"System is discriminatory and fails old-age people"

Hello

Thank you for your feedback and giving me the opportunity to reassure you.

Regarding appointments, those that cannot use the online 'contact us' form may have it completed with them over the phone or in person with our reception team. The receptionist will ask the exact same questions and it will be sent onto the GP to triage, in the same way as those that are completed online. Whilst we encourage all those who can do so to complete it themselves, our reception team are very happy to help, be that for the elderly, those without internet or other access issues. Some patients prefer to ask a carer or loved one to complete it with them instead which is also ok.

Regarding prescriptions, the most efficient way is if patients complete these via the NHS App, but we also accept written or emailed requests, as we always have done. We don't accept prescription requests by phone as this is not deemed safe due to the intricacies of dosage (not to mention their often complicated names)!

Far from being discriminatory to the elderly, our new system means that the number of calls coming into the practice has reduced, this means that those patients that do need help have their phone calls answered more quickly, by a receptionist who has slightly less pressure on them and who can take longer on the phone.

We are continually reviewing feedback of our triage system and the feedback from those who have used it is very positive. They like the fact that their responses are sent to a GP, who can decide the best course of action, be that an appointment with a GP or someone else in the team. It also allows the GP to book an appointment in a clinically appropriate timeframe, which ensures that those patients who need help faster receive it.

I hope this goes some way to reassure you and others, but if you'd like to discuss it further please don't hesitate to contact me. Katie Mitchell, Practice Manager