Wes Streeting’s plan to make booking easier made sense. Then I encountered an AI triagist, a stubborn receptionist and a Kafkaesque vicious circle
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couple of months ago the health secretary, Wes Streeting, rolled out his latest master plan to save the NHS. From 1 October, it became compulsory for all GP practices in England to offer the online option for patients to request non-urgent appointments or medical advice throughout core working hours (8am to 6.30pm, Monday to Friday).
The doctors’ union might not have much liked it, but it made sense to regular punters like me. It seemed like a common sense means of avoiding the maddening early morning scramble for the few available appointments, hanging on for an age, only to be told all the slots have gone. Or worse, just have the phone go dead on you.
Who wouldn’t prefer filling out a form in relative serenity? And, of course, it was just an option. The NHS made it clear that those who struggled with literacy or forms, or didn’t have access to the right technology, could still phone. So it seemed like the best of all worlds.
