The way patients book appointments with their GP is undergoing a complete transformation starting today. GP surgeries are introducing a new system to eliminate the stressful “8am scramble” where patients had to repeatedly call just to reach a receptionist.
While this change may benefit patients, GPs are concerned that it could lead to a surge in requests, overwhelming surgeries with more work than they can manage. The British Medical Association (BMA) is worried that this influx of requests could jeopardize patient safety as surgeries struggle to cope.
Doctors have even threatened to take industrial action unless immediate safeguards are put in place, potentially disrupting services across the NHS. The new system requires every GP practice in the UK to keep their online booking system open from 8am to 6.30pm, Monday to Friday, without asking patients to call back the next day.
Patients will need to provide details about their condition, and practices are expected to respond within one working day. They will be offered a GP appointment or directed to a pharmacist or other NHS service. Some cases may receive self-care advice.
These changes aim to address the dissatisfaction reported by patients with the current system, allowing them to schedule appointments, seek administrative assistance, and order prescriptions at any time. The government hopes this will alleviate the morning rush for appointments and distribute demand more evenly.
Under the new rules, GP surgeries must keep requests open instead of closing them once a daily quota is reached. This means staff will need to review all requests, urgent or not, which could pose risks without proper triage tools in place.
Despite the shift toward online processes, patients can still seek assistance by calling or visiting the surgery. Critics argue that longer waiting times could persist if additional staff are not hired to manage the potential increase in requests.
The BMA has urged the government to implement safeguards for prioritizing urgent cases, expressing concerns that the necessary measures are not yet in place. Dr. Katie Bramall, chair of the BMA GP committee, warned that without adequate protections, general practice could face challenges akin to hospital waiting lists and reduced face-to-face appointments.
GP practices fear being overwhelmed by the influx of requests, potentially leading to extended waits for non-urgent appointments. The BMA is wary of the possibility of hospital-style waiting lists encroaching on general practice and a significant reduction in face-to-face GP consultations.