A pair of Isle of Wight GP surgeries have been criticised over a new online booking system described as “very alienating” for older people.
An 83-year-old woman from Lake, who chose to remain anonymous, spoke out over the policy that has been implemented at the Bay Medical Practice which includes both the Sandown and Shanklin medical centres.
However, Dr Sam Judd, managing partner at The Bay Medical Practice, said patients were fully supported “to access our services in multiple forms”.
The Lake resident told the Local Democracy Reporting Service (LDRS) of being “left very upset” after Sandown Medical Centre informed her that only online bookings would be taken from now on, when she had gone there in person to book an appointment.
A few days later, she was given the same response at Shanklin Medical Centre.
She said:
“I am not online and wouldn’t know how to do it. I don’t think it is fair to expect elderly people with no skills in this area to suddenly be able to navigate an online booking system to book an appointment.
“A woman at Shanklin Medical Centre showed me how to book an appointment online on their computer, but I still wouldn’t know how to do this on my own, at home.
Article continues below this advertisement “I don’t understand why they can’t help people by simply taking a phone call or by taking appointments in person.”
Dr Judd, managing partner at The Bay Medical Practice, said:
“We fully support our patients to access our services in multiple forms, whether that is via the phone, online or in person.
“As part of offering the best access possible, we have implemented a system called Rapid Health as part of our moving forward into the future of modern general practice.
“This change first took place in April and we undertook a significant communications programme prior to its rollout to ensure our patients were aware.
“The system helps to assess clinical needs to direct the patient to the right healthcare professional.
“While this is primarily completed online, patients who are unable to use the online system can call the practice and we can complete it on our patient’s behalf.”
He added that tablets are available at both centres if patients wish to use them as another alternative.
James Roach, director of primary care and local care at NHS Hampshire and Isle of Wight, said:
“We are committed to ensuring the best access possible for patients in primary care and the new online consultations offer patients an improved way to access the care that they need whether for describing symptoms, getting advice or requesting prescriptions.
“Patients also require a wide variety of ways to access their NHS and we work with all practices to ensure that the new online system is running alongside all other methods.”
It’s grand to know that we are such an inclusive society and not assuming that everyone is digitally connected or able to access something so fundamental to our health.
I think it is great to have different options but not at the expense of those that either do not have the ability or the digital infrastructure at home or on the streets to access something so crucial to many vulnerable people.
computers have been in use in society at large for well over 40 years. The modern internet in peoples homes began over 25 years ago – that means these elderly people were in their 40’s and 50’s when computers and mobile phones began to appear mainstream – they have had decades to learn how to use one – there is no excuse for not being able to use a pc or a phone.
Wow, the level of empathy you show for others is incredible.
How about people who can barely see or hear, or have parkinsons. Pretty good “excuses” as you sensitively put it. Your response is idiotic and really short sighted.
Well said, so thoughtless and uncaring
What an an arrogant obnoxious reply , my mother is 84 years old and would have absolutely no idea how to use a computer or a smart phone.
There is no explanation why the lady in question could not apparently talk to a “receptionist” to make an appointment, just “go away and do it online”. Is the option to ask the receptionist, face to face, one of the unmentioned options?
Sadly in the country we are now living in, old people are
being shoved to one side.
Very disappointing