A Carlisle GP practice has responded to concerns from patients about difficulties accessing services online and delays in securing follow-up appointments.
Eden Medical Group Carlisle addressed the issues in two public social media posts as part of a series responding to patient feedback.
One patient criticised the practice's new online system, saying it appeared to assume everyone was "happy or able to use modern technology", adding that this was "definitely not the case" and left some patients at a disadvantage.
In response, the practice said it recognised that not everyone is comfortable using online services and apologised if the system had made it harder for people to access care.
The practice said digital systems had been introduced to help manage the high volume of requests it receives and make access to services easier where possible.
However, it stressed that support remains available for people who cannot use online services, either by telephoning the practice or visiting in person, where staff can assist them.
The group also responded to complaints about waiting times for follow-up appointments.
One patient said: "Even if a doctor says you need another appointment you can wait for two weeks or more."
Eden Medical Group acknowledged the frustration this can cause but said its appointment capacity is limited and that it must balance routine appointments with urgent and same-day needs, as well as appointments with nurses and other members of the wider practice team.
The practice said this can sometimes result in longer waits for patients advised to arrange follow-up appointments.
It added that it continually reviews how available appointments are used and ways to improve access, while ensuring patients with urgent clinical needs are prioritised.
The posts form part of the practice's ongoing efforts to share both positive and negative feedback received from patients, alongside explanations of the challenges it faces and the steps being taken to improve services.
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