BACKGROUND
As the strain on the National Health Service worsens, the growing demand for health information, increasing consumer empowerment and health awareness, and the pervasiveness of smartphones and internet, are positioning online symptom checkers (OSCs) as tools for preliminary diagnosis and medical advice. Data on the demographics, motivations, and perspectives of current and potential users of OSCs living in the United Kingdom (UK) remains scarce, and no study has yet quantified or ranked the various factors associated with the use of OSCs.
OBJECTIVE
The aim of this study was to assess key trends and user perceptions on the usability and effectiveness of OSC. We also sought to identify concerns related to the privacy, security and accuracy of OSCs, and to quantify the weight of these various factors on the use of OSCs among community-dwelling adults in the UK.
METHODS
A cross-sectional survey of UK adults was conducted using an electronic questionnaire. A convenience sample was recruited between February and March 2024 through online platforms and personal networks. The survey included questions on awareness, use, perceptions and concerns regarding OSCs, as well as respondents’ demographics. Responses were pseudo-anonymised and analysed using univariable and multivariable logistic regression models to assess relationships between demographic factors, perceived usability, reliability and risks and OSC use.
RESULTS
The survey collected responses from 634 participants. The majority (85.7%) of participants had used OSCs, primarily the NHS 111 service (78.6%). Younger age (below 46 years old), being female (aOR=1.79, 95%CI 1.05 – 3.06) and having children (aOR= 3.19, 95%CI 1.56 - 6.51) were associated with higher odds of using OSCs. Key motivations for using OSCs included understanding symptoms (79.0%) and determining the need for medical care (77.4%). Key concerns negatively impacting use related to privacy (aOR=0.58) and fear of replacing traditional, face-to-face consultations (aOR=0.47). The most important factor found to affect the decision to use OSCs was the perceived ease of use (adjusted odds ratio [aOR]=8.17), followed by the perceived helpfulness in decision-making (aOR=2.96), and respondents’ trust in their diagnostic accuracy (aOR=2.24).
CONCLUSIONS
OSCs are widely used in the UK, particularly the NHS 111 service, driven primarily by ease of use and perceived helpfulness in decision support. However, privacy and security concerns, as well as fears of OSCs replacing traditional consultations, pose significant barriers. Addressing these concerns is crucial for enhancing user trust and maximizing the benefits of OSCs in supporting self-care and improving healthcare efficiency.
CLINICALTRIAL