Vulnerable Patients at Risk due to Online GP Bookings
Stephanie PriorContact
Table of Contents
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?
- Visit our page: GP Negligence Claims
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.
To speak with one of our solicitors, contact us by:
- Filling in our online enquiry form; or
- Calling us on 020 7485 8811
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Osbornes is a very respected firm in the marketplace.
They handle really complex cases very well
The clinical negligence team are knowledgeable and professional in their approach and demonstrate a high level of skill in litigation work.
Osbornes Law offers experience in obstetric and fatal claims as well as niche cauda equina cases.
Osbornes Law is an established firm which handles a breadth of complex and high-value clinical negligence matters.
Osbornes has a skilled team of solicitors advising clients on a wide range of clinical negligence matters.
Hard working, approachable, good knowledge of clinical negligence and clients’ specific conditions
A joy to work with and always 100% client focused at all times.
The clinical negligence team at Osbornes is much lauded for its ability to ‘represent the diverse range of London-based clients
“The team is very quick and efficient in responding."
"Obsbornes Law is always client-focused and works tirelessly to obtain the best outcomes for clients."
They are an excellent firm who achieve fantastic outcomes for their clients. They are also very prominent in injuries to those travelling to or from Europe. Multiple languages are spoken by the team.
Stephanie Prior is a first-rate clinical negligence specialist whose industry, great experience and medical background put her in an exceptional class.
This firm is responsive and efficient. Their rapidity in dealing with complications or hiccups is excellent.
Really great clinical negligence practice, staffed by experienced practitioners who know how NHS Trusts work. They also build great rapport with clients.’
Stephanie has developed a particularly strong reputation for her handling of birth injury claims, as well as cases concerning surgical negligence and delays in surgery.
"An excellent firm which achieves fantastic outcomes for clients."
"Stephanie Prior takes on complex cases and gets excellent results. She has a background in medicine which serves her clients well and is a realistic but tough litigator."
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"Stephanie Prior is very good with troubled clients and is easily able to make them feel at ease."
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Osbornes provides a very intimate and personal client service which is increasingly rare in this sector.
The lawyers in the team are highly experienced and will drive cases very hard on behalf of their clients.
"Stephanie Prior has a realistic attitude to the complexities of the cases. She wins the trust of her clients and goes the extra mile to ensure they get the best outcomes."
"Stephanie Prior... manages a varied caseload, including obstetric claims, child and adult brain injury cases and fatal and non-fatal spinal cord injury cases."
"Stephanie is experienced, knowledgeable of all aspects of clinical negligence work, and strategic in running cases."
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Stephanie Prior is always very professional and kind. Highly recommended.
Quite simply excellent, with a highly competent and well-rounded team. They understand complex medical litigation and have been our lifesavers, and we will always owe them our immense gratitude.
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