ROUTINE appointments at a Basingstoke GP surgery have been suspended while it rolls out a new app for all patients.

The Camrose, Gillies and Hackwood (CGH) Partnership is informing patients who call the surgery that routine appointments cannot be booked until June 13 while it moves its appointment system over to the new Dr. iQ app.

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This is set to replace the existing e-consult service.

A recorded message for patients calling the surgery states that it is “working hard to improve our systems and access” and informs them that the new app will launch on June 13.

It adds: “Because of this we are not able to book routine appointments at this time because we are changing our appointment book.”

Patients are advised that if their problem is not “urgent” to download the app “in readiness”.

Tony Brooks, a patient at CGH tried to contact the surgery this morning after waking up with chest pains in the night.

The 74-year-old from Kempshott has suffered three heart attacks in the last four years and said: “I woke up in the middle of the night with chest pains and panicked. It eased off and I suspect it might be a chest infection. But I thought I better ring the surgery and that’s when I got this recorded message.

“I spoke to a pharmacist and they said I need to talk to my doctor. So, I called back the surgery and they asked me some questions and said they would make me a telephone appointment. I said it might be tricky to hear my chest over the phone.”

The retired grandfather said he tried to download the app but his device was not compatible.

He said: “They have sprung this out of nowhere. I’m in my mid-70s and a lot of people I know don’t use mobiles and apps. I was incensed.

“I think a lot of elderly people like me, who aren’t technically savvy, might just leave it. It worries me somewhat.”

Tony is also concerned about the reliability of the app, which has reviews of just 2.4 on the Apple Store.

The app can be downloaded for free via the Apple App Store and Google Play Store.

It will be used to provide a range of services including medication requests, medical certificates, online consultations and queries such as chasing a referral.

Dr Anna Reed, a GP at CGH, previously told the Gazette: “By using the app, patients can avoid having to call the surgery and wait in a queue. This is a more convenient way of accessing our services and also means other patients who may have more serious issues can speak with my team more quickly.”

The Gazette reported in February problems for patients trying to get through to CGH Partnership, with some having to wait more than an hour on the phone.

More than 230,000 patients are now using the app across England, and it has had more than a million interactions in the last 12 months.

Some patients who are members of the CGH patient participation group in Basingstoke have been trialling Dr. iQ before it goes fully live.

Dr Reed said: “Dr. iQ was developed by our doctors and has been used extensively by patients and staff. Patients can be reassured that behind all the technology sits a whole team of clinicians and experts making sure patients get the right advice and care as quickly as possible.

“Dr. iQ is another example of our investment in the services for our Basingstoke patients and is supporting the NHS to make the most of the digital world.”

Operose, which runs CGH Partnership, has been asked for a comment.

UPDATE: 

Local GP Dr. Anna Reed said: "On Monday 13 June we are launching our new app Dr. iQ, which will replace eConsult. We are also making more changes at the Camrose, Gillies and Hackwood Partnership (CGH) so it's much easier for patients to be seen on the day.

"From Monday, all appointment requests which come in by phone, on-site, or our new app Dr.iQ will be assessed first by a doctor. The doctor will look at the information provided by the patient, decide how urgent it is, and then who is the best member of the practice team to provide care. 

"Based on this, and the patient's preference, they will then be offered an on-the-day face-to-face or telephone appointment. There will also be the opportunity to book appointments in advance where this is needed. This puts our doctors right at the front of the process and means more of our patients get same-day care. This will mean less need to have pre-booked appointments, which frees up more slots, which is better for our patients.

"To support the roll-out of this important change, we are trying to keep as many slots free this Monday as possible and are therefore currently limiting the number of pre-booked appointments. If a patient needs to be seen urgently before Monday, then they should contact us as usual."

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