Could This Be Discrimination?

[dunnitall]

Is this a kind of discrimination do you think? Sister in law 70's and brother in law 81 not only have physical disabilities but he is deaf and difficulty with hearing on the telephone even with two aids in and it's a no go if person on other end of phone has any kind of accent. Sister in law has a permanent medical disability where she can only whisper, does not have a 'proper' voice.

They usually make GP appointments online (ideal for them) but unbeknown to them (and most patients I gather) this stopped in December 2016 and no one can go into the surgery to pre book an appointment. The surgery know they cannot have telephone consultations but often forgotten, even to the extent of one GP ringing sister in law, she struggling to make herself heard, told by doctor he was putting the phone down as he couldn't hear her and told her to write him a letter!!

Now the new system in place for appointments means you can only book a telephone call back for a doctor to phone you to either tell you you can have an appointment that day or if they will sort it over the phone! The patient has to phone at 8.30 a.m. or go to surgery at that time but no one can pre book an appointment.

This in effect has barred my s-i-law and husband from getting an appointment to see the doctor as they only have the telephone system in place. I'm appalled that no provision has been made for people like them to make an appointment any other way. Someone has said it's discrimination but I'm not so sure. They have written to their surgery but as yet have not received a reply.

[andy-hughes]

No, it's not discrimination in the accepted sense of the word, but it is a failure on behalf of the practice to attend to patients based on their needs and circumstances.

I suggest you visit the surgery and explain the circumstances, and ask for some help and advice for your relatives.

[dunnitall]

Thanks AH I thought it might be something like that I will pass your advice on. I would also like to know if other people have experienced this with their surgeries. Is this the norm or what is going to be 'trending'? I know the NHS is in crisis but is this the way forward?? Surely not....