GPs warn of demand ‘tsunami’ over new online booking system
GPs in England are warning that new online booking systems launching on Wednesday could create overwhelming demand.
Doctors have given ministers 48 hours to introduce safety measures before the system goes live on 1 October, designed to help patients avoid the “8am scramble” by requesting appointments digitally between 8am and 6.30pm on weekdays.
The British Medical Association (BMA) says ministers have broken promises made in February as part of a deal with NHS England and the Department of Health and Social Care to introduce “necessary safeguards” before rollout.
The union says those safeguards were supposed to ensure patients only sought non-urgent consultations online.
Dr Katie Bramall, chair of the BMA’s GP committee, warned the system “will likely lead to the creation of hospital-style waiting lists in general practice.”
The union says current platforms cannot separate urgent from non-urgent cases.
With surgeries already short-staffed, doctors fear potentially serious and life-threatening problems could be delayed or missed.
“Doctors will need to be reallocated away from booked appointments to manage the potential triage tsunami, leading to fewer GP appointments with patients,” the BMA said.
Triage is the process of sorting patients according to the urgency of their condition.
The BMA warns that without more capacity, considerable time will be diverted to reviewing digital requests, reducing availability for routine appointments and planned care.
The union could ballot members for industrial action, such as capping patient numbers.
Some practices took similar steps last year and earlier this year over contract changes.
Health secretary Wes Streeting rejected the concerns, saying the changes would go ahead.
The Department of Health and Social Care said the move “delivers on our manifesto promise to end the 8am scramble.
“Patients can now contact their GP digitally whenever suits them during core hours, not just in that frantic morning rush.”
“It’s about choice and convenience. Patients can still phone or walk in, but now they’ve also got the option available all day,” the department said.
“More people requesting bookings online means quieter phone lines for those who need to call.”
Some of England’s 6,400 GP surgeries already use similar systems, which the department says provide “a smoother workflow and better service.”
The Patients Association said patients want swift access to advice and care, regardless of how they book.
Chief executive Rachel Power said: “Patients should feel confident that when they book or request an appointment, whether online, on the phone, or in person, their needs will be assessed swiftly and safely by someone with the right training and skills to judge urgency.”
