NHS: Pre-pandemic Facility Levels

Viscount Hailsham Excerpts

Tuesday 29th March 2022 Lords Chamber

[Lord Kamall (Con)]

The noble Lord makes some really good suggestions. On technology, one of the things we are looking at is why, in this day and age, when you can book appointments online for most other meetings, you cannot for GP practices. We want to make sure that people can book online, by telephone, and in advance—rather than having to phone at 8 am —and also let them choose between different places. We have to look at all these options, but, at the same time, technology is not enough: we also have to change the work processes to match the changes in technology.

[Viscount Hailsham (Con)]

My Lords, a problem that I have encountered in Lincolnshire is that when one tries to get a telephone appointment with the GP, one is offered a point in a spectrum of a number of hours. One simply cannot sit at one’s desk waiting for a call back within a spectrum of a number of hours.

[Lord Kamall (Con)]

That is exactly why, as technology has improved, you should be able to book a specific time. In fact, in some practices, it has gone backwards since the 1970s. When I was a child, my mother was able to phone up and ask, “Can my son have an appointment on Tuesday next week?” These days, you have to phone at 8 am hoping to get in the queue to book an appointment. Technology should improve that, and we hope that once we are able to recover, we will be able to use technology to book in advance.