Since the summer, our helpline team have noticed a substantial week-on-week rise in the number of callers concerned and distressed about the online service provided by Patient Access. This is a service which allows patients to book appointments with their GP, order repeat prescriptions and have easy access to their medical records. As with many on-line only services, there is no helpline to call when the system breaks down and that can lead to many unhappy users – in this case patients with very real concerns. It is clear that the response time from the service has in some cases been unacceptable as any delay in receiving repeat prescriptions, for example, can have devastating effects.
Our helpline team are unable to resolve individual requests for medical help, as that is down to the NHS, but we are able to recommend helpful next steps for anyone having difficulty with Patient Access.
We now suggest callers contact Patient Access via social media – particularly Twitter and Facebook - as their response on these platforms is considerably faster than through their website. In addition, we are collating and forwarding all the concerns we receive to the CQC for their review, and we will continue to do this on an ongoing basis.
If you need health or care advice, call 0800 345 7115 between 9.30 and 5pm on weekdays, or email firstname.lastname@example.org. You can also visit our website to find out more about our helpline, and visit our advice and information leaflets here.