Can't even phone to book an doctor's appointment anymore, what is happening?

[GPbloodyWha]

Recieved this text from GP.

Can no longer phone them to book an appointment.

So what happens? You send them a message and have to wait and hours and hours for them to decide if you're allowed to see them or not?

Is a GP sitting there reading hundreds of messages to see if they should allow a patient an appointment an improvement on their use of time??

Another fan of this system. We fill out a questionnaire and I have always had a response the same day. If it’s urgent, I then get a same day appointment. If routine, I get an appointment in a week or two. If doctor needs to discuss first, always a same day call to discuss.

It allows them to filter out any requests or queries that don’t actually need an appointment.

We have this at our surgery and i have to say it is excellent, far easier than calling. The dr text you when they will call and then after a chat decides whether you need a face to face . Give it a chance. it has surprised me how well it works. The problem obvs is if you do no like using internet, as my mum doesn’t. In that situation you can phone but the triage works at our surgery.

@Nonethemiser I visit my Dr's every 8 weeks. The elderly are still being seen, the Dr's still take phone calls/make phone calls/allow walks ins fie those who can't work out how to use the online system.

My mum is 75 and is perfectly capable of using the system.

It works better in my area, which is actually predominantly oldies.

I've had a really good experience with the online consultant. (NHS)
You report your symptoms online and provide details for the GP. The system automatically triages for red-flag symptoms. People needing urgent appointments usually get them the same day. If you don't need to be seen in person, the doctor will give you a call, and you get a text to say what time that will be. Since it changed to online consult, there is no more calling in first thing only to be told all appointments are taken. Once, I submitted the form online with some serious symptoms and the GP called me within 45 mins and made me an appointment to see him that afternoon.

Sometimes change is a good thing. The telephone system is broken. It might take a while for the practice to get used to the new system, but I would try to keep an open mind

Not everyone is online.

How do they get to make an appointment?

As has been said many times on the thread, those who cannot fill out the online form are able to call and the receptionist will fill out the form for triage.

Well, I guess it stops the risk of all the appointments going to people who don't actually need to see the doctor at all, but are faster on the phone...

Bases on the replies from posters whose surgeries use this it seems to be well received.

GPs won't have missed the fact that there are patients who aren't able to access online, it's not like it hasn't occurred to them, I'd be totally astounded if they dont have an alternative. Do you really think they would have decided to deny service to large numbess of patients?

We have this and it is great. The record was one day I was called back within 5mins of submitting the form and offered an appointment in 20 minutes!

yes, there should be....but

the offline patients in my previous surgery called at 8.30 am, got told all the day appointments were gone because the 6am online people got them and to call back tomorrow...

Clearly my previous surgery made a hash of it. Their older system was better balanced between online and phone.

It works really well at our local practice, too, and on the odd occasion I've used it I've had a phone call in the afternoon and a face to face if necessary. People not used to the system can still phone.

Our GP does similar but you can still call. It's game changing. You usually either get a call back or appointment same day or if it's non urgent get an appointment booked for the future. No need to hang around on the phone and the most appropriate care.

Sorry, haven’t RTFT, but if it’s anything like ours I’ve used this new system several times now.

In fact, I used it at 8:48am this morning and was called back to arrange an appointment at 9:04am. Super quick and handy when you’re running around busy and don’t have time to wait in a queue for ages.

Hopefully your new system will be as good!

Blimey what on earth do older people who perhaps don't text do ?

Disgusting what if your not online?
Worlds gone mad.
Part of their job to answer phones and speak to people?

Just out of interest, how are people managing if they need regular medication reviews?

Being called on the same day with a slot that you haven't chosen means you would likely be at work and can't take the call.

I actually think this sounds like a great system. It means a lot more people will be able to have their concerns addressed in a timely manner, and the people who really do need to be seen asap can actually be seen.

I had my first f2f since before covid last week. . My appointment was for 12.15 and I hadn't been seen at 1pm. There were about 5 patients in the waiting room , I recognised 2 drs that were passing through the waiting room going in / out of the office but not calling anyone in , the rest of us all seemed to be waiting for the 1 Dr who was calling in people . It also seemed that the nurses were not overly busy either.

Ours also implemented triage system : you fill the form with lots of questions describing your symptoms in detail, then you submit form and wait for a response. Your form triaged in 48 hours and if your case is very urgent you receive a txt about time of phone call or time of your F2F appointment otherwise you have been put in queue of non urgent appointments - 5-6 weeks. And what’s more you cant fill and submit the form on weekends and evenings, only at surgery’s working hours.
I can’t even describe my rage. It’s like the door is completely closed on us and A&E is the only option.

In our surgery they can still ring or pop in and the receptionist fills the details in for them. Then your preferred method of contact is used to inform you of anything

Ours has a new system and I have to say it’s been brilliant for me as I’ve had appointments every time that day within a couple of hours of rhe request.

I am not sure how people without computer literacy will cope though. It’s easy but my parents don’t even understand iplayer !

Our surgery introduced this bullshit system a few months ago too. You have to fill in a very long form. The thing is, it's not just for urgent appointments; you have to complete the form for a routine appointment too. I can understand that, for many people, doing away with the need to phone at 8:30am for a same-day appt could actually be very helpful. However, previously, we could book routine appts online ourselves, but they have removed this option completely, which appears to be a step backwards, and it has created a barrier for me to access appts because I personally struggle to complete forms.

Well are they capable of learning to use it?

We have this and it works well. We get a message straight back if it's urgent.

You can message on behalf of someone else so you could message on behalf of an elderly relative.

Way better than hanging on the phone at 8 am!

We can book these directly or else we fill in the messaging system if no appointments are available.