PRIVATE firms are training Dorset GPs to give telephone consultations instead of face-to-face appointments to help cut down on demand.

The ‘telephone triage’ system involves receptionists arranging for doctors to call patients back for an assessment and has been introduced at a number of surgeries across the county.

As reported in the Echo, GP surgeries across the borough are facing a wait list ‘crisis’ with some patients unable to get an appointment for two weeks.

One system used in Dorset is Doctor First.

Supporters say the telephone appointments mean the most ill people can be seen first, missed appointments are nearly eliminated and doctors and staff can work in a more productive way.

Some have raised concerns over the method, warning GPs cannot complete a full assessment without seeing patients in person.

Other concerns include that the elderly may be ‘fobbed off’ and go to A&E instead.

Martyn Webster, Healthwatch Dorset manager, said: “For many people, a GP telephone assessment is very helpful and can save them visiting their surgery if they don’t need to.

“But a phone call won’t work for everyone and no-one should be excluded from a face-to-face appointment with their GP if they request it.”

Denis Pereira Gray, former president of the Royal College of GPs, said there was evidence the system was “extremely worrying and upsetting for patients”.

“Doctors cannot see if they’re pale, jaundiced, shaking, altering their walk, if they’ve got a tremor - dressing differently. There are 101 things experienced GPs can see in ordinary consultations,” he said.

Patients are still given an appointment if they want one regardless of the doctor’s advice over the phone.

Otherwise they can act on advice, such as taking a paracetamol or resting, for illness that does not require other treatment.

Dr Andy Rutland, a Dorset GP, added: “One of the challenges that GP surgeries face is managing two groups of patients – those who are able and happy to be treated by any available doctor or nurse, and those who prefer or need to see the same doctor for long-term health concerns. Surgeries can struggle to find the capacity to manage both of these groups.

“The benefit of the triage system is that it helps to determine the patient’s needs.

“This could involve a doctor or nurse calling to discuss their condition and help direct them to the right care – be that a nurse, their GP, or a pharmacist.”

“This saves time both for the patient and the practice, and ensures the patient receives the most appropriate care, when they need it.”