GP patients in England have the right to request a face-to-face appointment, and NHS guidelines mandate that practices must offer one if preferred. According to an NHS GP, surgeries that fail to provide adequate arrangements for appointments or refuse in-person consultations are, strictly speaking, breaking the law.
What the NHS Guidelines Say
NHS England has issued guidance confirming that GP surgeries must ensure they offer in-person appointments and respect patient preferences for face-to-face care, unless there are legitimate clinical reasons not to, such as COVID-19 symptoms. While there is no absolute legal right to an in-person consultation if the GP deems a remote assessment more appropriate, patients are entitled to see a healthcare professional within 48 hours when necessary.
Sophie McGarry, a solicitor and senior litigation executive at Fletchers Group, outlines your legal rights and options if you believe you have been misdiagnosed during a remote consultation. She advises that if you feel a face-to-face appointment is necessary, you should ask for one, explaining your reasons. If refused, you can escalate the matter to the practice manager or make a formal complaint.
Steps to Take If Refused an In-Person Appointment
In a letter to GP surgeries dated May 13, 2021, NHS England states that practices must display clear guidance on their websites, including how to request assistance and access face-to-face or walk-in services. McGarry recommends checking your surgery's website first. If information is missing, ask the practice to provide it. If resistance persists, refer them to the NHS England letter and request an in-person consultation, explaining why it is necessary. If receptionists or GPs continue to refuse, escalate to the practice manager.
Using Online Forms for Appointments
An NHS GP suggests using online forms available on your surgery's website or via the NHS app to avoid long phone waits. These forms are secure and confidential, and can be used for yourself or others, such as loved ones in care homes. Online appointments are generally quicker if you don't mind a remote consultation.
Booking, Changing, or Cancelling an Appointment
You can contact your GP surgery via online forms, phone, or in person. Before booking, the surgery may ask about your medical needs to assess urgency and determine the appropriate healthcare professional.
Are Face-to-Face Appointments Better?
McGarry believes in-person appointments are safer and reduce the risk of misdiagnosis. Remote assessments lack the ability to conduct tests or examinations, and incidental findings may be missed. In-person consultations allow for physical examination, which is crucial for conditions like lumps or infections. Additionally, patients may find it easier to discuss sensitive issues face-to-face, and the human touch can provide comfort.
Who Is Harder to Assess Remotely?
Children, the elderly, and those with mental health issues or communication difficulties can be more challenging to assess remotely. Children may struggle to express symptoms, the elderly may have hearing difficulties or lack technological skills, and some people find it hard to open up on the phone.
Your Right to Choose a Hospital or Consultant
If your GP refers you for treatment, you have the legal right to choose the hospital or service, including many private hospitals that provide NHS services, as long as the cost is not higher than an NHS referral. You can also choose a clinical team led by a consultant. Appointments can be booked via the NHS e-Referral service. If you face a wait exceeding the maximum waiting time, you can request a move to a different provider.
Conditions Harder to Diagnose Remotely
Conditions requiring visual or physical examination, such as infections, chest pain, abdominal pain, or lumps, are difficult to assess remotely. GPs need to see and feel a lump to determine its characteristics and whether a referral is needed. NHS England advises against sending clinical images of intimate areas during remote consultations and recommends face-to-face assessments for intimate examinations.
What to Do If You Feel Misdiagnosed
If you believe you were misdiagnosed during a remote consultation, ask your GP for an in-person appointment for further assessment. If refused, you can request a second opinion with another GP or escalate to the practice manager. If your condition worsens, seek urgent care at a walk-in centre, urgent care centre, or A&E.
