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Original poster

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

219 replies

H8484peful · 01/10/2025 07:45

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?

OP posts:
Zanatdy · 02/10/2025 06:05

When I filled it out for my daughter, I had a phone call an hour later and appointment booked. I found it easier than fastest finger first to get in the 8am queue. I need to fill one out tomorrow morning as I need some medication prescribed so will see how that goes.

FastAquaOP · 02/10/2025 06:00

I find this so worrying. My practice opens the service at 8am and is often full by 9am. The scramble still exists. My hearing has been impacted as I was refused to be seen and ended up in ooo. Its not an ideal situation.

JustMovingUncomfortablySlow · 02/10/2025 01:51

I quite like our e-consult system. I recently had to contact them as I'd been at A&E overnight and was advised to contact my GP for further pain medication.
Filled the form in at 7.30, described what had happened, what the A&E Doctor had prescribed and asked for more of the same. Advised that I was happy to have a phone call but there was no way on earth I could make a f2f apt, I was in too much pain.
Got a text less than half an hour later to say 2 weeks worth of (strong) painkillers and a month worth of lighter meds had been sent to the chemist. No need to see me but make an apt if I had trouble tapering the meds or if I was still in severe pain after a week.

The only issue I have is that it's impossible to make a non urgent but still essential appointment. I have a long term condition which flares up and down and I'd like to discuss ways to be proactive in managing this/a prescription for pain meds when I need them etc.

Ay my last meds review the GP said "oh your condition is well managed" I was like, no it's not, I just don't call for an apt unless my legs are falling off!

3678194b · 02/10/2025 00:52

Last time I tried to get an appointment for DC. Every time I went online to fill in the form to request an appointment, it had closed for the day. We are talking 8 am.

After a few days I tried before 8 and was able to complete it, then they text me with an appointment.

It would be good to book an appointment online. Ours already do but you have to go to the GP surgery in person to get an activation code? I hope that's still not the case with today's announcement.

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.

Rellzo · 02/10/2025 00:17

Covidwoes · 01/10/2025 20:43

Our GP introduced this around 6 weeks ago, and it has made a HUGE difference. It is so much more efficient than being in a phone queue. Those who can’t do it can phone, and the receptionist will do it for them. It has had really positive feedback. I have used it once for me, and once for DD (unfortunately timed issues so close together!) and it worked really well.

Thats fantastic to hear, aa a gp receptionist myself ive been so worried about it as its being rolled out in November for our surgery but hearing this gives me hope! thankyou x

Rainallnight · 01/10/2025 23:13

It works brilliantly at our practice.

Dunnowhatimat · 01/10/2025 22:58

Apologies, my post offers no help but I'm just curious - for years in Ireland I was led to believe the NHS was great - what has happened in the last few years some of the stories I read seem crazy? Was it always this crazy or just more recently?

UltraHorse · 01/10/2025 22:22

I haven't learnt how to use the online system to me it's a barrier I think if you are really unwell
It makes things difficult I look back at the time when you could phone the doctors and get an appointment and if you didn't need the
appointment the same day get an appointment for in a weeks time There used to be people in the waiting room Now the waiting room is empty When I've had a phone appointment it's always you will have to come in phone appointments are a waste of time just a barrier and more delays I wish I could use the online system to get an appointment but I've tried and not been able to Wish things. Would go back to how they were when you could be confident of getting an appointment

Silverblue1985 · 01/10/2025 21:52

I’d love to know what the difference is between surgeries where this seems to work well and where it doesn’t. Our surgery has now posted a message to say when they removed the restrictions there were safety concerns due to the demand placed on the GPs and to have full availability f2f appointments will need to be reduced. So they will proceed slowly and have spoken to the local MP as the government wants to go down that route.

I guess it’s impossible to compare with different demographics / not being able to compare the amount of appointments offered etc.

OnTheBoardwalk · 01/10/2025 21:51

I’ve been pointed to online booking for loads of things apart from GP bookings for ages, absolutely useless

for B12 I have to fill in form for an appointment. I clearly state Sat if possible (norm at my practice) any time any day after 1pm I absolutely can’t do mornings

4 hours later at 5pm I get ‘We’ve got you an appointment at 10.30 tomorrow morning. If you have to cancel this requested appointment please call us to cancel your booked appointment

PeonyPatch · 01/10/2025 21:50

Same experience as you Op.

E-consult usually opens from 8:30am until early afternoon.

I’ve never had a same day appt.

I get a text message to say a doctor will call you at some point on x date. Trouble is they never specify a time and I’m usually at work where I can’t answer the phone…

Macaroni46 · 01/10/2025 21:44

Having had a job where I could never call at 8am, I love the online system. I went for years struggling to sort medical issues due to not being able to call at 8am.
Now I can actually get medical advice and have appointments. I always get a same day response and have always been offered an appropriate solution eg prescription sent to pharmacy, phone appointment or face to face.

FluffyDiplodocus · 01/10/2025 21:16

I was really impressed by our doctors when they implemented it. One time I had a cut that had got infected and quite clearly needed antibiotics, I filled the form in (with a photo) at 8am, by 8:20 I had a message to say yes and a prescription was sent to the pharmacy. Picked antibiotics up at 9am after the school run! FAR more efficient.

HopefulBeliever · 01/10/2025 20:46

It works exceptionally well at my GP practice. Everything is triaged by a clinician and the most appropriate appointment is given. I find it a lot easier than ringing and playing 8am lottery.

Covidwoes · 01/10/2025 20:43

Our GP introduced this around 6 weeks ago, and it has made a HUGE difference. It is so much more efficient than being in a phone queue. Those who can’t do it can phone, and the receptionist will do it for them. It has had really positive feedback. I have used it once for me, and once for DD (unfortunately timed issues so close together!) and it worked really well.

Original poster
H8484peful · 01/10/2025 20:43

Rellzo · 01/10/2025 20:28

I think the OP is on about the new system being rolled out over the country called rapid response but I could be wrong x

Show quote history

No I’m not.

OP posts:
Rellzo · 01/10/2025 20:28

justsaying2023 · 01/10/2025 16:15

Same experience as OP I am afraid, we cannot book an appointment on the online system at all, I have only ever seen 1 appointment available on there and that was 5 or 6 years ago, we just have the call at 8 and you might be lucky approach. Once I see a GP they either issue a fit note, tell me I am fat or send me to casualty as they don't deal with urgent cases/dressings/queries/women in general. More than happy to seek advice from pharmacy, eyecare etc. if non-urgent and to have a telephone appointment - I have had those they just told me to call the next day and make an appointment (at 8) or go to casualty.
I am relieved to find that others have better experiences, a glimmer of hope perhaps!

I think the OP is on about the new system being rolled out over the country called rapid response but I could be wrong x

Oblomov25 · 01/10/2025 20:26

Our form is fine. I make a note the night before , then just cut and paste it in to the form at 8am. Get a phone call from a GP the same day.

Rellzo · 01/10/2025 20:23

H8484peful · 01/10/2025 07:45

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?

Im a GP receptionist and our surgery is rolling this out in November, we haven't been given a choice as its forced upon us :( im dreading it, its hard enough trying to get patients seen too and the extremely high amount of abuse we already get feom understandably frustrated patients i fear this is going to make things worse as receptionist will only be able to go by the form questions too 😭 my work colleagues surgery has already rolled it out and she did the form for an ear infection and it told her to go to A&E or "if you do not want to go to A&E click here and a gp will triage tour symptoms and get back to you within 3 days 🤦🏼‍♂️🤦🏼‍♂️🤦🏼‍♂️🤦🏼‍♂️

Original poster
H8484peful · 01/10/2025 19:55

Horserider5678 · 01/10/2025 19:48

Of course if it’s serious you need to go to A&E 🤦‍♀️
we’ve had for ages and have zero problems. On the day appointments, you can phone to book still. And most importantly you can actually get through!

Show quote history

No you can’t phone to book still!!! You are told to fill in an online form.

They are selling this to us by saying getting through to your gp easier and requesting same day call backs ( neither of which happen) will cut down A&E numbers.

OP posts:
Horserider5678 · 01/10/2025 19:48

H8484peful · 01/10/2025 07:47

Oh and if you have something serious you’re told to fill a form or go to A&E. The form itself lists all the serious things you need to go elsewhere for.

Of course if it’s serious you need to go to A&E 🤦‍♀️
we’ve had for ages and have zero problems. On the day appointments, you can phone to book still. And most importantly you can actually get through!

Original poster
H8484peful · 01/10/2025 18:37

EBearhug · 01/10/2025 18:33

But oral and aural English skills also vary. Some people will underplay symptoms, some will br very honest, rule-focussed and literal. This won't change because you're being asked the questions by a receptionist answering the phone, rather than filling in a form.

Some people will prefer to use the phone. Some of us much prefer an online form. No system will work for everyone's preferences.

However, whether written or verbal, the questions should be well planned to help as many people as possible - that's true of any sort of form or questionnaire. This thread suggests that different offerings give very different experiences. That's more of a design issue.

Show quote history

There are no questions on online forms you just summarise which can vary hugely for people. My autistic dc are hate phone calls and won’t speak aside from yes /no but if the system says phone call, a phone call it is. There is no o room for flexibility. Everybody just says the system says no.

OP posts:
EBearhug · 01/10/2025 18:33

H8484peful · 01/10/2025 16:44

And this is my worry re the online system. Literacy abilities vary as do written English skills, how you describe your symptoms in online forms will have an impact. The elderly can underplay symptoms. Neurodiverse people can be very honest, rule focused and literal. My dc are dreadful re pushing for things.

Show quote history

But oral and aural English skills also vary. Some people will underplay symptoms, some will br very honest, rule-focussed and literal. This won't change because you're being asked the questions by a receptionist answering the phone, rather than filling in a form.

Some people will prefer to use the phone. Some of us much prefer an online form. No system will work for everyone's preferences.

However, whether written or verbal, the questions should be well planned to help as many people as possible - that's true of any sort of form or questionnaire. This thread suggests that different offerings give very different experiences. That's more of a design issue.

LlamaNoDrama · 01/10/2025 18:31

Ours isn't great either. It opens at 8am and shuts as soon as they're at capacity. It's not unusual for it to be shut by just after 8 when it's a Monday and I don't think I've ever known it to be open past 9.30am and that was a shock when I went on at that time and it was still open. Once shut you can't even send in admin queries.

if you need an appt that's usually pretty good and will be sorted quickly.

if they want to call they text to say they'll call anytime up to 6pm. If you miss it they try again two mins later. If you miss that you get told to call reception. Reception give you a lecture (because how dare anyone work or not be able to drop everything to answer a phone at a non confirmed time) and they tell you econsult again the next day.

if you want a non urgent appt it's a fucking nightmare as they only do on the day bookings for GP appts so again you get told to try again the next day.

I assume a lot of people must have complained as they changed the form recently so now we only answer around 10 questions and you can fill in a section about good/not good times to call. Before I swear it was about 50 questions long, especially if it was for a child.