General practitioners (GPs) are issuing a warning of potential industrial action if Health Secretary Wes Streeting proceeds with significant alterations to the appointment booking process for patients. Streeting aims to eliminate the morning rush for appointments by mandating that GP practices in England allow patients to request appointments online during all operating hours, starting this Wednesday. Presently, practices have the flexibility to suspend online bookings during busy periods, leading to engaged phone lines and restricted access for some patients.
The intended changes to maintain continuous online access were designed to free up phone lines for elderly patients who rely on them. However, the British Medical Association (BMA) argues that without additional resources, this could quickly escalate into a “critical patient safety issue.” The BMA has threatened to escalate the situation by initiating a formal dispute if the government does not halt the plan within the next 48 hours.
Dr. Katie Bramall, chair of the BMA GP committee, expressed concerns that the proposed changes could result in hospital-like waiting lists in general practice and reduce face-to-face GP appointments. She highlighted the risk of patient harm due to the overwhelming influx of online requests and the challenge of identifying urgent cases amid numerous unmet patient needs.
Streeting is scheduled to address the doctors’ union at the upcoming Labour Party Conference in Liverpool. The BMA advocates for practices to retain the ability to redirect online consultation requests to phone or walk-in options if they become overwhelmed, as the current system often leaves patients struggling to connect with the practice.
The upcoming changes will transform the GP triage process in England, requiring practices to accept appointment requests online, via phone, or in-person from 8 am to 6:30 pm. Patients will be asked to provide their condition details, and the practice must respond within one working day, offering a GP appointment slot, referral to a pharmacist or other NHS service, or self-care advice in some cases.
The alteration will end the practice of GP offices asking patients to call back the next day at 8 am. The BMA raised concerns that online systems may not differentiate between urgent and non-urgent cases and emphasized the importance of implementing safeguards to prevent erroneous submissions of urgent clinical requests online.
Furthermore, the BMA warned that without additional staffing, GPs might be diverted from face-to-face appointments to manage online appointment requests. If the changes proceed, the BMA plans to enter a technical dispute with the government, potentially leading to a strike ballot if the issue remains unresolved.
Dr. Bramall emphasized the need for necessary safeguards to be in place before the implementation date and called on Streeting to prioritize patient and staff safety. She highlighted the role of general practice in NHS technological innovation and emphasized the willingness to adapt to change while maintaining patient and staff well-being.
The government has a 48-hour window to reconsider the course of action, avert a potential dispute, and uphold its commitments.