To expect my elderly dad's surgery to offer non-digital options?

[CaringForMyElderlyDad]

I care for my 89-year old dad. Alongside many other responsibilities, I help him to manage his medication by putting his tablets into dosset boxes.

When he is running out of something, I ask him to call the surgery to request his repeat prescriptions. I write down what he needs and when he needs it by, along with the number for the surgery. Then I check that he has made the call.

I probably could order it from the surgery directly, but until now, it has been something that my dad has been able to do for himself. And as that list of things is gradually diminishing, I feel that it is important for him to be able to do it.

However, he rang today to request some tablets that were running out, and they instructed him that the only way he can now order a repeat prescription is online. Which of course he couldn't do, because he is 89 and struggling with the consequences of cognitive decline.

Obviously, I can do it for him so it isn't an issue, but what if I couldn't? Surely it isn't reasonable to expect all elderly people to be able to access digital options?

To be honest, I don't really understand why he needs to order the repeat prescriptions at all. The GP surgery knows what he takes and how often he takes it, and it should be easy enough to figure out when he will be needing another batch. But I accept that he does have to order it, and that's fair enough. I cannot accept, though, that he should have to navigate his way around an unfamiliar online system simply in order to get what he needs?

“Make a village!!!” Isn’t that always churned out??

I have a 65 yo friend who is childless I will adopt her in her old age as a second parent because she’s made connections with me. Some part of childless old people problems is self inflicted. If you don’t make connections don’t be surprised if you are alone

OP, tell the surgery they are bound by the Equality Act and to get off their arses and do their job.

They can take the prescriptions on paper if they won't do it by phone.

My mum uses the NHS app ok but she doesn't know how to use the e-consult and because it's always switched off when I am there (yes I know they are meant to leave it on all day now) I can't show her. But why is it down to her? She just goes into reception, they say "go home and do it online" and she says, no you make reasonable adjustments for me, not the other way round, and they do it.

You just need to be firm.

Ask for their accessibility policy. Explain they have made it inaccessible for your father.

???

Because receptionists will no longer do the job they are paid to do?

Yeah right.

You cannot expect everything to be done online. Apart from anything else, the NHS app is pretty unreliable. It often doesn't work, or decides it wants an OTP even though you've been using it fine on that device for months. It's no good when you aren't very tech-savvy. There has to be the ability to order prescriptions or make appointments by other means.

It's not just about the elderly. There are younger people with disabilities. There are younger people who aren't very good at filling in forms. There are people who can't read!

It's not that hard to make a process that works for people who can't use online means.

Also, the tech is increasingly complicated. If something works fine, your average person can use it. If it needs resetting or reinstalling or something else, it becomes much less accessible.

Yes OP, YANBU at all.

Sorry haven’t read whole thread yet, but I agree so wholeheartedly I’m jumping straight in.

I help look after my 85 year old mum. She’s ace and she soldiers on, but has a number of chronic heath conditions and is partially disabled.

Her GP surgery in Bristol is completely ridiculous. They insist everything is done via nhs app, their own app, god knows what other IT. Even when hospital specialists have sent the gp urgent prescriptions, the bloody gp surgery insists she goes through this IT rigmarole to access the prescriptions. This is after she’s queued on the phone 25 minutes to speak to a receptionist. They just refer her back to their online systems which she is not equipped to deal with. It has often brought her to tears.

it’s outrageous and amounts to a denial of vital heath services to the elderly and others who are less IT literate/don’t have access to the equipment. It’s also dangerous because my mum can’t get her prescribed meds without this unhelpful performance from her Bristol surgery EVERY SINGLE TIME.

I am itching to name and shame this surgery but I am restraining myself. My mum worries she’ll be branded a nuisance and out on a blacklist by the surgery if she complains. They probably would do too.

It’s cruel and totally foreseeable that many will now have this problem accessing vital services.

Well, isn’t that marvellous.
Does the phrase ‘economic pressure’ mean anything to you? Buying my present iPad on a state pension was no joke, so a new phone will have to wait, I’m afraid. The matter of future-proofing any such purchase militates against second hands devices (as do a number of practical problems such as the necessity to order any such thing online rather than scrutinise it in a dealer’s place.)
Point is: many of the things you in your youth and good health can gaily declare to be obvious, ‘ain’t necessarily so’.

I won’t waste your valuable time in pointing out all the ways in which your remarks have been those of a blockhead wearing blinkers, in case it deepens your impatience with older people (among who there are many who until quite recently would have been super-capable professionals never needing any encouragement to keep abreast of this technology.)
But age, dear thing, age. It can batter the bejaysus out of a person.

Oh no, they really don’t do this. Maybe they should according to their secret rules, but they don’t. Mum just gets referred to the apps and the receptionists shrug their shoulders as not their problem. North Bristol.

I agree @Millytante, but mostly I wanted to compliment you on your user name. Aaah that mag was so funny, but no way most of it would pass the censors these days!

Gawd that's horrible. I'm guessing they do it for my mum as she can't use smartphones or apps. But they do try and make everyone who's possibly capable do it through the app or e-consult.

I think you need to change as they can't all be that uncaring.
How can an elderly person unable to use the tech just be shunned and basically denied healthcare?

It's not right to assume a family member will be there to do it for them.

Thanks @BillieWiper, really winds me up poor mum. This thread has been helpful - I’ve made some notes from upthread to help her deal with them: “can I see a copy of the surgery’s accessibility policy” and also “no, you must make reasonable adjustments for me, not the other way round” are both really helpful so thanks to pps for that.

it’s the nhs tale as old as time, scratching to save money and it just gets worse sadly.

@BillieWiper its also unfair that someone is expected to share their data with family or friends if they don’t want to and loose agency in sorting things out themselves.

Yeah that's true. Old school beliefs might make them reluctant to mention certain illnesses to family member of opposite sex. Or just either sex but it's 'private'.

I mean everyone's health should inherently be private anyway. It's not necessarily dignified or correct if they have no choice but to tell someone. That's not consent.