HW100: Booking appointments report

About this report

Getting seen by health professionals when we need to is important to live a health life and reduce the risks that ill health can bring. However, we have often hear feedback that suggests the process of booking appointments to see health professionals is not always easy. 

We put together a survey for our Healthwatch 100 project to assess the situation and find ou what barriers might exist in booking appointments to see a health professional and how the process can be made better to suit those who need to use them.

Key findings

• 52% of people would prefer to booking appointments online either with an app or via a website.
• Most people currently book via telephone. 
• The biggest issues were waiting times and availability of appointments. 

Recommendations

• Publicise online booking systems where they exist - either by app or via a website - and explain the process of registration to make it easier. 
• Find alternatives to the telephone booking systems that rely on patients to call at a specific time and cause competition for an appointment. 
• Ensure more people are available to answer the telephone during busy periods. Offer call-backs when the call cannot be answered. 
• Provide training and monitoring of reception staff in handling calls effectively and not making medical judgement of callers. 
• Where possible, enable more routine appointments slots outside of regular surgery hours.