Doctors appointments are still available in person despite online option

A MEDICAL practice manager has responded to a claim from a resident that patients are being discouraged from making face-to-face appointments.

The man, who wishes to remain anonymous, highlighted a national newspaper story about a patient found dead five days after he emailed a GP surgery in England that encouraged patients not to call.

He said: “Moray GP surgeries attempt to dissuade patients from telephoning them, in preference to using their web-based apps.

“God knows how the elderly - barely able to master a mobile phone - cope!”

The story in The Sunday Telegraph revealed that a man experiencing breathing difficulties was encouraged to email instead of phone in line with the surgery’s communication policy.

Staff at the surgery took three days to respond and he was found dead at his home two days later.

Forres Health and Care Centre provides patients with the option to use ‘Engage Consult’ via forresgppractices.co.uk or the Engage Consult app to ask for online help with medical problems or to ask an administrative question.

Culbin and Varis medical practice manager, Fiona Harris, confirmed her staff aim is to respond within two hours.

She said: “Engage Consult is an option available to patients to access our service. Although we promote it, we do not insist upon it. It helps to improve access for our older patients, both for those who use it directly and for those who use the phone.

“The option also helps to reduce pressure on our phone system and means patients don’t have to wait on the phone to get through to us.”

Engage Consult allows patients to provide relevant information so staff can: give access to assessment and treatment for urgent medical problems; provide an appointment with a GP or other clinician for ongoing, more complex or specific problems; give advice and treatment online if it’s more straightforward; direct patients to a more appropriate service for their needs; or respond to administrative queries.

Ms Harris claimed that some patients find it easier to put as much information as they can into the app rather than speaking to someone in person if they have a sensitive issue.

She added that feedback from patients, including many in their 70s and 80s, has been “overwhelmingly positive”, especially from those who use it regularly.

She finished: “For those patients who don’t have online access, or who prefer to contact us in person or by telephone, our staff are always happy to give appropriate care advice and access to appointments.

“Engage Consult is not a substitute for patients who need to be seen. Patients who require a face-to-face examination will always be invited to attend.”

For more information visit https://www.forresgppractices.co.uk/clinics-and-services/engage/