Andrea Walker, a member of the Keighley town council, reports that a number of constituents have contacted her about scheduling difficulties at Modality practices.
Councillor Walker, who represents Riddlesden and Stockbridge, explains, “Patients are calling to make appointments, but they are being asked to use email instead.”
“Not everyone is computer literate, and many senior citizens lack internet access.
According to Modality, it has implemented a new access system for patients, who are encouraged to use the internet or digital means whenever feasible. However, it emphasizes that the phone option remains available.
“They are being treated unfairly and denied their rights.”
“The goal of the new system is to reduce phone queues so that those who cannot use the internet can get through more quickly on the phone,” a spokesperson explained.
People are also encouraged to visit the office, where they can receive assistance with the new system.
“Prior to the launch, we conducted a number of consultations and introductions, and 60 local patients participated in testing and provided feedback.
Since the implementation of the system a month ago, we have evaluated its performance and identified areas for improvement.
“We have received a great deal of positive feedback, and the new system now handles nearly 90 percent of all inquiries. We have a plan to enhance this access and are working diligently to reduce phone wait periods for those who cannot use digital methods.
“The previous system was untenable, and we believe we are addressing the access issues that plague general practice across the nation. We recognize that change can be challenging, but the alternative was becoming steadily worse.”