Fiona Willer, Senior Research Assistant, UQ Business School, The University of Queensland (left)
Janet R. McColl-Kennedy, Professor of Marketing, UQ Business School, The University of Queensland (right)
Digital technology has huge potential to improve how general practice (GP) clinics operate, but it can also influence how patients experience nursing care.
Our four-phase study has explored how GP clinics can enhance their performance without losing the vital human connections that underpin effective healthcare. Recently, we investigated the patient experience in relation to primary health care nurses, and it is these preliminary findings that we are pleased to share with you here.
With support from the Australian Research Council, The University of Queensland, The University of Cambridge, the Australian Association of Practice Management, Inala Primary Care, Prestantia Health and APNA, we’re developing a self-assessment tool and a digital transformation guide to help clinics strengthen both their tech capability and their relationships with patients and staff.
During Phase 1 of our study, we interviewed patients who had visited their GP clinic during the previous 6 months. Thirty-four patients from diverse backgrounds shared their experiences with digital systems in general practice, their attitudes towards digital technology use and their feelings of connectedness with their GP clinic, staff and clinicians. Many mentioned nurses and nursing care during their interviews. Some of our team also spent time observing health care and administrative practices in clinics in New South Wales and Queensland, which added further context. Thematic analysis revealed key drivers that influence how patients engage with their clinic, and what makes them feel connected or disconnected.
We found that patients encounter a range of digital technologies throughout their experience with a GP clinic. The digital appointment-booking system is often the ‘face’ of the clinic, whether it is via an app or a website, and sets the tone for the whole experience. From there, patients interact with various health management tools from electronic prescriptions and referrals, through both commercial systems and online government platforms, such as My Health Record. These systems require a certain level of digital literacy, especially when patients need to retrieve eScripts or wish to view their medical information.
During consultations, digital technology plays a supporting role from the patient’s perspective, via the GP’s use of online resources, AI transcription and telehealth (phone and/or video platforms). Clinics also use direct communication tools, such as SMS and email, for recalls, reminders, and test result notifications.
Finally, there is a growing presence of health-monitoring technologies, including devices provided by clinics (such as Holter monitors) and those brought in by patients themselves, for example, smartwatches, continuous glucose monitors, and other personal health tech. These tools are becoming part of the clinical conversation, with patients hoping their GPs, nurses and allied health professionals will engage enthusiastically with the data they are collecting.
To help visualise how digital technology and human connection interact in general practice, we’ve developed a Tech vs Touch Matrix (Table 1). This framework categorises care into four zones based on levels of technological integration and relational engagement. The Ideal Zone (high tech, high touch) represents the best of both worlds and is an aspirational goal for primary health care nursing. In this category, nurses use technology to enhance relationships, systems are intuitive and personalised, and patients feel they are known and supported. Importantly, there are safeguards in place for when systems fail, ensuring continuity of care.
The other zones reflect current realities: the low tech, high touch category, the Traditional Comfort Zone, represents traditional nursing practice, where relational care is strong but digital systems are underused. The high tech, low touch category is what we call the Detached Zone, where rapid tech adoption has sometimes led to impersonal, frustrating experiences for patients. Finally, the low tech, low touch category (the Inefficient Zone) signals fragmented, outdated care where both connection and technology are lacking.
The matrix offers a practical tool for nurses and clinics to assess where they sit, identify areas for improvement, and advocate for systems that support both efficiency and empathy.
By listening to the experiences and preferences of today’s GP clinic patients, we also identified eight key insights to guide nurses working in primary health care as digital technologies become more embedded in care (Table 2). These insights respond directly to patients’ comments about what draws them towards or pushes them away from digital systems. For example, patients valued warmth and empathy, even in digital formats, so Insight 1 encourages nurses to humanise digital interactions. Using names, context and personalised follow-ups helps maintain connection and trust, even when communication happens via text or telehealth. Building continuity is also crucial (Insight 2). Patients felt more confident and empowered when they had consistent relationships with their care team, including nurses. Assigning patients to specific nurses, where possible, and introducing staff formally can help foster that sense of familiarity.
Enhancing digital literacy (Insight 3) and supporting patient autonomy (Insight 4) are also central themes. Patients appreciated technology that was flexible, intuitive and respectful of their preferences, but they also expressed frustration when systems were difficult to use or when they felt left to troubleshoot alone. Nurses are well placed to offer gentle, human-led training and to advocate for usable, inclusive technology that works for diverse needs (Insight 5). Preparing for system failures (Insight 6), demonstrating the value of technology (Insight 7) and embracing expanded roles in digital care (Insight 8) round out the insights. These actions help address patient fears around data loss and impersonal care, while reinforcing the nurse’s role as a trusted guide through both clinical and digital landscapes. Together, these eight insights offer a practical roadmap for nurses to lead with empathy, advocate for better systems, and ensure that digital transformation strengthens human connection in primary health care.
Primary health care nurses are central to shaping how digital transformation unfolds in general practice. As our research shows, patients are already engaging with a wide range of technologies, from booking systems to biometric devices, but care and connection are undermined if only data management dominates. Nurses can play a key role in educating patients, troubleshooting systems, and advocating for better design.
For educators, it is time to integrate digital empathy into nurse training by teaching communication skills for tech-mediated interactions, not just face-to-face interactions. Nurses need to be confident using and explaining digital tools, so training should include hands-on experience with cutting-edge technologies. Education should also prepare nurses to support patients with varying levels of tech access and literacy and promote adaptability to evolving care models.
For policymakers, the priority is to design for human connection; digital tools must support, not replace, meaningful interaction. Continuity of care needs to be supported through staffing models that promote long-term relationships. Technologies should be evaluated not just for financial return, but for how well they serve patients and enhance care. The patient experience must be a part of the value equation.
Content from this article was presented at APNA’s Festival of Nursing in Brisbane, July 2025. For more information contact Fiona Willer (f.willer@uq.edu.au) or Janet McColl-Kennedy (j.mccoll-kennedy@business.uq.edu.au).
Table 1. GP clinic Tech vs Touch Matrix for nurses
|
|
High Tech |
Low Tech |
|
High Touch |
Ideal Zone Digitally enabled, empathetic care
Nurse role: Digital literacy, empathy, continuity |
Traditional Comfort Zone Familiar, relational care
Nurse role: Relationship-building, continuity, in-person care |
|
Low Touch |
Detached Zone Impersonal digital care
Nurse role: Advocate for human-centred tech design, support digital literacy |
Inefficient Zone Disconnected, outdated care
Nurse role: Bridge gaps, validate patient contributions, support transitions |
Table 2. Eight practical insights for nurses in digitally enabled primary health care settings
|
1. Humanise digital interactions |
2. Build continuity and trust |
3. Enhance digital literacy |
4. Support patient autonomy |
|
Use patients’ names and context in messages. Avoid generic or transactional communication. Offer warmth and empathy even in digital formats (e.g., follow-up texts or telehealth check-ins). |
Foster long-term relationships with patients to reduce feelings of impersonality. Minimise staff turnover or introduce nurses formally to patients. Assign patients to specific nurses where possible to build familiarity. |
Provide gentle, human-led training for patients unfamiliar with new systems (e.g., eScripts, apps). Offer reassurance and guidance during transitions to new technologies. Be available to troubleshoot or explain digital processes. |
Encourage patients to personalise their digital experience (e.g., opt-out options, accessibility features). Validate and incorporate patient-managed health records. Respect patient preferences for communication and care formats. |
|
5. Advocate for usable, inclusive tech |
6. Prepare for system failures |
7. Demonstrate value of technology |
8. Embrace expanded roles |
|
Give feedback to clinic managers or developers about usability issues (e.g., small text/buttons). Ensure systems are intuitive and accessible for diverse patient needs. Push for personalisation features that reduce cognitive load and increase comfort. |
Maintain hybrid documentation systems (digital + paper). Know protocols for tech outages and reassure patients about data safety. Educate patients on how their data is protected and who can access it. |
Clearly explain how digital tools benefit patients (e.g., faster results, easier scheduling). Avoid ‘tech for tech’s sake’ by always linking tools to improved outcomes or experiences. Use patient feedback to refine digital practices and advocate for meaningful innovation. |
Take on diagnostic and coordination tasks using digital tools (e.g., nurse-led remote assessments). Facilitate specialist access through tech-enabled workflows. Be visible in telehealth and digital care models to maintain comprehensive care. |
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