NHS stands by as GPs force elderly patients to book online
Health officials have been accused of refusing to take any action to ensure patients can make a GP appointment over the phone.
The contract for family doctors states that every patient should have a range of ways to make an appointment – including by telephone, or in person.
But polling by a campaign group for the elderly has found that one in six practices are in “flagrant breach” of the terms by deploying systems that require all bookings to be made online.
Experts said the situation was leaving vulnerable people locked out of the healthcare system unless they could navigate technology.
Campaign group Silver Voices urged NHS England to “get a grip” on the problem and introduce sanctions for practices that are failing their patients.
Since the group for the over 60s released its polling last month it has repeatedly asked NHS England and the Department of Health of Social Care what action it will take to enforce the NHS rules.
Flagrant breaches
The right to make an appointment over the phone is contained in the GP contract as well as in NHS England guidance.
Asked what health officials were doing to enforce this rule, in the face of flagrant and widespread breaches, NHS England provided no answer.
Instead, health officials told the campaign group patients could try complaining to the practice manager, or a practice patient group if one existed.
NHS England added: “Alternatively, they can contact, or raise a complaint with, the Integrated Care Board which is responsible for the commissioning and contract management of general practice services locally.”
Dennis Reed, director of Silver Voices said: “This is an astonishing state of affairs. Many hundreds of GP practices are ignoring the GP contract and government guidance, and disadvantaging older patients by insisting on them applying for appointments through online means only.
“Vulnerable older people who walk into receptions or who ring the practice are being told that they can only get an appointment if they fill in an online form, which often involves a complex questionnaire.
“People without computer literacy or no internet access are being told that they have to get someone to help them. Little wonder that so many give up and present to A&E.
“The worst indictment, however, is that it seems NHS England is doing nothing to enforce the contract and allowing, by default, these systems to flourish. We urge NHS England to get a grip and introduce sanctions for breach of contract if practices do not withdraw these discriminatory systems”.
Plan to upgrade telephone systems
NHS England guidance states “every practice must offer face-to-face as well as telephone and on-line appointments” in line with the GP contract.
Health officials said plans to upgrade telephone systems should help practices to meet their obligations.
An NHS England spokesman said: “NHS guidance is clear that patient preference must be considered alongside clinical need when people contact their GP practice – both for the type of appointment they require and how they contact their practice.”
He said that a primary access recovery plan published earlier this year commits to giving patients “a range of options” for how to contact their practice by upgrading telephone systems, and should be in place by April next year.
