Vulnerable Patients at Risk due to Online GP Bookings

Vulnerable patients ‘locked out’ of GP practices due to online only system

Being unable able to get a GP appointment has unfortunately become the norm for many people.

Access to healthcare is vitally important, particularly access to your GP practice, who are often the first point of call for many patients.

Online only booking system

The lockdown-inspired drive towards online booking systems shuts out those who aren’t good with, or don’t have access to, technology. Even for those who are “good” with technology, obtaining an appointment within a reasonable time frame is difficult. The Daily Mail recently reported a case where a man tragically died when his GP practice failed to respond for three days to a request for an urgent appointment.

It has become standard practice for many GP practices to require patients to make appointments using an online form. This is intended to save time and ensure those most in need can be seen most urgently. However, it also creates a clear access barrier for elderly/vulnerable patients who are unable to use the online form and will often need to see their GP more urgently. Importantly, it is not in line with GPs’ contracts with the NHS – GP surgeries are contractually required to offer equal access to patients regardless of how they contact a practice, whether that’s online, by phone, or walk-in, to make sure no patients are excluded. So why are they not doing this?

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Partner and specialist medical negligence lawyer at Osbornes, Stephanie Prior, comments:

“The current crisis with GP appointments is shocking. The telephone system to call at 8am on the day for an appointment simple does not work and many elderly patients cannot manage booking appointments online. They are often frail with very little family support and their IT skills are not robust to go online to book an appointment. GP’s are failing to diagnose serious conditions in a timely fashion and when an appointment is made very little time is spent with the GP. Unfortunately I represent many patients who have had serious delays in diagnose of cancer due to lack of action by the GP and failure to refer to a specialist in a timely fashion, despite worrying ongoing symptoms.”

A recent study from NHS Confederation found that GP access is in crisis and a number of challenges remain, most notably with GP numbers continuing to fall. Interestingly, the study noted that access has increased. Although appointment numbers have risen nationally, there is still significant regional variation in capacity. This means that in some areas patients are at a greater disadvantage when accessing necessary services. Additionally, not every appointment is delivered by a GP. For example, the launch of Pharmacy First enables community pharmacists to complete episodes of care for patients without GP intervention. Many patients are unhappy with this change and prefer GP appointments.

GP Shortage

Ultimately, the problem stems from a shortage of fully qualified GPs. The ratio of GPs to patients remains lower than in 2015. In 2015, there was one GP for every 1,867 patients and in 2022, there was one GP to every 2,071 patients. This alongside the online-only booking processes means patients are not getting the access to healthcare they need.

Addressing access to your GP practice is crucial to improving patient outcomes. It ensures that patients are referred to the appropriate services in a reasonable timeframe, which decreases the risks of any delayed diagnoses, therefore reducing the incidents of medical negligence claims.

Contact Osbornes Law

If you’ve suffered due to poor medical care, our Medical Negligence solicitors are here to support you. Contact Osbornes Law by filling out the form below. Our expert solicitors will be able to guide you through the NHS complaints process and advice you on whether or not a claim for medical negligence is possible.

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• Filling in our online enquiry form; or
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