According to a new poll, one in six GPs in the UK have not been providing face-to-face appointments to patients, citing inability to meet the high demand. During the first Covid-19 lockdown, doctors implemented a virtual appointment protocol, resulting in less than half of appointments being conducted in-person. Prior to the pandemic, approximately 80% of appointments were face-to-face.
In 2021, NHS England reversed its ‘total triage’ policy, which encouraged remote consultations, and ensured that all patients had the right to opt for an in-person appointment with their GP. However, despite these government interventions, only 69% of appointments across England are currently being held face-to-face. This marks a significant decrease from pre-pandemic levels, with some areas reporting less than 20% of cases being handled in-person.
The figures have been deemed “totally unacceptable” by patients’ groups, while doctors state that they are unable to cope with the demand for appointments and lack the necessary capacity to provide in-person care to every patient.
A survey conducted by Pulse Magazine, which included nearly 900 GPs, found that 58% of family physicians are offering in-person appointments to patients upon request. Most claim that the wait times for in-person appointments are similar to those for remote consultations. However, 22% of doctors have stated that patients insisting on face-to-face appointments may have to wait longer to see their physician. Furthermore, 16% of GPs admit that they are unable to provide in-person appointments to all patients who request them.
The survey also revealed that 77% of practices have experienced an increase in demand for face-to-face appointments over the past year. Some doctors participating in the survey mentioned that their surgeries cannot meet the high demand, while others stated that they will try to persuade patients to opt for telephone or virtual appointments if they believe it is more appropriate. One GP argued that not all requests for face-to-face appointments are appropriate and that some can be more efficiently managed through remote consultations.
However, NHS guidance states that GPs must respect a patient’s preference for face-to-face care, unless there are valid clinical reasons to suggest otherwise.
Doctors who support virtual appointments argue that they can provide safe, timely, and appropriate care both in-person and remotely. Professor Kamila Hawthorne, Chairman of the Royal College of GPs, acknowledges that some patients prefer face-to-face consultations, while others find remote care convenient and effective. On the other hand, Dr. John Sharvill expresses his dislike for telephone or video appointments, stating that he does not feel confident treating certain cases without physically examining the patient. He also believes that the time spent setting up a video consultation could be better utilized for an in-person appointment.
NHS England has stated that nearly 70% of appointments are currently being delivered face-to-face, and all GPs are required to offer both face-to-face and remote consultations. The NHS plans to improve access further through initiatives such as pharmacists prescribing for common conditions and expanding options for patients to self-refer. Additionally, the NHS Long Term Workforce Plan aims to increase the number of GP training places.
In conclusion, the demand for face-to-face appointments with GPs has increased, but many doctors claim to be unable to meet this demand, resulting in a significant decrease in the proportion of appointments being held in-person. Patients and doctors have differing preferences regarding in-person and remote consultations, and while the NHS emphasizes the importance of respecting patient preferences, it also acknowledges the need for valid clinical justifications in determining the most appropriate mode of care.
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