Blood donors see red over online booking system too confusing to use
BLOOD donors are being turned away as a new NHS online booking system causes chaos, an investigation has found.
Health chiefs scrapped “blood mobiles” – which used to visit high streets and workplaces – in 2017, switching to an appointment-only model that does not allow “walk-in” visits.
But donors who have given blood for decades say they have struggled to use the online system, or have booked their slot only to find it cancelled when they arrived. Charities said the situation was “crazy” and urged health chiefs to take account of the needs of the four million older people who were not online.
Earlier this week, NHS Blood and Transplant called for more male donors, warning that numbers had fallen by one quarter in five years. But Daily Telegraph readers have reported difficulties with the new online model.
NHS Blood and Transplant apologised, but said the new system was better at meeting demand for specific types of blood.
Tim Grimes, 69, from Macclesfield, Cheshire, has given blood for almost 50 years. He was told to book his next appointment online but turned up to find it cancelled. He said: “The system has now just made it more and more difficult to make a donation.
“I recently received a call inviting me to donate because they were short of my blood group, but they could not give me an appointment at my usual centre until October.”
Roger Gilbert, 47, of Cuffley, Herts, said he had always been happy to join a queue when he saw a donation unit, enjoying “the satisfaction of knowing I had done my bit to help the NHS”. When he signed up to the Blood.co.uk website he found all online slots were booked up, but attended the first date available thinking he could wait his turn. He was told he would have to wait at least two hours – with no guarantee he would be able to give blood.
Attempts at other centres also failed. He said: “It would seem that it is easier to get blood from a stone than it is to make a donation of blood to the NHS.”
Caroline Abrahams, charity director at Age UK, said: “It seems crazy to bring about a situation in which four million older people who are not online and may wish to give their blood are unable to do so. We hope the NHS reconsiders its policy of moving all communication with potential donors online.”
Mike Stredder, director of blood donation for NHS Blood and Transplant, said modern hospitals used less blood, meaning there were fewer, smaller sessions. He said people were asked to make appointments online because they were more likely to keep them, or to remember to cancel them.
sir – Like several readers, I have had difficulty making blood donor appointments online (Letters, June 14).
I have been a blood donor since the age of 17. I am now almost 70. Earlier in the year, having tried unsuccessfully to find an available slot online, I called the NHS Blood and Transplant service to explain my problem. I was told that there were no longer any walk‑in slots available at my preferred two venues and I would have to book a slot earlier next time.
Shortly afterwards I received an email asking me to donate as supplies were getting low. Needless to say, there were still no slots available.
Perhaps they should go back to the system whereby only limited appointments were available to book, leaving the rest open for volunteers prepared to wait.
Christine Wright Cotterstock, Northamptonshire
sir – I have donated my AB negative blood regularly for over 60 years, making my most recent donation in April. Since then I have tried almost daily, and without success, to book an appointment on the app within a 30‑mile radius of my home.
On Thursday, I telephoned and was offered an appointment for early next year. Why then send emails saying how important my donation is?
Jane R Ludlow Canterbury, Kent
sir – I have been a blood donor for nearly 50 years. In times past I would receive a letter from the National Blood Service advising me when they were next in my area. I would duly turn up and give blood. Occasionally, they were particularly busy and I had to wait a while, but this was not a problem. If it wasn’t convenient, I would wait until next time.
Then an appointment system came in. This worked quite well and waiting time was reduced. After donating, I was invited to make my next appointment there and then, in four months. I would receive a reminder near the time. This system seems to have been abandoned in favour of online booking. The last time I visited to donate, I was told that my appointment had been cancelled and that I should have been informed (I wasn’t) – meaning the trip was wasted.
I recently had a phone call asking me if I would like to make an appointment as they were short of my blood group. The earliest available date was October 6. I suspect that the problem is not a shortage of donors, but a lack of resources to collect donations, and a lack of respect for existing donors.
Tim Grimes Macclesfield, Cheshire
sir – May I point out to fellow blood donors that, when you get frustrated by inefficiencies or poor service, the people you are frustrated with will not be the ones in desperate need of your donation. By walking away you aren’t inconveniencing the staff, but are endangering those in need. Mike Thornton
Eastleigh, Hampshire