"Patient Access system replacing telephone in…"

As I am not particularly technologically savvy, it took me several attempts before I managed to open an account on Patient Access website. This was after I was informed that appointments could no longer be made by calling in or on the phone. I think the new system must be very difficult for those who do not have a smartphone or access to internet. This may affect the elderly or those who simply do not own a smartphone nor a technological device. This category of the public have no way of booking an appointment if they are not online and may be just as in need as those who have the technological skills to use the app. I note that there is a checklist of questions you have to answer before you can even book an appointment on line. If you answer "no" to all of these, you cannot make an appointment online. I worry that many people may just give up if they are faced with this checklist. I am aware that GP's have been overwhelmed with appointments in the past, some of which may not have been necessary. However, I am not sure that those who really do need to see a doctor, will

manage to get an appointment going forward because of the barriers to communication that the online system presents.

I now have a Patient Access account up and running and I think, personally, I will manage going forward. I had to call in at my GP to find out what to do when my request could not be answered online but now have advice on how my particular issue can be resolved. Therefore, I do not speak for myself as I am mobile and rarely need to make an appointment. I often need prescriptions recommended by my consultant and sometimes book myself in with the nurse.

I speak for many others who I am aware are having difficulties. I have always found the reception staff, nurses and GP's very helpful at my GP surgery. I fear that the new exclusively digital booking system may result in more work, rather than less, on the administrative side because of the difficulties many may encounter online. Please understand that I am very happy with Vineyard Hill Road Surgery. My issue relates exclusively to the online booking system which I am aware that many other GP’s and clinics have now adopted. Yours sincerely