Written question WQ97715
- Asked by
- Janet Finch-SaundersConservative
- To be answered by
- Cabinet Secretary for Health and Social Care
- Tabled
- Due
- Answered
- Time to answer
- 4 days
Question
Further to WQ97695, what steps is the Welsh Government taking to ensure fair access to GP appointments for patients who cannot use online booking services?
Answer
Answered by Cabinet Secretary for Health and Social Care
We have worked to strengthen clinical triage for phone engagement. In 2019, we invested £3.7m for digital telephony improvements. It is now a contractual requirement for GP practices to have appropriate telephony and call-handling systems in place.
In 2024, GPs handled 29 million calls and 6.1 million digital requests. This demonstrates the option to book appointments over the phone remains viable for Welsh patients.
We will continue improving the triage process for appointments and part of this is how we signpost the public to the right care. Approximately 50,000 pharmacy appointments a month are now made through the Common Ailment Scheme. This can reduce the number of unnecessary calls to GPs and make booking appointments more efficient.
The Welsh Government continues to work with partners to design and develop approaches to care navigation that ensure that those who cannot use online booking systems can be supported through alternative routes.