AIBU to expect my GP surgery to allow phone bookings?

[Poorlyadvised22]

My GP surgery is honestly known for being pretty poor, but I don’t have another one nearby that I can register with. I’ve got an ongoing medical issue, and up until recently I’d just call at 8am, sit in the queue, and book an appointment that way.

Now they’ve completely stopped phone bookings and are saying everything has to go through their website. The problem is, I’ve tried this loads of times and it just doesn’t work for me. I don’t even get the option to book a GP appointment. I actually went into the surgery a few months ago to show them this, and nothing has changed.

Is this actually standard practice now? Are GP surgeries allowed to refuse phone bookings altogether? I don’t think it’s unreasonable to expect to be able to ring up and book an appointment, especially when the online system isn’t working. Why does everything have to be online?

Can you show us screen shots of the GP website, and what exactly you are meant to be doing, and what exactly isn't working for you?
I can't fathom what exactly is wrong. Our GP just has a simple online form to fill in, you just click a link on their website. In what way is that not working for you?

Online services and appointments take me to same place to patient access where I’ve made an account but only asthma comes up. Tried new patients and takes me to the same place.

My picture is under review

Olympicsrock, I know from personal experience you have to be very careful approaching the Surgery Manager..I am carer for one ds he had been with our old GP for many years. We moved,he moved nearer the surgery, did the change of address online,rang me in a terrible state, saying he had an email saying he was out of their area and had been removed as a patient. They had patients from the far size of this town where he now lives. The reception staff were horrible. His sister moved was able to stay with the practice. He could be loudly and outspoken,(RCBPD) but he was never rude,or in any way aggressive. There was 3 surgeries in the town,each one required photo ID,he doesn't have a Driver's license or Passport. Legally,you are entitled to register with a Dr even if you are homeless. I had to fight tooth and nail.

Our surgery does this too, though we are yet to use it. I called it into question but was told it was a government requirement (?)
The way I understand it your illness will be ‘triaged’ and the receptionists decide whether your illness requires an appointment. Like 101, they will use a list of ailments to determine this 😣

Update: I went in and someone else booked me an appointment for later on today.

Turns out the link they send out is wrong and once they sent me the right link I could access the page. They then realised they’d spelt my name wrong, some faffing on their part and it now works.

Practice manager is going to resend the new link out and has noted for staff to actually listen to what people are saying to help others register and tie their NHS accounts to it

But no good for the OP as she can't get the syatwm to work

Agreed it's a good idea if it works as it ahould

Can’t see many replies from people in Wales

NO option to book online

NO option to phone & book unless you’ve done econsult

everything has to go via econsult. Takes up to 48 to get a reply which inevitably is ring to make an appointment. The welcome message takes 4mins, 38 seconds basically telling you to piss off. When you get through - have you tried econsult. Yes & it’s told me to ring. Appointment is almost always over telephone and min 4 weeks wait

Facebook is littered with complaints about this surgery - more so as we can’t change as only surgery that covers our area!

That depends on what you mean by phone bookings. Our surgery I can fill out the triage form online or phone and the GP surgery will fill it out for me. I can imagine that if they had to just book an appointment without the form people just wouldn’t do the form. Perhaps like my surgery it’s a similar concept, the form is still completed but by a receptionist. Makes sense.

Have you check they have the correct email registered at the surgery?
I would try 111 to see if they can book you in.

Just seen your update OP, glad you've got it sorted. Looking at that screenshot it looks like you're using an app? I would have thought you could also just go through the website (sorry if I'm wrong and that is what the website looks like).

Yes they should offer an alternative- what would they do if there was someone who simply couldn’t use a smart phone or PC and/ or didn’t have internet (like my aunt, aged 88).

Thar said I think you do need to sort the issues of the website not working for you- if it’s working for everyone else it must be an issue with your account, phone/ PC or internet. Go in again and speak to everyone you can to he it working. Use you tube/ search the internet. Delete all cookies and start again! Have you tried using the desktop version of the site and/ or checked whether you need to be signed in? Do you need to update your phone? Chances are that the GP should have a helpline with the provider of the website that they or you can use if they know the exact problem.

I get that it’s a pain but in my free time I run an organisation for volunteers and the amount of people who say that they “can’t access” basic stuff (which we are more or less obliged to use by law) is unreal. I know it’s mostly that they are hacked off because they don’t want to do it via the internet and/ or can’t be arsed to sit down for 10 minutes and sort it for themselves but all they are doing is creating work for other people and looking inept! Not saying this is you but there must be a way to sort the issue and it is really down to you to find it.

Our GPs surgery is exactly the same now. I can book online but the form is so long and ridiculous, it puts me off. Plus, the options are quite vague and my symptoms are complicated, so one category doesn't cover it! It's driving me insane to be honest. All I want is a double appointment to discuss my issues. But no. If they do get back to you, they usually fob you off! When I have had an appointment, at such a supposedly busy practice, I am the only one in the waiting room, so what exactly are they doing?! I never see another patient while I'm there, just staff. They really aren't fit for purpose. Our surgery is not good, but the others round here are even worse. Talk about being stuck between a rock and a hard place.

I totally agree, it has made getting an appointment easier and no hanging on the phone 7.59.59am and you can still phone for those unable to do online triage .

Have you tried the app Patient Access? It is linked to NHS services and more comprehensive than the NHS app. My daughter added it to my phone but as the NHS one works ok for me I have not explored it. I know she makes all her appointments via this app. Good luck!

They don't have to offer a phone call for an appointment it would be for a member of staff to fill the triage form out for you