Key Highlights
- General practices in England have been required to keep an online consultation platform open during working hours since 1 October.
- Doctors report receiving life-threatening symptoms through non-urgent forms, raising concerns about patient safety.
- A poll by Pulse magazine found that 67% of GPs are concerned about patient safety after the change.
- The British Medical Association (BMA) argues that necessary safeguards have not been put in place and no additional staff has been hired to manage requests.
New Online Access Rules for GP Surgeries Spark Safety Concerns
Since 1 October, general practices in England have faced a significant change as they are required to keep an online consultation platform open during working hours. This change was aimed at improving patient access to healthcare services but has raised serious concerns among family doctors regarding the safety of their patients.
Patient Safety Under Threat
Family doctors across England have reported receiving life-threatening symptoms through non-urgent forms, which are designed for issues such as medication queries and administrative matters. For instance, a patient who was experiencing difficulty breathing submitted a form that was intended for non-emergencies. Another case involved a six-week-old baby with a growing red lump, and yet another instance of a five-week-old infant who was lethargic and vomiting.
Dr Caroline Delves, a GP partner in Norfolk, shared her experience: “We had one clinical query about a six-week-old baby with a growing red lump, and another about a five-week-old who was lethargic and vomiting. Another patient filled in a non-urgent medical form saying he could not breathe, but managed to go to A&E, which could have been left waiting longer if the situation had arisen on a different day.” She continued, “That’s on a form that’s supposedly non-urgent – he could have sat there until we’d got through the other 70 forms we had to look at, which would have been unsafe.”
Surge in Non-Urgent Queries
A new poll by Pulse magazine of 431 GPs and practice managers revealed that more than two-thirds (67%) are concerned about patient safety. Dr David Wrigley, deputy chair of the BMA’s General Practice Committee, expressed his concerns: “It’s deeply worrying – and sadly unsurprising – that GPs are concerned for patient safety as a result of these contract changes. We warned the government repeatedly in the past six months that allowing unlimited online consultation requests without the necessary safety measures or additional resources would overwhelm already stretched teams, divert doctors from face-to-face appointments, and risk urgent cases being missed.” He emphasized that innovation must come with appropriate safeguards.
Government Response
In response to these concerns, Dr Amanda Doyle, national director for primary care and community services at NHS England, stated: “It is right that patients should be able to contact their GP practice online – in addition to by phone and by walking in – which is why it was agreed by the BMA’s General Practice Committee in February. In the many practices already offering this service, patient satisfaction is higher.” However, she acknowledged the importance of ensuring patient safety: “Patient safety remains our priority, and guidance and support has been provided to practices to help them put the necessary safeguards in place for urgent clinical requests.”
The BMA’s warnings highlight the potential risks associated with implementing such changes without adequate preparation. As GPs continue to navigate this new system, it is clear that the balance between modernizing healthcare access and ensuring patient safety remains a critical issue.
