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User experience hats on folks. My digitally excluded, digitally illiterate father in his 60s who sometimes struggles on the phone & lives alone needs to see a GP. Let's see how this goes & what lessons we can learn.
So. Called his practice, it's currently a COVID assessment site and the staff have been redeployed to other sites in the health group. Automated phone message may have given numbers to call but Papa K doesn't catch them. Texts me, I Google the practices for numbers.
He calls a site. Automated message. Waits to be put through to someone. That someone is a little brisk, says he has to go online and use askmyGP. Which is fine, but no check to see if he can manage to do that or if he requires an alternate method to book an appointment.
I go to the health group website and register him on askmyGP. Fortunately I've set him up an email account. Which he can't access himself.
Response from practice is within minutes (excellent!) - they message via askmyGP and call him. He has a telephone appointment on Monday, which is fine for the health concern he's currently experiencing (pre-existing condition).
A bit concerned it's over the phone as Papa K gets a bit flustered. Glad that if he needs a face to face appointment, they'll make one with him during the call. Saves muggins here booking online.
Papa K's feedback: "impressed by very quick response, very satisfied with short wait for appointment but what would I have done if I didn't have help?"
What's the answer?
What's the answer?
Bonus: A light-hearted picture I took from a pre-lockdown trip we made recently. Can't handle digital stuff; loves Percy Pigs.
