GP practices should not switch off their online consultation systems outside of core hours as it will “reduce patient satisfaction”, according to NHS England.
It comes in controversial new guidance issued amid a row over GP access. NHSE issued the new “standard operating procedures” this afternoon.
HSJ revealed last month that large numbers of overwhelmed GP practices were turning off their online consultation services at weekends after the recent boom in digital appointments uncovered an ‘unmet demand’, leading to large numbers of queries to deal.
But the new SOP says: “Patients should be able to make requests in an online system at any time.”
Disabling the system outside of core hours, which some practices have done to help manage demand, is “less convenient” for patients and would “reduce satisfaction”, it says.
Source: HSJ, 20 May 2021
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