difficult for patients to access care.

The Board of CHCs, which represents the collective voice of the 7 CHCs in Wales including Powys, says that while telephone and video call appointments and online booking systems have helped people to access care during the past 18 months, further work needs to take place to ensure patients aren't being left behind.

In a report detailing feedback gathered from a patient survey across Wales, the CHCs say people’s experiences of getting NHS care using digital technology during the pandemic are "varying".

"The pandemic has changed us all and changed the world we live in. Over time, some things may go back to the ways we were used to and were comfortable with, but not everything will," said John Pearce, Chair of the Board of Community Health Councils in Wales.

"We know that the NHS was not consistently using a wide range of different communication systems before the pandemic. Putting these in place, very quickly, during a pandemic, has been a challenge and there have been some significant issues to overcome.

"Despite this, new ways of working have in many instances been well received. While further work needs to take place to make this effective for more people, the continuation and any further expansion in these systems needs to be built on what people have to say about their experiences so far.”

Many respondents to the CHC’s survey stated that using digital technology, such as telephone GP consultations, video call appointments, and booking appointments online, has aided them in accessing suitable NHS care when it was needed. However, some people, who are often considered to be the most vulnerable, have revealed such practises have become yet another hurdle to overcome.

The CHC’s believes that feedback illustrates that not all change is an improvement for everyone. It is warning that health and care services need to make sure that change is not forced upon people, leaving them alienated from the care they need when they are feeling most vulnerable.

"Our survey shows that some people are already worried that they may be left behind, unable to get the care they need if technology becomes the only way of doing things," added Mr Pearce.

"Welsh Government and care providers must accept that some will want to carry on having appointments they consider best meets their needs in the ways that they are used to and don’t want to feel forced to change.

"It’s essential that people are reassured that when they need to, they will still be able to sit down with a real person in a room rather than using a phone, screen or camera."