"Online system needs improving"

The new online system is made very poorly. It's not easy to use for those that do not speak English as a first language. This is fine for me, someone who speaks fluent English, as I prefer online forms rather than being on the phone at 8am.

Considering we live in a multicultural area, this should have been taken into account. Most of us have family members that speak English which is fine and the online forms can be done on their behalf. However, as I learnt today, it's not specified that a translator is a must for phone call appointments and family members cannot translate for patients. Also, the automated message on the phone gives a mixed message. It says for those that do not have access to an email can still book appointments over the phone. However this was not the case when I spoke to the receptionist.

I have been trying to book an appointment for a relative who does not speak English, for over a week. The online form only has tick boxes, there are no boxes to write your own message. This would be helpful when trying to explain the health condition, as hay-fever was not on the list. We went from booking a phone appt to being told she has to book translator, to then book another appt and then it saying nomore available appts left. It's just not an easy process. Very complicated and very time consuming.

I'm just very unhappy with how the new system is. It's not easy to use and I'm sure I'm not the only person who has raised a complaint with the receptionists and it's not even their fault. I would definitely recommend you look at the online system for a gp based in Loughborough, it is called Rosebery Medical Practice. Their online system is very easy to use. They also accept family members to speak on patients behalf so long as patients have given written consent. This is then recorded on their records with family member's name, contact number and relationship. This makes it easy for patients that do not speak English. It makes it easy for family members who book appointments or speak over the phone on behalf of patients as any medical related information can be discussed as permission has been given. It also would make life easier for gp receptionists as they do not need to listen to constant complaints and having to go through numerous processes of booking an appointment with a translator. The option for a translator should definitely be there as some may prefer that. But the option for relatives should be there too as long as patients give permission. I hope you take this into consideration and I hope to see improvements on the online booking system. This is something I prefer than being on the phone but it needs to be managed better. It's not fair for the receptionist to listen to angry patients trying to book an appointment. Also, it's not fair on patients who do not know how to use online systems. Thank you