"How I witnessed a patient being treated"

At the Lawley Teldoc surgery today I witnessed an old lady in her 90's with a walking frame go to the desk and ask for a Doctors appointment. She was told that it wasn’t possible and that she would have to telephone tomorrow or fill in an online form. The patient said she hadn’t seen a GP for 4 years and really needed an appointment. Again she was told to telephone or fill in the online form. She said she’d been trying to telephone but couldn’t get through due to long queues.

I was absolutely disgusted by this. Not everyone lives in a digital age, or has family members to help out. How can a person in their 90's be turned away without the help needed. 

I work in Financial services and we are expected to (and want to) assist vulnerable customers (like this lady) and must offer alternative methods other than digital. We do this and it is only to do with their finances, not their health! 

I appreciate there is a new booking system in place, but surely there should be some other process to provide assistance for cases these. I have felt so strongly about this, I had to tell this lady’s story. Come on Teldoc have a bit of compassion for patients such as this!