Greystoke Surgery
JN
Jonathan N. 2 years ago • From Google
Bad
The transition to an exclusively digital appointment booking system raises significant concerns about accessibility and inclusivity. The approach appears to have been designed without adequate consideration for those without reliable internet access or mobile connectivity, and many older patients may find digital systems challenging to navigate. As someone working in technology, I regularly encounter situations where modern systems fail to function as intended. It seems problematic for a medical practice to rely solely on such technology, particularly given that many elderly and vulnerable patients may struggle with digital tools. While the previous telephone-based system had its limitations—requiring calls at a specific time each morning—moving entirely to online booking has created different barriers rather than solving the original problem. Reports of patients being unable to access appointments through traditional means and being directed solely toward digital alternatives suggest the current approach may not be serving all patients effectively. A more balanced solution might involve promoting the digital booking option as the primary method, which could reduce peak-time call volumes and reception workload, while maintaining alternative appointment booking methods for those unable to access online systems or lacking digital skills. This would allow the majority of patients to benefit from the convenience of digital booking while ensuring no one is excluded from accessing care. It is encouraging to note that some neighbouring practices have adopted similar digital systems but subsequently reintroduced telephone booking options. It would be hoped that this practice might consider a comparable adjustment to better serve its entire patient population.
Rachel C.