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2.2. Internet appointment booking
Allowing patients to create, amend and cancel their appointments online is becoming a popular alternative. It can be particularly convenient for patients when the practice is closed or telephone lines are busy.
Benefits
- Gives patients 24/7 access.
- Quick and easy to use, popular with patients who have busy lives.
- Can be popular with older people and those with hearing loss or a learning disability.
- Patients receive automated booking confirmations – no need to reconfirm by telephone.
- Reduces incoming calls and so relieves workload for reception staff.
- Appointments can be cancelled easily, reducing ‘did not attends’.
- Some suppliers estimate there is a 67p saving from each appointment booked online.
- Practices can choose how many appointments they want displayed, and are therefore able to be booked online.
- Some systems allow patients to send a message with their booking to tell the clinician what their consultation is about. Many offer additional options such as repeat prescriptions.
- Log-in details can be revoked if a patient misuses the service.
- Many systems also allow patients to view and order repeat prescriptions online, providing additional convenience for patients and making practices more efficient.
Drawbacks
- Not everyone has access to a computer.
- Some patients may need a lot of training to use the system.
- Patients may be concerned about the security and confidentiality of the information.
- Requires some staff time.
Costs
Costs vary. This depends on whether it is an extension to your existing system or an update of an old system. Contact your GP system supplier to discuss your options.
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