This survey wants to find out about your views, knowledge and experience of using (or not) some of the digital ways to access health information including the NHS app*, GP practice online services^ and Patient Knows Best**. We also want to know what you think about the use of AI^^ (artificial intelligence) in healthcare.  
 
The survey is anonymous and should not take more than five minutes to complete.  
 
If you would like a hard copy of the survey or to talk to someone about your experiences, let us know: healthwatch@yorkcvs.org.uk or 01904 621133.  
 
Thank you for your time and feedback.  
 
Freepost: If you have a hard copy of the survey, please return it to:  
Healthwatch York 
FREEPOST RTEG-BLES-RRYJ 
15 Priory Street 
YO1 6ET  
 
*The NHS app is designed to give people a simple and secure way to access a range of NHS services from their smartphone, computer or tablet device. The same service is available in a web browser on the NHS website.  
 
^Most GP practices have an online for patients to use to access a range of services including ordering repeat prescriptions, seeing test results and patient notes. There are a number of different systems used by different GP practices, but in York it could be SystmOnline. This is different from the online form to report symptoms.  
 
**Patient Knows Best is used by York and Scarborough Teaching Hospitals NHS Foundation Trust. It is a place where information about your hospital appointments, treatment and healthcare can be shared.  
 
Badgernotes is used by York and Scarborough Teaching Hospitals NHS Foundation Trust. It us a platform that helps expectant parents to self-refer directly into the maternity service. They can also access their maternity records through a PC, tablet device or mobile phone. 
 
^^ For the purpose of this survey, AI refers to computer systems used to analyse data, support decisions, or automate tasks in healthcare. 

 

1. Who are you filling in this form for?

 

2. Have you heard of the following: 

Yes and I use itYes, but I don't want to use itI tried to use it, but don't nowSomeone else helps me to use itI don't use it, but I'd like toI don't want to use it / not applicableNot heard of it
NHS app 
GP online services (eg SystmOnline)
Patient Knows Best
Badgernotes (maternity)
Other health apps (eg Peppy, Calm, Apple Health) 
 

3. How often do you use the following: 

DailyWeeklyMonthlyWhen neededI don't use it
NHS app
GP online services (eg SystmOnline)
Patient Knows Best
Badgernotes (maternity)
Other health apps (eg Peppy, Calm, Apple Health) 
 

4. What do you use them for?  

I don't use itViewing my health information/recordViewing messages/information from the GP/hospital Booking and managing appointments  Ordering repeat prescriptions Looking at test results Accessing health information and advice 
NHS app
GP online services (eg SystmOnline)
Patient Knows Best
Badgernotes (maternity)
Other health apps (eg Peppy, Calm, Apple Health) 
 

5. Have you ever had a problem with any of these systems which stopped you from getting the care you needed?  

NoYes a few timesYes, a lotYes and I've stopped using it as a resultDon't knowNot applicable
NHS app
GP online services (eg SystmOnline)
Patient Knows Best
Badgernotes (maternity)
Other health apps (eg Peppy, Calm, Apple Health) 
 

6. If you don't use online systems or apps, why not? (Tick all that apply)

 

7. Would anything make using these digital services easier for you?  (Tick all that apply)

 

8. Have any of these systems made it easier for you to access healthcare or information about your health?  Please provide more information below

 

9. What is your preferred way to access health support? 

Preferred choiceHappy to use thisWould not use this
App 
Online meeting 
Face to face one to one 
Face to face groups 
Website 
Telephone 
Chat bot 
It depends on what I need 
 

10. Do you use digital technology for any other services?  (Tick all that apply)

 

11. Do you use AI (artificial intelligence)? Eg Chat GPT, Copilot, Claude, Deep Seek, Gemini etc 

Personal useFor work
Yes, I use it regularly  
Yes, I use it occasionally
I have used it once or twice 
I don’t use it but would like to try  
I don’t use it and don’t want to 
I don’t know what it is  
 

12. If you do use or have used AI, what have you used it for and did you find it helpful? 

 

13. Have you ever used technology to help diagnose your or a family member’s symptoms? 

 

14. Increasingly the NHS and social care services are using AI to support their work. How do you feel about that?  Please use the box below to tell us more. 

 

15. Are you aware of AI being used for your healthcare? If yes, how was it used?  

 

16. Which do you think should apply when AI is used in patient care? Tick all that apply

 

17. Are you happy for AI to be used for any of the following? 

YesNo
To help filter information when you call a healthcare setting (eg Chat bots or AI voice agents) 
Taking notes in meetings and consultations  
To help with triage (assess and prioritise) for symptom information and appointments 
As part of a symptom checker  
For scan, screening and test analysis 
To help with diagnoses   
In research and development of medication 
To create leaflets and information about conditions 
Helping to process complaints
I don't want AI to be used at all in healthcare
 

18. Is there anything you think AI should never be involved in in terms of healthcare?  

 

19. How would you feel about AI in healthcare if it could:  

Much happierA bit happierNo change in opinionStill unhappyI still don’t want it used
Reduce waiting times for diagnosis 
Reduce waiting times for test and scan results 
Reduce waiting times for treatment 
Reduce waiting times for GP appointments    
Deal with medication reviews  
Reduce NHS staffing issues
 

20. How confident are you that online and AI systems will keep your data secure? 

 

21. Would you consent to your health data being shared? Please tell us in the box below whether you feel differently if it is local or national organisations sharing your data. 

YesNoNot sure
For managing your health 
Across health and care 
Across health, care and the voluntary sector 
With research bodies 
With businesses 
 

22. Have you taken any steps to stop your health data being shared? (for example the GP data opt-out) If yes, what have you done? 

 

23. Is there anything else you want to tell us? For example, what would make you more confident in the NHS using AI? Or what are your concerns about AI in healthcare?