Concern over GP provider's online appointment move

Keyworth Medical Centre is one of four sites in the Village Health Group

Patients have voiced concern after a GP provider moved to an online triage system for appointments.

Village Health Group, which has surgeries in Keyworth, East Leake, Ruddington and Sutton Bonington, wants patients to request a GP appointment online rather than calling up in the mornings.

The group says the move will improve efficiency and make it easier for patients to get appointments.

Some patients at the Keyworth surgery told the BBC they have concerns about the plans.

Concern about accessibility

Tracey Blacknell is a patient at the Keyworth Medical Centre

Patient Tracey Blacknell, 57, from Keyworth, said she did not know about the changes.

"A lady has just shown me the post online about it, I did not know," she added.

"We can't get a doctor now, never mind online. So I don't know if that's a good thing... I don't know if that will cause more problems".

Julie Machin is a patient at the Keyworth surgery and lives down the road

Julie Mackin, 73, from Keyworth, is worried about the implications of the changes.

She said: "I've come into the surgery to see them today because I went online two days ago and it said there was nothing until at least 6 May.

"A lot of people in the village are saying you just can't get appointments."

87-year-old Brendan Wallace has dementia and was accompanied to his appointment by his son

Brendan Wallace, 87, also from Keyworth, has dementia and was accompanied to an appointment by his son, Sean.

Sean, 56, said: "You'll have to book online in the future, so you can't talk to a receptionist and you'll have to use a computer that you haven't got, or a smart phone that you haven't got, so how are you going to get in to see the doctor?"

Brendan replied: "Well, I just won't see a doctor then."

Total Triage

The Village Health Group said: "We are changing and improving how patients can access our appointment system from a predominantly telephone only access offer to an increased online request offer.

"Patients should submit the details of their medical or administrative need via our website between 8am-2pm. Our reception desks at all four sites will remain open to patients to arrive for their appointments.

"The GP team will review each request that working day to determine how best to meet your needs. You will be contacted with either an online response if this is suitable or a date and time for a face to face or telephone appointment".

The surgery also said it will continue to "provide additional support to those patients who do not have access to the internet".

The new system will begin on 3 June 2024.