Key Findings from the Report

A recent study conducted by the charity Re-engage has highlighted significant concerns regarding the shift to digital-first booking systems for GP appointments, particularly affecting older adults. The report, titled ‘Care on Hold’, outlines several critical issues:

• Low internet usage among older individuals.
• Complex online systems that are difficult to navigate.
• Reduction of traditional booking methods leading to delayed care.
• Increased pressure on emergency services due to unmet healthcare needs.

Survey Insights

The survey included 668 respondents aged over 75, revealing that:

• One in three could only book appointments online.
• 77% expressed a desire for traditional booking methods to remain available.

Voices from the Community

Jenny Willott, the chief executive of Re-engage, stated:

“The increasing use of online bookings is leaving older people frustrated, feeling they are being discriminated against and dehumanised. They clearly prefer to get a GP appointment by phone or in-person, but say they are being left behind by the constant march of digitalisation.”

Impact on Loneliness and Isolation

The report also highlighted the emotional toll of digital booking systems:

• 70% of respondents reported lacking the necessary equipment or skills for online booking.
• 63% felt that online access heightened their feelings of loneliness and isolation.
• 62% did not have anyone to assist them with online bookings.

Regional Disparities in Access

Freedom of Information requests revealed disparities in GP access across the UK:

• 81% of respondents in England reported availability of telephone and in-person appointments.
• 71% in Wales and only 21% in Scotland reported similar access.

Recommendations from Re-engage

In light of these findings, Re-engage is urging the UK government to:

1. Ensure the option for phone and in-person GP bookings remains available.
2. Include non-digital access as a requirement in GP contracts.
3. Involve older individuals in the development of digital health policies.
4. Collect data to identify age groups adversely affected by digitalisation.

Response from NHS England

A spokesperson for NHS England commented:

“While online booking forms offer patients an additional way to access care, they are not a replacement for traditional methods, and all GP practices are contractually required to allow patients to book appointments by phone or by attending reception in person.”

For further insights into digital exclusion, consider listening to the episode of Digital Health Unplugged, which discusses whether the NHS’s digital shift is enhancing healthcare access or creating new barriers.