General Practitioners: Telephone Services
The question
To ask the Secretary of State for Health and Social Care, what steps he is taking to ensure that GP practices comply with GP Contract requirements on telephone appointment accessibility for a) elderly and b) vulnerable patients.
Answered by Stephen Kinnock
We understand that not all patients can or want to use online services. The GP Contract is clear that patients should always have the option of telephoning or visiting their practice in person, and all online tools must always be provided in addition to, rather than as a replacement for, other channels for accessing a general practice.
Integrated care boards (ICBs), as commissioners of primary care services, are responsible for ensuring general practices are meeting the requirements of their contracts. If necessary, ICBs can issue formal warnings, apply financial sanctions, and terminate contracts if practices are not meeting the needs of their patients.
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