About this action

Digital-only booking systems can exclude patients with limited digital access, literacy challenges, or complex needs. Offering multiple booking options ensures all patients can access care in ways that work for them. Approaches to implementation: - Maintain telephone, online, and in-person booking options - Reserve a meaningful proportion of appointments for same-day telephone and walk-in bookings - Monitor booking patterns by method to ensure each pathway offers genuine access - Consider protected appointment slots for patients with accessibility needs Key benefits: Reduces health inequalities by ensuring patients facing digital exclusion, language barriers, or complex circumstances can still access timely care through their preferred booking method.