To be concerned about GPs new online booking services

I've experienced the online triage system once. I got a f2f quickly but couldn't get a word in edgeways with a DR I've never seen before who ignored me, constantly interrupted me and handed me a fit note for 3 months despite not asking for one.

Not the best experience, hard enough dealing with a chronic illness and something new happening he assumed it was chronic illness related it isn't so now stuck as put off going back to GP.

I can see how it works in practise but like everything it won't be suitable for everyone

Have a copy of the message from the GP with you when you have your appointment with the nurse practitioner. If she objects when you bring up your issue, point out it is a direct instruction from the GP, her boss.

It's difficult - I have had nothing but good experiences of our doctors online system since it came in, and have always gotten a call back and appropriate input.

I will caveat that with the fact that I've not had to discuss anything particularly complex, it's just been a case of getting appointments booked or anti-biotic prescriptions etc and it is great that they will accept photos for some things now and prescribe from those if they can.

Often with the old call system, if you didn't call until after 9, you were just told to call back the next day.

There have been a couple of MH related issues for various family members and they have been dealt with quickly with return phone calls and same day appointments.

I also like the fact that we seem to get referred to an appropriate professional which is not always the GP. I often think the nurse practitioners are much better as a first point of call for a lot of things than a GP and I often prefer to see an NP even if they then have to consult with the GP for prescriptions or meds.

Pharmacy First service is great as well and I wish they would expand it further - since it has been introduced, I've found the pharmacists a lot more helpful than GPs have been previously for similar conditions.

I can understand that for more complex issues it might not be right - however, our GP is constantly refining the online system, so I think they will keep iterating it based on feedback so that it gets better.

My experience of e-consults and follow up has been very good over the last few years. Any system is only as good as the practice providing it and I am lucky that my GP practice is excellent.
I accept that some elderly people might find it challenging, but, we have had 20 years to get to grips with basic use of the internet.
I have a friend who is a complete technophobe and I have spent years trying to help her and show her very simple basic skills. TBH I have lost patience with her.
I and my friends are all around 70 years of age and we are all perfectly competent with basic IT skills. We had to get on and learn because our employment depended on it.
There needs to be some back up for people who cannot/ will not use technology, but generally I think used correctly, it makes everything more efficient.

I hear you, but in a situation where most GP services are massively overstretched they have to do something to try and cope with the madness of it all.

It is random at my surgery if you manage to get an appointment by calling at 8am - how is that any more fair than an online booking service?

People who are using a lot of gp resources and want to discuss multiple issues cause delays which impact other patients. Everyone can benefit from being triaged first by a NP in marginal cases, who can “gatekeep” access to the GP and often very knowledgeable.

If there’s not the money to give every patient a premium service, do you think it’s fair for people to have to phone up and just hope they get to the front of the queue? I’d rather that the practice can see online all the requests for appointments and give the most urgent-seeming cases the access to the gp.

It’s imperfect of course but unless we all want to spend a lot more on tax we had better put up with it.

As someone ND, I love our online booking system. No need to try to call and interact with a busy receptionist explaining issues - so much easier to do that in writing, and even if there is a phone call triage they can then see what you wrote so it’s an easier call.

We’ve had it for years at our GP. Works really well. Twice when I was ill I had a phone call within a couple of hours and was brought in for a f2f after.
For routine stuff it also works as they get back to you within a day or so with an appropriate response.
Much better than desperately trying to get an appointment by phoning in when it’s basically 1st to get on the phone line takes all the spots even if there are sicker people waiting in the queue. I much prefer it.

If you need a FTF you’ll get one though. There’s such a culture of demanding FTF, but 9 times out of 10 it only needs a call.

My GP surgery has used e consults for over 5 years now - its absolutely brilliant.

Ive got 3 DC & I get to complete the e-consult at a time that suit me (which is never 8am) and they get back to me within 2 days with next steps. Often this is a text request for photos, or more info, we've had a few video appts & also been called into the surgery to see someone (not always a GP). It is so much better.

Its very rare for one of us to need a f2f appt now but if you do after the initial telephone or video appt they will book that in for you. I cant fault it. It has saved me so much time & in my experience all my families medical issues have been treated so much quicker than trying to see a gp for a needless f2f appt that could be 3 months away as they are so busy.

Give it a go - if you need a f2f after the telephone appt then they will book it in for you.

This is why A&E's are getting drop in's from so many if there isn't a walk in clinic any more. My friend has severe liver issues, got bloods back showing everything is off the scale and has been for months. GP arranged a phone consultation in 2 weeks time. She went to A&E and they've made her GP make an urgent referral.

I personally think gender based healthcare is the way forward. Most of my friends spend years seeing a male GP with the same issues then are amazed when they get a female GP who comes up with the actual root cause and medicates them properly. All those hours wasted, money wasted, medication taken that wasn't needed... It simply can't continue.

Yeah, in theory this new system sounds like it'll be really helpful and I hope it will, but I can't help wondering if it's all going to pan out as well as they're claiming. It also won't help those who can't get online as pps have said.

Ours are horrendous at doing that. Hugely patronising and impatient, so many elderly people I know who are struggling with it. It doesn’t sort the need for face to face appointments to discuss issues for those that struggle on the phone and online.

Which is why you can also phone your surgery and they’ll go through the form with you.

No because you can say a lot more in conversation and some won’t be able to write what they want to say.

Many elderly struggle with being online and it’s important that ND people have face to face, many struggle with phones.

But that will be the same whether they’re speaking on the phone or online. The online system works better.

Not if I say so l,it’s reality. The elderly and ND can often underplay quite serious conditions. There are others who exaggerate and pop in vocab that will get a reaction.

Our practice has just started with this and in principal it sounds an amazing idea until you try and use it! I filled out the form and it told me I needed a FTF appointment with the doctor, click this link to make an appt. When clicked, the link said there were no appointments left and to try again tomorrow which I did - for a week and then the link became invalid so I gave up. Which I guess solves a problem as they now have a free appt for someone with more patience

If you say so. The GP isn’t working against people here.

And people do this in different ways as people have differing skills as regards communication.

Some will know the key words to include that will get a reaction.

This just isn’t true.

You just need to be able to accurately describe your health condition. I did less than 100 words on my form I just submitted, and I have a call this afternoon - which makes sense.

Those that are more adept at phrasing towards getting a face to face are going to be more likely to get one. Groups such as ESL, ND or those that struggle with basic literacy are going to be disadvantaged.

How?

you just need to be detailed in what you say. I’ve had plenty of face to face appointments using the online service.

Just get back to them and explain that you want a face to face . Our GP started online triage ages ago and it works well , I always request f2f and on the odd occasion they ignore it I just get back to them and they change it for me .