Isle of Wight GP Surgeries Criticised Over ‘Alienating’ Online Booking System

Two Isle of Wight GP surgeries have faced criticism over a new online-only booking system described by one patient as “very alienating” for older people.

An 83-year-old woman from Lake, who asked to remain anonymous, said she was “left very upset” after being told by Sandown Medical Centre that appointments could now only be booked online.

The same policy is also in place at Shanklin Medical Centre — both part of The Bay Medical Practice.

The patient told the Local Democracy Reporting Service:

“I’m not online and wouldn’t know how to do it. It’s not fair to expect elderly people with no skills in this area to suddenly be able to navigate an online system.

“I don’t understand why they can’t just take a phone call or book appointments in person.”

However, Dr Sam Judd, managing partner at The Bay Medical Practice, said patients are fully supported to access services “in multiple forms”.

He explained:

“As part of offering the best access possible, we’ve introduced a system called Rapid Health — part of modernising general practice.

“While it’s primarily completed online, patients who can’t use the system can call the practice and we’ll complete it on their behalf.”

Dr Judd added that tablets are available at both centres for patients who wish to use them.

James Roach, Director of Primary Care and Local Care at NHS Hampshire and Isle of Wight, said the new system is designed to improve access for patients, while keeping traditional contact methods available.

“Patients need a variety of ways to access their NHS,” he said.

“We work with all practices to ensure the new online system runs alongside other methods.”