# A systemic longitudinal case study of the eMed GP at hand digital first primary care model

## TL;DR

This case study explores how a digital-first healthcare model in the UK improved access for some but failed to support vulnerable groups, highlighting challenges in integrating digital care with traditional systems.

## Contribution

The study provides a critical longitudinal analysis of a digital-first primary care model's evolution and its impact on healthcare equity.

## Key findings

- Digital-first care improved access for younger, healthier populations but failed to serve vulnerable groups effectively.
- The model faced systemic challenges including business model limitations and regulatory gaps in digital health oversight.

## Abstract

The shift toward digital-first healthcare models presents both opportunities and challenges for health systems worldwide. This case study critically examines the evolution of eMed GP at Hand (formerly Babylon GP at Hand) within the NHS, tracing its journey from an innovative digital provider to the largest GP practice in England, and ultimately, its downsizing. By bringing together an analysis of reviews, media coverage, and existing research, the study evaluates the model’s impact on accessibility, continuity of care, and health inequalities. Findings reveal that while the digital-first approach improved access for younger, healthier populations, it inadequately served vulnerable groups, such as the elderly and those with complex conditions. The study also highlights systemic challenges, such as limitations in Babylon’s business model, regulatory gaps in digital health oversight, and the complexities of integrating private sector innovation within public healthcare systems. These insights emphasise the necessity for robust regulation, tailored digital solutions, and a complementary relationship between digital and traditional care models to ensure sustainable and equitable healthcare delivery.