A disturbing analysis finds that out-of-date GP surgery websites that still do not offer online booking systems contribute to the 8 a.m. appointment frenzy.
It means that millions of frustrated patients who would rather utilize the internet are obliged to call their doctor’s office and wait in enormous lines to speak with a receptionist.
People requesting sick notes and repeat medications at practices that have not adopted the technology that would expedite the process online are also adding to the congestion.
Experts warn that the obstacles patients currently encounter in gaining a primary care physician appointment have deterred some from seeking treatment, putting them at risk for severe disease or death.
More than a quarter of GP websites (27%) do not allow users to book an appointment, according to new data by the Future Health think group.
Seven out of ten (68%) GPs do not provide extensive advice on how to contact alternative local NHS services, such as pharmacies or NHS 111, which might alleviate their workload.
And only 28% let patients request a sick note, or as they are now known, a “fit note.”
The findings come in advance of what health authorities anticipate will be the most challenging winter in the history of the NHS, with staff shortages, strikes, bed-blocking, Covid, and influenza all contributing to the issue.
Half of the people now prefer to use online NHS services, according to research, yet 31% of the 120 examined GP websites were difficult to navigate and use.
Forty percent failed to include any information about vaccines, such as Covid and flu, meaning patients may forego immunizations that could safeguard their health and alleviate service demand.
If the findings were to be duplicated on a nationwide scale, approximately 10.5 million patients in England would not have access to a working and appropriate GP website.
Richard Sloggett, program director at Future Health and a former special adviser at the Department of Health and Social Care, stated: ‘Primary care is under increasing pressure as we head into winter, and patients must have as many access points as possible to the information and care they require.
This research demonstrates that many GP websites must be upgraded to enable better patient care and ease system stresses.
As part of their winter preparations, the government and NHS England should rapidly improve primary care websites.
A seemingly modest but urgent investment could have a significant impact.
The research entitled “Tackling pressures and improving patient experience: The argument for upgrading GP websites” suggests that the NHS should “urgently” spend up to £10 million this winter modernizing websites.
It indicates that the funds are allocated to Integrated Care Systems and Primary Care Networks, which are networks of local GP offices.
Jacob Lant, head of policy and research at Healthwatch England, the patient watchdog, stated, “During the pandemic, the NHS disproved the notion that it cannot use digital technologies to enhance the delivery of treatment.”
‘However, as this study demonstrates, there is still a long way to go before every GP office in the country offers the entire spectrum of online services that customers have grown to expect.
“Because GP services are under a great deal of pressure, it is essential that the industry be adequately supported to bring all websites up to standard.
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And the greatest way for practices to improve their online offerings is to speak with those attempting to use their websites to determine what is and is not working.
“Websites that are poorly designed can greatly raise the level of irritation people feel while attempting to seek care.
‘However, when properly implemented, they can alleviate pressure on phone lines, assist patients to manage simple demands such as medication refills, and make things more efficient overall.
Utilizing online services to their fullest extent can help free up time and resources to assist folks who struggle with digital access.
Rachel Power, chief executive officer of the Patients Association, remarked, “This study contradicts the common assertions that primary care has gone digital.”
It demonstrates that many patients must still call their general practice to arrange appointments, purchase repeat medications, or obtain a fit note, yet many patients continue to contact us to let us know how difficult it is to reach their practice by phone.
“We agree with the recommendations and support the call for the government to fund Integrated Care Systems and Primary Care Networks to help practices develop better websites that provide patients with access to services, thereby relieving pressure on reception and administrative staff, as well as GPs.”
The most recent GP patient survey revealed that only 56.2% of respondents rated an overall positive appointment-making experience, a decrease from 70.6% in 2021 and 65.5% in 2020.
It also revealed that 26.5 percent of patients who needed an appointment indicated they had postponed making one in the previous 12 months because it was too onerous, which is an increase from 11.1% in 2021.
Professor Kamila Hawthorne, chair of the Royal College of General Practitioners, stated: ‘GP practice websites are wonderful tools for informing patients about a practice’s services and how to access them, as well as signposting to other essential services.
‘Maintaining these websites to ensure content is current and functionality is optimal necessitates a major financial and time investment when practice teams are under strong workload and manpower challenges.
‘The College is pushing for increased investment in the IT infrastructure of general practice, as well as increased efforts to expand the workforce and reduce superfluous bureaucracy.
“Today’s research demonstrates that this should be a top priority for the government so that patients’ access to GP services is optimal.”
A representative for the NHS stated, “Earlier this year, NHS England published guidance to assist local areas in creating user-friendly websites and is collaborating with suppliers, general practices, and local NHS services to assist with improvements.”
7 out of 10 patients reported an overall positive experience with their practice.
