Retaining trust in the future of digital primary care

NEWS - eHealthNews.nz editor Rebecca McBeth 

It is critical to maintain strong patient-provider relationships as technology rapidly evolves, says Luke Bradford, president of the Royal New Zealand College of General Practitioners. 

“How do we deliver technologies and tools so that the patient feels supported in a relationship with their primary care provider as opposed to transacting with a machine and depersonalising care, which we know actually leads to worse outcomes and splintered care?” he asks.

Bradford will be speaking at Digital Health Week 2025 this November 24-27 in Ōtautahi Christchurch and says technology is essential to improve the current situation of disconnected care and lack of timely communications.

"We need to shift our systems so we can save time, but we must ensure we do not end up in a situation where the human element, the contact, and the trust are lost when it really matters" he says.

Bradford believes the implementation of change has to include rapid and open three-way sharing of information between primary and secondary care, and with patients.

"People think giving patients more access to their information increases our workload, but it actually decreases it," he says.

He wants to ensure tech developers and policymakers remember primary care's central position when rolling out new technologies.

"Around 90 percent of ongoing care happens in primary care: that is where patients spend most of their time," he notes.

"Let's move away from typing letters to each other for answers. We need to share this information smartly, not clog up everyone's inboxes with unnecessary stuff. It is about getting the right balance and pace.”

Bradford believes that artificial intelligence and other digital tools could streamline processes and improve patient care, but says AI raises many concerns about equity and continuity of care.

"AI is definitely at the forefront, but it hinges on two things: equity - how do we avoid creating a two-tier healthcare system or worse? And then, how do we apply the growing evidence that shows continuity of care is what really works?" he explains.

Bradford also believes the system need to do a much better job at training the workforce of the future, as it is not done properly at the moment.

“We train future clinicians with the tools in front of them, rather than the tools that are coming to them,” he says.

Register now to attend Digital Health Week 2025 and hear more from Luke Bradford and other inspiring healthcare leaders.

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