Doctor won’t see you now – the chemist will

NHS pilot to follow French model by diverting 20m patients from GP surgeries to see local pharmacists

DOCTORS’ receptionists will divert patients to see pharmacists in an effort to relieve pressure on family GPS.

The NHS plan aims to prevent 20 million GP appointments, with many of those telephoning for help instead offered a “same day” slot at a local chemist. Health officials said the moves would mean more accessible and convenient access to services.

Patients’ groups said the measures were “worrying” – with fears that critical decisions could end up being taken by those with little training in how to assess patients.

It comes amid growing shortages of GPS and record numbers of patients struggling to get through on the phone.

From October, those calling 111 will be offered appointments at their local pharmacists if call handlers believe they are suffering from a minor ailment. Meanwhile, the NHS will pilot the same system for patients trying to make a GP appointment – with hopes of introducing the system nationally within nine months.

Matt Hancock, the Health Secretary, said the moves, part of a five-year contract with pharmacists, were similar to “the French model”.

Officials said the plans may be extended still further, to divert patients attempting to seek help from accident and emergency (A&E) departments.

Mr Hancock said: “Pharmacists are integral to community health and I want to move towards the French model, where they offer a wider range of services and play a stronger role in the community.”

Dr Keith Ridge, NHS chief pharmaceutical officer, said: “This deal provides the accessible and convenient healthcare that the public really want.”

But Joyce Robins, from Patient Concern, said: “It seems like a terrible idea. I can see the need to reduce pressures on GPS, given how hard it can be to see one, but it is worrying to have reception staff taking such important decisions.” Thirty GP practices in five parts of the country – Cheshire and Merseyside; Lancashire and South Cumbria; Greater Manchester; North East and North Cumbria; Bristol, North Somerset and South Gloucestershire – have begun piloting the scheme.

Receptionists are trained as “care navigators”, often via online training, to teach them how to signpost patients to the right help.

Officials said up to 20 million GP appointments per year could be safely transferred to community pharmacies.

They said patients would always retain the option to see their GP or go to A&E if they preferred.

Earlier this month, a survey of 770,000 patients found that 31.7 per cent struggled to even make contact with a GP receptionist, compared with 19.2 per cent seven year ago.

Prof Helen Stokes-lampard, chairman of the Royal College of GPS, welcomed the plans but said pharmacists must not be used as a substitute for doctors, amid a shortage of 6,000 GPS. “Whilst this new scheme is welcome, it is not a silver bullet to addressing the pressures in primary care,” she said.