A medical negligence expert has clarified the legal rights of patients in England regarding face-to-face GP appointments, following the release of the GP Patient Survey by NHS England. The survey revealed that one in three patients found it difficult to contact their GP by phone, and over a quarter had appointments conducted remotely.
Sophie McGarry, a solicitor at Patient Claim Line, explained that under new NHS guidance, GP practices in England must offer face-to-face appointments if requested. Practices that fail to make necessary arrangements or refuse in-person appointments are, in strict terms, breaking the law. However, there is no absolute legal right to an in-person visit if the GP deems a remote consultation clinically appropriate.
Patients have the right to see a healthcare professional within 48 hours if necessary. If a face-to-face appointment is refused, patients can escalate the matter to the practice manager or file a formal complaint. NHS England guidance states that practices should respect preferences for face-to-face care unless there are good clinical reasons to the contrary, such as COVID-19 symptoms.
Ms McGarry advises patients to check their practice's website for information on accessing face-to-face services. If resistance is encountered, patients can refer to NHS England's letter requiring practices to provide such information. Patients should explain why a face-to-face appointment is necessary and quote the guidance that practices must offer in-person appointments.
If a GP or receptionist continues to refuse, patients can ask the practice manager to explain the refusal. Remote assessments can be effective but may lead to misdiagnosis; if this occurs, patients may have grounds for a legal claim.
