This site is intended for health professionals only

At the heart of general practice since 1960

pul jul aug2020 cover 80x101px
Read the latest issue online

Independents' Day

GP practices defy national stance to suspend online booking due to Covid-19

GP practices around the country have suspended online appointment booking due to coronavirus (Covid-19), Pulse has learned.

Since last year, GP practices are contractually required to offer a quarter of their appointments online but the BMA has urged NHS England to temporarily lift the requirement to ensure patients are triaged for coronavirus before presenting at practices.

NHS England has refused the BMA’s request, saying it does not believe national suspension is a ‘proportionate response’ currently.

So unless local agreements are in place, GP practices are risking contract breach notices in their attempts to keep their patients safe from the spread of coronavirus, one GP representative warned.

Despite this, Pulse has found multiple examples of practices around the country - in Sheffield, London, Bristol, Wakefield, Northampton, and Stratford-Upon-Avon - that have told patients on their websites that they have temporarily suspended online booking so they can properly triage patients.

The Crookes Practice in Sheffield sent out a notification to patients on Tuesday (18 February) saying that online booking would be temporarily suspended ‘for the health and safety of everyone’.

Speaking with Pulse, business manager Kate Carr said they were not the only practice in the city to take this step and others had put the measures in place earlier.

‘We felt it was better to be safe and try to minimise the risk of what has happened in other areas, especially on the back of the UK Government officially declaring the coronavirus outbreak “serious and imminent threat to public health” on 10 February and subsequent information from the BMA.’

She added: ‘Hopefully our message was clear that this is a temporary solution to reduce the risk of spreading the virus and we will continue to seek advice and guidance and act in the best interest of our patients and staff.’

NHS Sheffield CCG would not comment, passing all queries about coronavirus to the Department of Health and Social Care.

NHS England has told BMA that LMCs will have to lobby CCGs locally where there are concerns about spread of the virus, to obtain permission to switch off booking.

A spokesperson for Londonwide LMCs said they had heard of one case of a London practice suspending online bookings into its extended hours service because the booking platform does not require patients to give a reason for wanting the appointment.

‘Our advice to any practice considering ceasing to fulfil a contractual requirement is to contact their commissioner and get written agreement beforehand, which their LMC can support them with if needed.’

Dr Robert Morley, executive secretary at Birmingham LMC, said practices who unilaterally decide to suspend online booking could be issued with a contractual breach notice.

He added that NHS England’s position that this was up to local agreement was ‘unacceptable’.

‘Online booking is a national contractual requirement. Coronavirus is, we’re told, a national public health emergency. It’s clear that practices do not have the facilities or equipment to safely manage any suspected cases.'

He added: ‘Online booking is a specific risk, particularly for inappropriate diversion of cases to general practice by NHS 111, as we’re hearing from across the country.

‘It’s simply not good enough to expect practices and LMCs to have to argue the case with their CCG locally, when the inevitable response from them is going to be that they can’t alter national contractual requirements.’

BMA GP Committee chair Dr Richard Vautrey said: ‘The latest guidance provides wording for online booking systems to highlight the process for suspect Covid-19 cases, encouraging patients to call NHS 111 rather than attend their practice. This has gone to online booking providers and we would advise that if practices use their own online booking systems that they replicate this wording.

‘We continue to be concerned about the potential risk to staff in practices with the use of online services without triage and will continue to push for suspension as a local option where appropriate.’


Readers' comments (5)

  • yep, patients are really going to admit they've been to china or elsewhere at risk, unless asked specifically and have to tick a box, via an online booking system. considering they don't tell us, even when asked by reception, that they have D&V, till they throw up in the waiting room. If we charged them for the cost of the clean up afterwards perhaps they would take more heed. The power that be really do not understand human behaviour.

    Unsuitable or offensive? Report this comment

  • Let the revolution begin ...

    Unsuitable or offensive? Report this comment

  • Nhsfatcat

    NHSE do not trust us to be able to think. We must comply. I have no end of people using online booking then turning up with different complaints and occasionally - I booked this for me but I want you to see XYZ. A patient desperate and afraid will lie on an online booking to get an appointment; potentially putting a practitioner, practice and the public at risk through their fear. Good luck to CCGs and NHSE to providing primary care when we have to shut. (Trust us we're doctors!)

    Unsuitable or offensive? Report this comment

  • Vinci Ho

    One thing about this catastrophic fiasco of Covid-2019 , apart from all the conspiracy theories yet to be proven , is the complete lack of understanding and underestimation of the preparedness of a country to deal with an outbreak of infection . China(re Wuhan) , Japan(re Princess Diamond), Hong Kong , Singapore etc are all validating this hypothesis . Perhaps , this Hollywood-like melodrama is the last thing we want in this politically tumultuous time period of the world .
    Of course , our country is currently at low risk of an epidemic compared with Asia .But the political obsession of this government of more and more access without properly considering resources particularly expertise(and equipments) in this case of tackling suspected cases in the frontline of general practice , is ignominious and egregious .

    Unsuitable or offensive? Report this comment

  • NHSE does not give a damn what happens to the surgery or your life as it shows. Just headlines and posturing. No common sense and professional judgement is ignored. What about the other patients and staff?
    Once again our professional freedom is sacrificed and the BMA ignored. Perhaps this is a wake up call. We do not need anymore Dr Bawa Garba cases. Punished for helping once again.

    Unsuitable or offensive? Report this comment

Have your say