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??

@CarrotsAndCheese Unfortunately, they have thrown the baby out with the bathwater and removed the ability to book any appts that way, whether urgent or routine. It was so easy to book routine appts on Patient Access - I could select the doctor, day and time, with no complicated form and without having to battle with a receptionist on the phone.

I've just checked and ours is still working, though they seem to have changed the menu layout to baffle the unwary. I was offered the option of 4 appointment times this morning, between 10 and 11:30, all with my own GP. They are doing something very right there, bearing in mind that where we live, 20% of the population is over 70!

The thing is I don’t think they openly say you can phone.

Ours does. They clearly prefer online, but it's obvious phoning is an option if that doesn't work for you.

The poeple who don't have any internet access include a lot of people in poverty

and there are also a lot of people who have limited mobile data and no fixed line who often have no data by the end of the month

So As well as elderly this is particularly hitting the less well off, and disporopirtionatly the disabled

But they have to do something

Demand is too high for the number of GPs in many regions

And that means they have to ignore people they could otherwise help

My GP has the phone option and you can also submit an econsult request between 630 and 930. The other day my 5 month old was unwell and I phoned as early as I could (0805) and was met with an automated message to say they were at capacity for the day. Went onto the website and econsult requests were also closed for the same reason.

Thankfully they made space to see her once I spoke to reception due to her age, but no idea what I do about myself or my older DC in future - when toddler had an issue a few months ago I was told there were 'no routine appointments available' and I would need to phone again in a few days 🤦 the whole system seems broken where I live!

They will have to have a work around for patients who cannot access online services

It's clear they want to minimise the number of phone calls

But I think this is another barrier to accessing healthcare, which falls hardest on those most vulnerable. And that it's not fair

Our surgery has been doing this for years. Works fine. The few times I've used it I've twice had a text within the hour offering me a same morning appointment and once or twice got a phone appointment offered for the next day where they gave advice over the phone.

We’ve had to use the E-Consult form system since Covid. You fill out a hefty form, state your problem and then it’s triaged by the receptionist, a nurse and if considered a worthy problem, a doctor gets it.

They promise to either text or phone within 48 hours, which could be a doctor, a nurse or a pharmacist, although that doesn’t always happen.

Any patient just turning up is told to sit in reception and use the surgery IPads to fill out the form - whether they are computer literate or not.

The result of all this is that increasing numbers of people are just rocking up to urgent care or the local A&E.🙁

Sounds fairer. Those that can’t ring dot on 8.30 are currently being penalised.

I work at a GP surgery and we recently brought this system in. You can either go online and answer 6 very simple questions, or you can phone up and the receptionists ask you the same questions. The results go on your medical record, a GP assesses them usually within an hour or so, and you'll then be contacted either with an appointment, or advice, or a prescription.

It means that the people who can't go online are still able to phone and they don't have to wait on the line as long. It's also meant, apparently, more calls from men who found it easier to detail their symptoms online rather than talking about them with a receptionist, which is interesting.

It's working very well for all concerned.

@Bargello most Gp practices allow for those who are elderly/learning needs/urgent child/no technology to still phone. It's been this way at my surgery since covid. It has its faults don't get me wrong. Eg some people going the online route for stroke or heart attack symptoms instead of a&e and then others demanding a GP appointment for a tooth filling because they haven't got a dentist

Our surgery uses a messaging system for non-emergency queries, it's much better than the phone system and I think it should be used for all appointments.
The triage system works the same as the phone line, so first by the receptionist, then a GP. Although it says it could take up to 48h to respond, I have never waited more than 1-2h top when it was a medical query, and I imagine it's purely because the GP needs to review it. Usually I got a same day appointment or GP call back.
For the rest (repeat prescription or small questions that don't need a conversation), I usually have a written response within 24h.

[Edit: obviously anyone with disability or special needs should be able to use the phone or go in person, that's a given]