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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Apparently you can no longer call the GP to book a GP appointment.

342 replies

AngeloMysterioso · 11/09/2023 15:26

You now HAVE to book online, and it HAS to be through the website and NOT the app.

I found that out the hard way today when I tried to book an appointment for my son, the app said none available so I rang up and waited half an hour on the phone to get through to reception, who told me I had to book it online.

You make a request and they’ll get back you within 48 hours.

AIBU to think that’s bloody ridiculous?!

OP posts:
CMOTDibbler · 11/09/2023 15:31

Ours have moved to that and they sent a letter and text first to tell everyone. Works brilliantly as the medical staff make decisions on what needs to happen based on information.
Ours is way faster than 48 hours - I sent one in last Thursday afternoon to say I thought I had shingles (including a photo), 10am Friday I had a text from the GP to say my prescription had been sent to the pharmacy, by 12 I had it in my hand.

YorkshirePuddingsGreatestFan · 11/09/2023 15:31

Ours have to be telephoned triaged before you're allowed to see the GP. You get a morning or afternoon slot.

This doesn't work for me as I work full time and I can't always answer the phone. If I'm in a client meeting, I can't just whip my phone out and start talking about private medial stuff in front of the client! I have to take half a days leave just to sit around and wait for a phone call.

I had a skin growth that needed looking at. Despite telling the receptionist this, I still had to have a telephone appointment just for the doctor to ring me and confirm that I did need a face to face appointment as he couldn't do anything on the phone. Complete waste of both his and my time.

KateyCuckoo · 11/09/2023 15:33

Ours is the opposite, they live in the dark ages. No website, no e consult, no app capability.

Original poster
AngeloMysterioso · 11/09/2023 15:35

FFS, it gets worse.

After going on their website (which isn’t exactly simple to navigate) and answering God knows how many questions on their infernal “e-consult” form, the response I get is -

“We can't safely assess your symptoms through this online request. You need to talk to someone today instead.”

THAT’S WHAT I TRIED TO FUCKING DO!!!

OP posts:
PinkRoses1245 · 11/09/2023 15:35

Sounds ideal to me. Ours is all through e-consult and usually you get a phone appointment that day. Sometimes they can advise/prescribe directly via the e-consult without the phone call.

gamerchick · 11/09/2023 15:36

KateyCuckoo · 11/09/2023 15:33

Ours is the opposite, they live in the dark ages. No website, no e consult, no app capability.

Same here and they tend to not answer the phone now either. It's show up and speak to them personally which is a pain when you work.

BoohooWoohoo · 11/09/2023 15:37

My surgery has moved to this too. I thought it was very discriminatory for people who aren't online or have disabilities that prevent them from going online. I suppose it helps the people who are working at 8am so can't join the phone scrum but I imagine that the "no appointments given out in person " rule is going to cause some people massive problems.

WolfFoxHare · 11/09/2023 15:38

Ours have done this - I recently called on the dot of 8.30am and was told they’d text me a link to the appointment request system (you have to have a link from them) then you fill out the form with your symptoms etc. I was a bit 🙄 but they’d called back within 15 minutes to offer me an appointment a couple of hours later so it worked well for me on that occasion. I’m not sure it would work as well for people who don’t work from home though.

Daffidale · 11/09/2023 15:39

The basic principle is sound - triaging patients according to need, and letting them submit info online rather than sitting on the phone - but the way many GPs are doing this is bonkers. Ours have just switched to “you have to use the online system”. Requested an appointment 3 weeks ago, filled in their infernal form, got a text saying I needed a routine appointment and they’d be in touch. Since then crickets.

at least ours asks for times you aren’t available so you can tell them no to call you during client meetings.

AgnesX · 11/09/2023 15:41

Ours is good, it's a response with 2 hours and as a result the staff are much nicer.

nebulae · 11/09/2023 15:41

It's getting ridiculous now. What are people supposed to do if they can't book online? E.g. older people who can't use computers etc?

I'm thankful that there's none of this nonsense with my GP. I can call anytime and get an appointment within a day or two.

TokyoSushi · 11/09/2023 15:41

You basically just can't get an appointment at ours. If you call, you're about number 46 in the queue and they just say there's nothing, call back again tomorrow. They open e-consult at 8am, but invariably 'e-consult has reached capacity for the day' - so you can't get an appointment that way either. Apparently they're moving to a new system soon...

IamSmarticus · 11/09/2023 15:42

Doesn't work for me, fill in the online form at 8:00am and then they ring back when I am driving to work 😡

Neither does it work for my mum, who is 83 and who can't use the internet (yes, we have tried many many times to show her how!).

StanleyGoodspeed · 11/09/2023 15:44

At mine, you fill in the econsult form, and then get ignored. 😬

Blossomandbee · 11/09/2023 15:47

I don't mind the e-consult thing or booking an appointment online, I'd prefer that to sitting in an endless call queue. However the doctors always always call back at 8:30am or 3:30pm, both of which times I'm in the car driving or on school run and can't take the call.
I also feel for the elderly or anyone who might not have access to the internet or be able to navigate the online forms.

whatsinanameeh · 11/09/2023 15:48

A GP surgery near me, which is always known for its trouble with its phone lines always mysteriously going down, a few weeks ago stated it would do the same. All appointments will be in response to an E consult, the notice advised if you cannot complete an E consult yourself family can do one on your behalf.

So people without family or a friend just do what?

People who do have someone who could do it for them, but don't actually want to share their private medical concerns with family, friends or acquaintances. What do they do?

It doesn't actually impact me as it's not my surgery, but I feel it's exclusionary on the behalf of our population who cannot use the Internet due to no skill, no access or no ability (vulnerable adults).

We must always look out for the most vulnerable in our society, one day it will be us and we will be told well it's how it is now.

At my surgery, E consult is not able to be used for under 16s, so I do wonder how this local surgery triage Childrens appointments if you can't call them. You also can't send an E consult outside working hours so it's not like I can take a picture of a rash on my leg at 6pm when I get home from work. Or as a PP said be available on the phone to discuss private medical matters on the medical Centre's whim.

DustyLee123 · 11/09/2023 15:49

I think it’s great.

Comefromaway · 11/09/2023 15:49

That's ridiculous. My parents help keep an eye on an elderly lady who has neither a smartphone or a computer. What on earth is she supposed to do?

hdbs17 · 11/09/2023 15:50

Ours have the website system and honestly, I prefer it. The form opens at 7am and although the surgery doesn't open until 8:30, I've frequently had a call at 8am to let me know to come in at 9am and so forth.

I also today moved my midwife appointment by filling out an online form and this was changed within the hour.

I'm all for it if it's gets appointments booked more quickly and means you don't have to sit in a call queue for an hour....

NeedANewPhone1 · 11/09/2023 15:51

Mine moved over to econsult a few years ago and I found it much easier (I much preferred explaining in writing). I think phone calls were also 'allowed'.

It's gone back to all phone calls for appts now - no idea why but I don't like it.

nebulae · 11/09/2023 15:54

It doesn't actually impact me as it's not my surgery, but I feel it's exclusionary on the behalf of our population who cannot use the Internet due to no skill, no access or no ability (vulnerable adults). We must always look out for the most vulnerable in our society, one day it will be us and we will be told well it's how it is now

Agree 100%. And it's not just GP appointments. Car parks are increasingly moving to payment via an app, which many people can't do. Some public toilets near me can now only be accessed if you have a contactless debit card (and can afford the 50p charge). It's always the most vulnerable who suffer.

littlefluff · 11/09/2023 15:55

My elderly parents, in their 90s, could never ever use a system like this.

So how do they get appointments?

AlwaysUnreasonablyFabulous · 11/09/2023 15:55

My surgery is the same. Waste an hour completing the form, the website is utter shite and crashes constantly, no app. If they decide you are truly deserving of their time you will receive a phone call to then be triaged again by someone who is not a doctor and then perhaps given an appointment. Should you miss the phone call you get the option to start the whole charade again the next day.

Desperatetime · 11/09/2023 15:57

nebulae your gp is as rare as rocking horse shit.

barneythedino · 11/09/2023 15:58

Mines to the same but I have no problem with it. DS was poorly last week, did an E-consult at 8:30, we were in the GPs for 10am, referred to hospital for bloods and more testing by 10:15.

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