Millions to be spent on new GP phone system so patients have hold music in queue

07 May 2023 , 23:01

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Around £240million will go on installing new phone systems (Image: Getty Images)

Hundreds of millions of pounds will be spent on giving patients hold music when they call their GP.

Around £240million will go on installing new phone systems in doctors’ surgeries, ministers will announce today.

They said the overhaul will mean patients never get an engaged tone. But it leaves the prospect of them being stuck listening to annoying tunes and repeatedly told they are in a queue as they wait for their call to be answered.

Labour last night said patients want more doctors, not “better hold music”.

Wes Streeting, the Shadow Health Secretary, said the “shallow offer” showed Prime Minister Rishi Sunak was out of touch with patients.

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Shadow health secretary Wes Streeting called the offer 'shallow' (Tayfun Salci/ZUMA Press Wire/REX/Shutterstock)

He added: “The reason people can’t get a GP appointment is the Conservatives have cut 2,000 GPs. Better hold music isn’t going to change that.

“Nothing in this announcement will train more doctors, allow patients to choose a face-to-face appointment, or bring back the family doctor so patients see the same GP each time.”

Mr Streeting called on the Government to adopt Labour’s plan to train 7,500 more doctors a year, which it says could be paid for by axing the non-dom tax status.

That would “enable patients to easily book appointments to see the doctor they want”, Mr Streeting said.

The Government claims the new technology will end the 8am scramble for appointments.

An average practice of 10,000 patients often receives more than 100 calls in the first hour of Mondays, the Department of Health said.

It said of the new system: “Patients will receive a queue position, a call-back option, and their call can be directly routed to the right professional.”

It will be integrated with clinical systems so staff can identify patients and their details from their number.

Health Secretary Steve Barclay said he was improving technology, increasing staffing and reducing bureaucracy in a bid to cut waiting lists.

He added: “We are making real progress, with 10% more GP appointments happening every month than before the pandemic.”

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