To be concerned about GPs new online booking services

[autienotnaughty]

So my GP and others that I’m aware of have adopted an online booking system instead of ringing at 8am.
So I have a chronic pain condition, I went online to book an appointment to discuss an element of it except you can’t actually book an appointment. You send a message and the GP gets back to you within 3 days.
I got a reply 2 days later ignoring my request for a face to face appointment it said “you have a telephone appointment with the NP for a medicine review discuss this issue then”
Now fine I can do that, except my doctors have a one issue at a time rule so there’s every chsnce she will refuse to discuss it. It’s also a telephone appointment and I wanted to be examined and I asked for doctor not NP.
This feels like an easier way of fobbing people off and making it harder to get an appointment.
Aibu to be concerned at this change of direction for GPs. It’s also happening at my dad’s doctors and he’s not online which means I need to request his appointments for him. I

Well they believe in privatising the NHS and want to make it worse by not letting professionals stay or bring family. None will apply to fill gaps.

When it’s open and if you’re lucky enough to be able to fill in a form early. It’s no better than the 8am rush as when they have enough forms they shut down so those not able to get in first are locked out.

The online system is for triage, not booking appointments. It sounds like you’ve been effectively triaged because you already had an appointment booked. Discuss it with the NP and she’ll make the call about next steps. It sounds like what they’re saying is that they need the medication review to determine what level of investigation comes after, depending on how well current medication is managing the problem. That seems really sensible.

Fwiw, our GP online system is fantastic. I always hear back from them within 2 hours, usually within 15 minutes. Non-urgent appointments are then booked about 2-3 weeks later, but urgent ones usually same day or next. I’ve even had them offer me appointments within the hour that I couldn’t even get to in time, so had to reschedule for later in the day. It’s because they aren’t wasting appointments that could be handled other ways that they’re able to be so efficient. I would wait it out and see what comes of the appointment today. Do push for next steps on the phone though rather than just not asking because you think she can only do one issue at a time. You have to make the most of your appointment and clarify the path forward.

Do they? Yes the forms have to be submitted by a certain time to be triaged that day. I’m fortunate that I don’t need to contact the surgery very often (touch wood) so I was impressed at the expediency.

Well actually it does depend doesn’t it?
Chronic means ongoing or reoccurring so if the person knows why it’s reoccurring or chronic, they wouldn’t necessarily need reexamination
however if it was a different pain to what they normally experience, new or sudden increase in pain, excruciating more than normal then yes they may do

Just get back to them and explain that you want a face to face . Our GP started online triage ages ago and it works well , I always request f2f and on the odd occasion they ignore it I just get back to them and they change it for me .

Ok had phone call, med review went fine. I raised the condition and she’s booked me on for a f2f in 5 weeks! That was the earliest routine appointment. NP was lovely and apologetic for long wait.
its fine as pain meds and physio are helping so I will just wait till November.

I can see how the online is easier for routine stuff I’m just concerned it will be easier to fob people off or to miss significant issues.

How?

you just need to be detailed in what you say. I’ve had plenty of face to face appointments using the online service.

Those that are more adept at phrasing towards getting a face to face are going to be more likely to get one. Groups such as ESL, ND or those that struggle with basic literacy are going to be disadvantaged.

This just isn’t true.

You just need to be able to accurately describe your health condition. I did less than 100 words on my form I just submitted, and I have a call this afternoon - which makes sense.

And people do this in different ways as people have differing skills as regards communication.

Some will know the key words to include that will get a reaction.

If you say so. The GP isn’t working against people here.

Our practice has just started with this and in principal it sounds an amazing idea until you try and use it! I filled out the form and it told me I needed a FTF appointment with the doctor, click this link to make an appt. When clicked, the link said there were no appointments left and to try again tomorrow which I did - for a week and then the link became invalid so I gave up. Which I guess solves a problem as they now have a free appt for someone with more patience

Not if I say so l,it’s reality. The elderly and ND can often underplay quite serious conditions. There are others who exaggerate and pop in vocab that will get a reaction.

But that will be the same whether they’re speaking on the phone or online. The online system works better.

No because you can say a lot more in conversation and some won’t be able to write what they want to say.

Many elderly struggle with being online and it’s important that ND people have face to face, many struggle with phones.

Which is why you can also phone your surgery and they’ll go through the form with you.

Ours are horrendous at doing that. Hugely patronising and impatient, so many elderly people I know who are struggling with it. It doesn’t sort the need for face to face appointments to discuss issues for those that struggle on the phone and online.

Yeah, in theory this new system sounds like it'll be really helpful and I hope it will, but I can't help wondering if it's all going to pan out as well as they're claiming. It also won't help those who can't get online as pps have said.

This is why A&E's are getting drop in's from so many if there isn't a walk in clinic any more. My friend has severe liver issues, got bloods back showing everything is off the scale and has been for months. GP arranged a phone consultation in 2 weeks time. She went to A&E and they've made her GP make an urgent referral.

I personally think gender based healthcare is the way forward. Most of my friends spend years seeing a male GP with the same issues then are amazed when they get a female GP who comes up with the actual root cause and medicates them properly. All those hours wasted, money wasted, medication taken that wasn't needed... It simply can't continue.

My GP surgery has used e consults for over 5 years now - its absolutely brilliant.

Ive got 3 DC & I get to complete the e-consult at a time that suit me (which is never 8am) and they get back to me within 2 days with next steps. Often this is a text request for photos, or more info, we've had a few video appts & also been called into the surgery to see someone (not always a GP). It is so much better.

Its very rare for one of us to need a f2f appt now but if you do after the initial telephone or video appt they will book that in for you. I cant fault it. It has saved me so much time & in my experience all my families medical issues have been treated so much quicker than trying to see a gp for a needless f2f appt that could be 3 months away as they are so busy.

Give it a go - if you need a f2f after the telephone appt then they will book it in for you.

If you need a FTF you’ll get one though. There’s such a culture of demanding FTF, but 9 times out of 10 it only needs a call.

Yes I agree

We’ve had it for years at our GP. Works really well. Twice when I was ill I had a phone call within a couple of hours and was brought in for a f2f after.
For routine stuff it also works as they get back to you within a day or so with an appropriate response.
Much better than desperately trying to get an appointment by phoning in when it’s basically 1st to get on the phone line takes all the spots even if there are sicker people waiting in the queue. I much prefer it.

As someone ND, I love our online booking system. No need to try to call and interact with a busy receptionist explaining issues - so much easier to do that in writing, and even if there is a phone call triage they can then see what you wrote so it’s an easier call.