Darlington doctor warns opening up GP appointments could increase waiting times

Last week, NHS England said all GP practices must offer face-to-face appointments and an in-person reception desk, ending the mandatory "total triage" system introduced during the pandemic.

Dr Amanda Riley, clinical director of the Darlington Primary Care network warned it will be a gradual process and not a sudden return.

She added: “Over the last year the way general practice works has changed drastically in response to the Covid-19 pandemic. GP surgeries in Darlington and most NHS areas have been open throughout and have never stopped seeing patients face to face.

"Over the last two months, GPs are seeing a phenomenal and unprecedented rise in demand for their services and this is continuing to increase. Practices want to be able to deliver the best and safest care they can for all of our patients."

She added: "If we were to return to opening up all of our appointments as before, we would very quickly see an increased waiting time for GP consultations. We will undoubtedly be seeing more and more people face to face over the coming weeks as lockdown eases, but this will be a gradual process and not a sudden return to exactly how care was delivered before."

Dr Amanda Riley, clinical director of Darlington's Primary Care

She said the total triage system had reduced waiting times for consultations, with many now taking place on the day they were requested.

Total triage was a system whereby patients were remotely screened and directed to the most appropriate health service for their problems, and was introduced as a Covid-19 precaution.

GP appointments were also conducted by telephone, video or online unless it was clinically necessary for a consultation to take place in person.

Currently around half of GP consultations nationally are being delivered face to face.

Before the pandemic, some 70 per cent of appointments were face-to-face and 30 per cent were phone, video or online, but this switched to around 30 per cent face-to-face and 70 per cent remote at the height of the crisis.

From Monday, GPs have been told physical appointments must be available, though the use of telephone and online consultations can remain where patients benefit from them.

All practice reception desks must be open to patients, in a Covid-safe manner, so those who do not have easy access to phones or the internet are not disadvantaged when accessing care.

With lockdown restrictions are easing and face-to-face appointments on the rise, there are growing concerns among GPs that the triage system in place will be abandoned too quickly.

Dr Riley added: “If we were to return to opening up all of our appointments as before, we would very quickly see an increased waiting time for GP consultations.

"We will undoubtedly be seeing more and more people face to face over the coming weeks as lockdown eases, but this will be a gradual process and not a sudden return to exactly how care was delivered before.

“We are aware that for some people remote consultations are very challenging, for example if English is not your first language or due to hearing impairment. Throughout the pandemic we have endeavoured to see these groups face to face where safe and practical, this will continue.”

To ease pressure from GPs, Darlington residents are being urged to practise self-care, including making use of over the counter medication where possible.

Dr Riley added: "Healthcare is not an unlimited resource.

"Despite working very long hours, GPs and nurses in primary care are struggling to keep up with demand, alongside delivering the vast majority of Covid vaccinations to our town’s population which takes GP staff out of practices.

“As a primary care network, we will be employing new roles over the next year which we hope will improve access to primary care services.

"Therefore, we need to continue the care navigation and triage of appointments to ensure this resource is targeted to those with the most need and that patients get to consult with the most appropriate professional first time.”