Page 2 | Online GP systems do not stop the 8 am scramble, do not facilitate a GP call back or enable more serious patients to speak to a doctor

H8484peful · 2025-10-01T06:45:30+00:00

So we have had the new online system for some time and I’m amazed at what the government are promising with its rollout everywhere. At our GP it opens when many are commuting and closes during the afternoon and also at any given time for the rest of the day when it’s “ overwhelmed”. It’s hugely difficult to get in the queue if you don’t have constant access to your phone during the day and hugely difficult to get appointments if you’re not in the queue early. The receptionist now refuses to do anything as regards appointments other than talk you through the form( obviously only when it’s open which it often isn’t). The triage system sends everybody with med queries to the pharmacy regardless of what the query is. They then decide if you can access a doctor for your query. I recently had to argue for a doctor to look at a medication suggested by the hospital for me to get from my GP that came with no details as to dosage or time frame. I was already on another medication. Said GP said I’d done the right thing to push for a GP to look at it. It took some time and a lot of calls discussing my personal details to get this with staff consistently saying computer says no, it’s not how the new system works. Appointments are often weeks in advance for a GP and you’re triaged off to less qualified staff for most things. You have zero say re appointments even if you put times on the form. They ignore it and you then get something unworkable and you have to submit another form if you want an alternative time. Paperwork and referrals are often lost in the system. You absolutely can’t ring and request a GP call back. It’s a GP rated as Good. The elderly, busy and vulnerable are going to put at huge risk and patients absolutely aren’t going to be getting what the government is promising. How on earth is the government not aware of this?

Askingforafriendtoday · 02/10/2025 22:02

Pliudev · 02/10/2025 19:46

Love the idea that troublesome, sick people demand face to face appointments when they don't need them. My DH hasn't seen an oncologist (or a gp for that matter) for over 3 years. They just ring up and ask how he is and he tells them he's fine. Well, he would wouldn’t he ? Because he's a man. He also has dementia but that's another issue and he hasn't seen a doctor for that either in years.

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Are you replying to me? I haven't said anything about troublesome sick patients demanding face to face appts🤔

Askingforafriendtoday · 02/10/2025 21:57

H8484peful · 02/10/2025 20:11

What are you using the phone call system for?

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I don't use it to request an appointment, online works perfectly for that. It's more often checking things for my husband, have signed the data protection thingy. This is because he's much older than me, has numerous health conditions and is hard of hearing. So I just select the number for reception, or for the pharmacist...you're directed to those after 1 ring...it's kind of magic since the Patches system was introduced a few years ago, now systmonline

lindyloo57 · 02/10/2025 21:06

My online doctors system doesn't work at all I tried it and even the 18 weeks appointments there wasn't any, I can't get a appointment when I ring at 8am on the dot I get through it says you are 15 in the queue and then they are all gone, I don't know how people get through as you can't ring before 8pm

WonderingWanda · 02/10/2025 20:24

We have had the online system for a while and I hate it. If you try for an appointment any time after about 9 am it tells you that for the wellbeing of staff and safety of patients there will be no more bookable appointments. The appointments are always in 2 weeks time and they just specify Thurs am rather than a time. As a teacher I cannot just have my phone on and nip out for an appointment so I then have to ring the receptionist and explain. They will then make a massive deal out of rearranging appointment for after 3.30 but again no specific time. I usually get called whilst I'm driving to collect my kids, completely unprepared and slightly distracted so it's never a very good appointment. The system for uploading photo's never seems to work (I often need skin related medication). I don't seem to be able to book a smear test on it so I'm now a year overdue on that.

Original poster

H8484peful · 02/10/2025 20:11

Askingforafriendtoday · 02/10/2025 19:23

This. Never had a problem with online system.And it's revolutionised the phone call system. Never more than qsg or 2nd in the queu now...that's linked to what used to be Patch's, now systmonline. Brilliant and been that way for several years now

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What are you using the phone call system for?

OP posts:

Pliudev · 02/10/2025 19:46

Askingforafriendtoday · 02/10/2025 19:23

This. Never had a problem with online system.And it's revolutionised the phone call system. Never more than qsg or 2nd in the queu now...that's linked to what used to be Patch's, now systmonline. Brilliant and been that way for several years now

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Love the idea that troublesome, sick people demand face to face appointments when they don't need them. My DH hasn't seen an oncologist (or a gp for that matter) for over 3 years. They just ring up and ask how he is and he tells them he's fine. Well, he would wouldn’t he ? Because he's a man. He also has dementia but that's another issue and he hasn't seen a doctor for that either in years.

Worndownbyit · 02/10/2025 19:41

Sorry to hear this, my surgery is also online booking and I've found it brilliant. At my surgery all requests for appointments are reviewed by a GP and I've never had trouble getting an appointment in a reasonable time. I get a message in a very short time, sometimes advising me to change my meds or whatever, other times with an appointment. It certainly is better than the 8am scramble I used to have.

Askingforafriendtoday · 02/10/2025 19:23

SoftCyanWool · 01/10/2025 07:49

Is this all based on your experience?

I have had to use the form multiple times. I have never had an issue. I was directed to a pharmacy once, who couldn’t help, and when I ended up back at the GP I ended up getting a referral that dealt with my chronic health issue.

I think people expect face to face appointments for everything when the vast majority of things don’t need a FTF.

This. Never had a problem with online system.And it's revolutionised the phone call system. Never more than qsg or 2nd in the queu now...that's linked to what used to be Patch's, now systmonline. Brilliant and been that way for several years now

Pliudev · 02/10/2025 19:18

It's bonkers. I was at the surgery today and tried to book an appointment for my DH to have his regular 3 monthly injection and blood test and the results to be sent to the local hospital oncology department. Even though I was standing there in front of her the receptionist refused to make the appointment and told me to do it online. What is the point of this?

Purplebunnie · 02/10/2025 16:25

We need GPs that stay at our surgery they keep leaving, probably because it's a shit show and they get disillusioned

I think our on-line is opening earlier than 8 which is great for those who work and I am fully in favour of this but once it's full it closes and then youI have to wait until 14:00 when it re-opens after lunch. It sort of works

Original poster

H8484peful · 02/10/2025 16:13

TheRealMagic · 02/10/2025 14:49

But they don't have appointments to offer - they're at capacity, that's why they shut the system. All doing it over the phone would mean is that they tell you that verbally.

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I sincerely hope not as when the system shuts down its for everything- GP appointments 1,2, and longer weeks ahead, nurse appointments, pharmacy…

I think reaching capacity means the member of staff processing all the forms has reached the limit of how many they can do so reception staff should be taking the slack when that happens. Hence GPs highlighting safety being an issue. All those forms need to be assessed and read properly.

So it’s the same old story those unable to get in the queue are just as badly off,if not worse as they can’t even book a nurse appointment, a repeat prescription or a GP appointment for a couple of weeks time. Nothing.

OP posts:

TheRealMagic · 02/10/2025 14:49

H8484peful · 02/10/2025 07:04

And although I’m moaning about accessing the online form and shut downs making it even harder for some I do appreciate the safety aspect and would far rather a qualified GP looks through all forms properly rather than somebody less qualified doing it far less thoroughly. It is worrying how GPs are so concerned about safety.

As an aside why can’t they make it mandatory that if at any time the form is shut down surgeries must provide a phone booking service. Ours refuses to and just shrugs saying system is shut down and no I don’t know when it will reopen- off you trot. It’s simply not good enough .

But they don't have appointments to offer - they're at capacity, that's why they shut the system. All doing it over the phone would mean is that they tell you that verbally.

sashh · 02/10/2025 11:52

My GP has just started this a couple of weeks ago and it has been fantastic.

Last week I needed an appointment, I filled in the form and sent it at about 8am, the receptionist called me back at 8.15 with a 9am appointment.

I think it depends a lot on who is doing triage, it should be a doctor.

I have just got back from an appointment for a blood test and I was chatting to the HCA about it, so far everyone who has booked in has had a same day appointment.

I got a message yesterday that flu jabs were available so I could send an admin note to see if I could get the jab at the same time.

C8H10N4O2 · 02/10/2025 11:49

H8484peful · 02/10/2025 08:20

It’s had the system for some time and going by this thread they clearly aren’t alone. It was a very good practice before the new system so you can’t help thinking it’s the system and not the practice.

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If its a generally good practice feed the problems back to the practice manager in that context. A good practice can botch the implementation of a new tool and should be open to modifying it’s use to address specific issues. They are likely to want to improve it over time.

A bad practice will not become a good practice by implementing new tools but they are likely to use the tools as an excuse for being a badly run practice.

Local use/implementation of tools and the processes around them is down to the partners who own the practice, not the government.

PeonyPatch · 02/10/2025 10:30

Seems to be a mixed bag across the country. Very inconsistent…

BomkersKittykatty · 02/10/2025 09:01

I'm in a very large practice and we have had a similar system in place for several years and have a similar experience, it's really not fit for purpose. I once had a missed gp call because she called at a time I said I was unavailable. I phoned reception and they insisted I must start again online. In total it took 8 weeks to get a Gp telephine appt. I did put in a complaint as I'd experienced so many problems previously and was told by a senior partner that online appointment requests is the way forward but that they would look into extra training for backroom staff!! To date nothings changed from what I can see and the whole system seems to be designed to steer patients away from the surgeries.

Original poster

H8484peful · 02/10/2025 08:20

whatsgoingon2024 · 02/10/2025 07:44

@H8484peful This sounds very much like an issue with your surgery rather than the entire system. It’s ok to have part time GP’s as long as the practice has enough staff to offer session numbers all week. Part time can be more helpful when it comes to sickness absence too, the GP isn’t off the whole week because they don’t work the whole week. The online consultation system will only work as well as the surgery running it. Judging by the other comments there are plenty of others who have surgeries who operate well with it. You could ask your surgery what they are doing to address the times the form is closed during the working day as that is clearly an issue. What I do find with a lot of these new schemes is they launch them with little to no notice and expect everyone to have something in place to accommodate and staffing has been highlighted as an issues for some time in primary care. Hopefully your practice will improve as they get to grips with the changes, if not you can shop around.

It’s had the system for some time and going by this thread they clearly aren’t alone. It was a very good practice before the new system so you can’t help thinking it’s the system and not the practice.

OP posts:

whatsgoingon2024 · 02/10/2025 07:44

@H8484peful This sounds very much like an issue with your surgery rather than the entire system. It’s ok to have part time GP’s as long as the practice has enough staff to offer session numbers all week. Part time can be more helpful when it comes to sickness absence too, the GP isn’t off the whole week because they don’t work the whole week. The online consultation system will only work as well as the surgery running it. Judging by the other comments there are plenty of others who have surgeries who operate well with it. You could ask your surgery what they are doing to address the times the form is closed during the working day as that is clearly an issue. What I do find with a lot of these new schemes is they launch them with little to no notice and expect everyone to have something in place to accommodate and staffing has been highlighted as an issues for some time in primary care. Hopefully your practice will improve as they get to grips with the changes, if not you can shop around.

Confused3456 · 02/10/2025 07:32

Ours literally just introduced it and I tried to use it and all they said was they can’t help and to call at 8:30 tomorrow morning. So not at all avoiding the 8:30 scramble.

Coffeetime25 · 02/10/2025 07:28

my gp has this and they are very efficient with it I personally prefer this system to ringing at 8am it works well in my book

PeonyPatch · 02/10/2025 07:15

You’re right OP - it simply isn’t good enough. Primary care in the UK has become a joke. Also why no face to face appointments and why has it become standard practice for appts to be over the phone?!

Stinksmum · 02/10/2025 07:06

Our online system is only open to fill in when the surgery is open. So if you can't do it during your own office hours it is extremely annoying. I'd set aside some time in the evening after work when I discovered this. I was then offered a telephone appointment in 3 weeks time!

Original poster

H8484peful · 02/10/2025 07:04

And although I’m moaning about accessing the online form and shut downs making it even harder for some I do appreciate the safety aspect and would far rather a qualified GP looks through all forms properly rather than somebody less qualified doing it far less thoroughly. It is worrying how GPs are so concerned about safety.

As an aside why can’t they make it mandatory that if at any time the form is shut down surgeries must provide a phone booking service. Ours refuses to and just shrugs saying system is shut down and no I don’t know when it will reopen- off you trot. It’s simply not good enough .

OP posts:

Original poster

H8484peful · 02/10/2025 06:52

Emori · 02/10/2025 00:40

I don't think it's having the form itself that's the issue : the issue is whether the surgery is any use in the first place. My experience has been like OP's in that it's just become yet another barrier to accessing medical care for a surgery that has kept its arms length covid stance going for over five years.

It closes when the surgery decides to switch it off - this can be for more than one day at a time, and it's never ever open past 4.45 pm or during weekends. There's a lot of arse covering, making you tick to say you're not having a heart attack etc. The initial triage is definitely not done by a person but instead is sorted by first filtering out "existing health problems" (this always gives you an appointment in six weeks) and then scanning for key words. If it can find any reason to kick you off and send you to A&E (eg "severe headache"), it will. Only after that does anyone actually read what you've written.

Oh and there's a section where you have to input the body part that is giving you trouble. You can use a drop down or a body map. There are no specifically female body parts/organs on either of these. Which I guess is at least consistent with the medical profession's approach to women, but it's also fucking annoying.

Exactly this!

It’s not providing extra GP appointments, just papering over cracks whilst trying to create an illusion of there being more GP time when there isn’t so patients at surgeries already struggling with demand are going to find things even harder and seeing an actual GP even less likely.

And yes yes re the medical profession’s attitude to women. The system we’re on now filters out anything to do with women’s health and you’re put in a separate very loooong waiting list( far longer than the other long wait lists to see a GP)for the same female GPs!!!!Ie you can see the same GP for anything non female related problem but if it’s gynae you have an extra long wait. I honestly don’t know how they get away with it.

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KeepYaHeadUp · 02/10/2025 06:15

Wait until you hear who owns SystemOne