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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:
Carlosi456 · 12/09/2023 23:43

There used to be a duty under the Equality Act to provide alternative routes to services for the digitally excluded I believe. Priorities changed. That duty is no longer upheld (it originated in the EU, then national governments passed legislation in line with the E U directives, our nation decided it was too woke to abide by regulations when we 'took back control.'
We reap what sow!

SayYourWorst · 13/09/2023 04:26

I'm 66 and for the first 63 years of my life enjoyed a GP service which worked perfectly. Then, one day in 2020, overnight, this was withdrawn in every GP surgery in the UK. And it has never returned to how it was. And that change has made it extremely difficult and at some surgeries impossible to see a doctor.

Nobody conculted us, the owners and users of the NHS if we agreed to the change. Nobody likes the new system and millions are complaining about it, so why is it in place?

Why are we accepting the withdrawal of service we pay for?

Why are we so damned passive about the trashing of the most important service?

Why aren't we prostesting outside every surgery every day with banners? I'd volunteer to do a few hours a week!

As for me, I registered with a surgery a year ago and have never and I mean literally NEVER been allowed to see or speak to any GP. I rang and asked for an appt about 12 times in that year. Last week I switched to another surgery and am currently processing a formal complaint against the previous one.

RosaGallica · 13/09/2023 06:12

Inclusivity has died, @Carlosi456 , it died the moment we were all forced to use high technology that can only be created by a very few people to do entirely mundane tasks that are easy - possibly easier - to do without.

It is ridiculous op, and once again it seriously hampers those of us at work.

CleverLilViper · 13/09/2023 08:20

YANBU.

it’s unreasonable and unrealistic to expect everyone to be able to do this. It’s one thing to offer it as an option for those that can and remain available by phone for those that can’t.

So much is going online nowadays and whilst I’m ok with that and prefer it- it’s incredibly exclusionary to those that don’t have a computer or access to the internet or know how to use it.

The idea that if someone can’t they can get a friend or relative to do it for them is completely ignorant of the fact that some people don’t have that. There’s a real push in a lot of areas to go online and the trouble is, not everyone can.

Carlosi456 · 13/09/2023 08:27

The Equality Act 2010 provided for inclusity and suitable adjustments for protected groups and required that policy changes were assessed to ensure this happened. We chose to deregulate, public opinion has shifted and digital exclusion has risen. Our choice.

QuizzlyBear · 13/09/2023 08:31

Ours have switched to this system and it's BRILLIANT. For the first time in years I can get appointments without hanging on the phone for literal hours, getting myself in a state. Made four appointments in the last month for things I've needed to speak to a dr about for nearly a year!

bellabasset · 13/09/2023 09:05

I'm officially housebound, the Dr has been instructed that it's visits only. Despite this I had a reminder about a blood test which I cancelled. Then there's the electronic prescription service. The Dr visited me last week and said medication would be ready in the afternoon. It was on the electronic system so not available. I managed to get it sent to the local chemist on Sunday but they couldn't understand it and my ndn asked me what had been prescribed but I didn't know as I hadn't seen a prescription. I phoned 111 and after several promised call backs it after midnight when paramedics wanted to visit. So it was Monday eve b4 I got my medication. Changed back to local pharmacy as I can ask someone to collect on their way to or from work. Also if it's sent by post you can opt to have medication left in the porch ie on the mat. Is that really a safe option? Not all meds are tablets which can be postedthrough a letter box. I will now have a repeat prescription with my meds and can email the surgery with future requests.

PinkSparklyPussyCat · 13/09/2023 13:22

QuizzlyBear · 13/09/2023 08:31

Ours have switched to this system and it's BRILLIANT. For the first time in years I can get appointments without hanging on the phone for literal hours, getting myself in a state. Made four appointments in the last month for things I've needed to speak to a dr about for nearly a year!

Good for you but what about those who can't use the new system? Surely there should be a choice.

SDTGisAnEvilWolefGenius · 13/09/2023 13:28

CleverLilViper · 13/09/2023 08:20

YANBU.

it’s unreasonable and unrealistic to expect everyone to be able to do this. It’s one thing to offer it as an option for those that can and remain available by phone for those that can’t.

So much is going online nowadays and whilst I’m ok with that and prefer it- it’s incredibly exclusionary to those that don’t have a computer or access to the internet or know how to use it.

The idea that if someone can’t they can get a friend or relative to do it for them is completely ignorant of the fact that some people don’t have that. There’s a real push in a lot of areas to go online and the trouble is, not everyone can.

This is a very good point, @CleverLilViper. My 89 year old FIL is not tech savvy at all. He can use a laptop as a typewriter, and print out letters, but that is all he can do. Over the years, we have tried to teach him how to text, with no success, and we have even offered to get him one-to-one tuition on how to use his laptop to go online, but he has refused point blank.

Luckily his surgery do not have an online only booking system, otherwise he would be completely stuffed.

The same applies to railway booking offices - there is no way he could book train tickets online, or have his ticket on his phone. When he wants to make a journey, we have to look up the best route for him, and send him a detailed, written breakdown of what he needs that he can take to his local station to buy the tickets.

I know he's not representative of all people his age - my late mum, who would have been 90 this year, had no issues with technology whatsoever, and if her GP practice had gone to online booking, she would have coped just fine - but there are still plenty of people who cannot use online systems for things, and vital services, such as GPs need to cater for them too!

QuizzlyBear · 13/09/2023 13:47

@PinkSparklyPussyCat the old system wasn't working for 'those people who couldn't use the system' before though either. My parents have cancer, MS, angina (between them!) and are almost 80 - they haven't been able to see a dr in months, despite there being desperate need.

Last week they made an appointment online and got to see a dr with zero problems. They were overjoyed!

CleverLilViper · 13/09/2023 13:52

QuizzlyBear · 13/09/2023 13:47

@PinkSparklyPussyCat the old system wasn't working for 'those people who couldn't use the system' before though either. My parents have cancer, MS, angina (between them!) and are almost 80 - they haven't been able to see a dr in months, despite there being desperate need.

Last week they made an appointment online and got to see a dr with zero problems. They were overjoyed!

And?

That still doesn’t solve the problem for those that can’t get online and don’t have anyone to do it for them does it?

it’s a very myopic view to think that because it works for you that it will work for everyone.

The system didn’t work well before but the solution to that isn’t creating an even more exclusionary system.

what do you suppose happens for the people who can’t use the online service? They don’t get an appointment or help but that’s ok because you and yours like the system thanks very much.

QuizzlyBear · 13/09/2023 14:27

@CleverLilViper you seem like a very angry individual. I felt the same way after making 328 phone calls (I have the call records, no exaggeration) to my GP from 8am when I couldn't sleep, stop crying or think straight.

My point in bringing up my elderly parent's situation was that it ISN'T just me that it works for. It also works for those traditionally poorly served by the reduced redundant system.

There will always be some who aren't able to move towards newer technology (though a simple online form isn't 'new technology' by any stretch) and hopefully the gp system will allow them to transition slowly.

If on the other hand, someone is not capable of operating the internet, despite its presence (dominion!) in our lives for the past 30 years, I would imagine that they already have care packages in place - if not, this would be a red flag to implement one.

countrygirl99 · 13/09/2023 14:33

Really? Just not having a smart phone or computer means you need a care package. Good god, there aren't enough carers to go round for those that needs getting washed and dressed ir to the toilet. Where do you think the ones to turn up on the random occasions when you need to contact your GP are going to come from and how will people let them know when they are needed?

SDTGisAnEvilWolefGenius · 13/09/2023 14:59

@countrygirl99 - I agree completely! My FIL can’t use the internet or a smart phone, but still lives independently, volunteers at a local food bank and also in a local art gallery, gardens, and visits people in Old People’s homes (usually people younger than him). He doesn’t need a care package, and would be incredibly offended by @QuizzlyBear’s suggestion that he needs one!

sthisbest · 13/09/2023 15:05

'The system didn’t work well before but the solution to that isn’t creating an even more exclusionary system'.
But the E Consult system is not exclusionary because if it is implemented correctly, it is not used for children and for those who cannot access the technology including the elderly. These people still telephone the surgery and can now get through because the tech savvy are doing it online instead. Win win.

Motherofalittledragon · 13/09/2023 15:07

My gp surgery has moved to book on the day only, but first you have to be triaged over the phone by a nurse to decide if you need to see a dr.

enchantedsquirrelwood · 13/09/2023 15:12

We can't phone for an appointment where I am, you have to be triaged first. You can't book online to see a doctor either, although you can get a nurses's appointment online.

We don't have e-consult but something similar although I think it's switched off out of hours. GPs clearly haven't heard of asynchronous working!

enchantedsquirrelwood · 13/09/2023 15:13

sthisbest · 13/09/2023 15:05

'The system didn’t work well before but the solution to that isn’t creating an even more exclusionary system'.
But the E Consult system is not exclusionary because if it is implemented correctly, it is not used for children and for those who cannot access the technology including the elderly. These people still telephone the surgery and can now get through because the tech savvy are doing it online instead. Win win.

But it is exclusionary if it's not implemented correctly and everyone has to use it. If the surgeries won't take calls what do you do?

User19543785 · 13/09/2023 15:13

Did I read that right, an older person who doesn't use the internet needs a care package???

TigerRag · 13/09/2023 15:17

Motherofalittledragon · 13/09/2023 15:07

My gp surgery has moved to book on the day only, but first you have to be triaged over the phone by a nurse to decide if you need to see a dr.

We have this and it's a pain. I've already explained what my issue is. Why do I need to explain it again? But there are some things where I just need to talk to someone and not actually be seen.

countrygirl99 · 13/09/2023 15:30

User19543785 · 13/09/2023 15:13

Did I read that right, an older person who doesn't use the internet needs a care package???

You did. Blatant lack of critical thinking

PinkSparklyPussyCat · 13/09/2023 18:03

QuizzlyBear · 13/09/2023 13:47

@PinkSparklyPussyCat the old system wasn't working for 'those people who couldn't use the system' before though either. My parents have cancer, MS, angina (between them!) and are almost 80 - they haven't been able to see a dr in months, despite there being desperate need.

Last week they made an appointment online and got to see a dr with zero problems. They were overjoyed!

I'm pleased for them. My mum wouldn't have been able to though so what should she have done? Gone without an appointment?

PinkSparklyPussyCat · 13/09/2023 18:07

If on the other hand, someone is not capable of operating the internet, despite its presence (dominion!) in our lives for the past 30 years, I would imagine that they already have care packages in place - if not, this would be a red flag to implement one.

How fucking stupid and insulting can you get?

QuizzlyBear · 13/09/2023 18:23

PinkSparklyPussyCat · 13/09/2023 18:07

If on the other hand, someone is not capable of operating the internet, despite its presence (dominion!) in our lives for the past 30 years, I would imagine that they already have care packages in place - if not, this would be a red flag to implement one.

How fucking stupid and insulting can you get?

Charming. 🙄 As others have said upthread, the idea is that those who can't use the online service can still use the phone. It's not as though phones have magically stopped working or the elderly will get tackled to the ground if they walk into a surgery.

The hysteria is hardly helpful.

Comefromaway · 13/09/2023 18:30

We can barely get the carts to help wash, dress and feed someone we know, never mind starting to provide internet services.