which can leave a gap around some of the health concerns people are managing day to day.
That is why we have a broad ecosystem of services to include areas such as physiotherapy, nutrition and menopause support alongside GP and mental health services. If we want to support people’ s health effectively, we need to look beyond acute care and consider the issues that can affect them every day.
Q. HAVE YOU NOTICED CHANGES IN HOW PATIENTS CHOOSE TO ACCESS CARE?
» The clearest change is that the app has become the main way people come to us, rather than the phone.
Healthcare has historically been slower than many other consumer – facing industries to prioritise user experience. That gap is now closing, and behaviour is following it.
We deliberately design our journey around the kind of booking experiences people are used to elsewhere rather than around traditional healthcare processes, and it is consistently one of the things patients give us the most positive feedback on.
What people prioritise is speed, with the majority booking the first available appointment. That tells you that when something is worrying or bothering someone about their health, they value getting advice
92 October 2026