"Please review the practice answerphone message"

It is very disappointing that the answerphone message when calling this practice is unchanged. It continues to state ‘prescriptions and appointment requests must be made through the health centre website’. There is emphasis on the word ‘must’ which marginalises those who do not use the internet. It is not a polite statement or request and sounds like a command. It could easily be rephrased as ‘please help the practice by .... ‘ or ‘Patients are encouraged to ....’. Internet requests may have streamlined working practices within the centre but this should not outweigh politeness, accessibility and putting the needs of all patients first. The primary function of the practice is to meet everyone’s medical needs and should not be affected by or dependent on individual’s IT skills.