The patient perspective

GPs had to transform their ways of working almost overnight - and patients have also had to adapt.

Kristy Ebanks writes about some of their experiences.

“I wasn’t considered clinically extremely vulnerable but I do have a chronic disease, and I’m also a key worker so even though I wasn’t advised to shield, my role put me at a high risk,” said Keri Rose, 34, who lives in Romford.

At the start of the pandemic, Keri contacted her GP for advice about the risks presented by her key worker role. She was concerned about how long it would take to get an appointment and whether she would be asked to come in for a face to face consultation.

“I don’t want to catch the virus and I was worried about going into the GP practice but my doctor called me back the same day and was happy to have the appointment over the phone,” she explained.

“He agreed that I should limit contact with people outside of my home and issued me a certificate via email, which is good because that helps to save the planet,” she said.

Keri – a patient at North Street Medical Care – was impressed by how easy the processes have been and, as someone who has regular contact with her GP, would like remote consultations to remain an option post-COVID.

“When my friends and I received shielding letters, we all felt as though we had been delivered a letter of doom,” said Ingrid Brindle.

However, Ingrid’s views changed when her local GP practice, the Haughton Thornley Medical Centre, stepped in. “The support I received from my GP practice was marvellous. I need to have regular contact with my practice because of my complex medical histo

“I work nine to five and my condition means I’m often at the doctors, so if I could have these appointments over the phone then I wouldn’t have to take time off work,” she said.

Elsewhere, in Enfield, North London, Selina Robinson was experiencing flu-like symptoms and despite testing negative for COVID-19, she needed advice from her GP and was impressed at how easy it was to get help.

“I’d love to have the option of a telephone appointment in the future. Sometimes you just need reassurance or advice on how to administer selfcare,” said Selina, a patient at at the Town End surgery.

Nathan Ballin and his son Cole attended a face-to-face appointment at the at Spring House Medical Centre in Welwyn Garden City for pre-school booster vaccinations.

“There was no waiting room - we arrived outside and I spoke to the receptionist through a window, then we were let in when they were ready for us,“ said Nathan.

“Once inside, no one else was there and it was all very relaxed. We all wore masks, even before masks were made mandatory.”

Owen Richards, Lay Chair of the RCGP Patient & Carer Partnership Group, said: “Patients and their carers understand the need for the new ways that primary care has been operating throughout the pandemic, but, as the College has pointed out, face to face consultations remain essential for some patients.

“Some people may not be confident with technology and some just prefer seeing their GP face to face – there is no such thing as an ‘average patient’.

“Looking to the future, there’s a real opportunity for patients and their carers to work with GPs to develop a truly personalised-care approach to access.” 

THE LETTER OF DOOM

“When my friends and I received shielding letters, we all felt as though we had been delivered a letter of doom,” said Ingrid Brindle.

Ingrid from Manchester is 76 years old and said: “I interpreted the letter as meaning that if I was hospitalised I wouldn’t be given any ventilation equipment and if it came down to it I would not be resuscitated – I was worried,” she said.

However, Ingrid’s views changed when her local GP practice, the Haughton Thornley Medical Centre, stepped in. “The support I received from my GP practice was marvellous. I need to have regular contact with my practice because of my complex medical history and I’ve been keeping in touch with my GP via email, which is very beneficial,” she said.

Ingrid explained that while a lot of her face to face appointments were initially cancelled, she was able to stay involved using Engage Consult, the online app offered by her surgery for routine medical conditions or admin questions.

“I have full access to my records and blood test results, and I’m able to ask questions about anything that is not clear – it’s terrific. There’s a lot of advice available. My friends have also made use of this service. We all feel extremely supported,” she said.•