In an age where technology promises efficiency and streamlined processes, my recent encounter with the NHS’s approach to handling medical cases paints a different picture — one of inefficiency and frustration that is symptomatic of deeper systemic issues.
On December 9th I went to the gym and had a routine session, and nothing seemed untoward at the time, but the next day, I found myself in excruciating pain. My arm was immobile, my neck stiff and I experienced shooting pains and tingling sensations.
The next day, I went to my (private) osteopath, and after manipulating my neck, he mentioned he’d seen these symptoms many times before and that it was a typical slipped disc. He then strongly recommended that I get an MRI scan.
Knowing the challenges of securing a GP appointment by telephone, I physically visited the surgery on December 12th and was pleasantly surprised to schedule an appointment for December 14th.
Understanding the severity, my GP booked an MRI scan, assuring me of a text within two weeks for confirmation.
However, instead of an appointment by text, on December 26th (a full two weeks after visiting my GP), I received a perplexing message about a “physiotherapy referral” and a link to complete a digital assessment via Phio, an NHS automated chatbot.
This process took an agonising 40 minutes with a myriad of questions and instructional videos of how to move my arm to test symptoms and seemed utterly pointless since an MRI was already deemed necessary by my GP. The questions seemed to go on forever, and eventually (40 minutes in) I started putting quick answers just to get it done. I suspect many other people will do the same thing, having lost the will to live halfway through the process.
The next day, I received a call from “NHS Physiotherapy” to book a telephone appointment — not for the MRI, but to speak to a physiotherapist first. When I asked why I needed to talk to a physiotherapist, stating I thought the whole process was about scheduling an MRI, I was told I had to speak to a Physiotherapist first.
It then booked this appointment for January 9th 2024, adding another pointless layer to an already convoluted process. It’s a baffling cycle: a phone call to expect another phone call, where I will probably have to go through a complete repetition of my symptoms, which I’ve already communicated to my GP and through the digital assessment.
In my view, this experience highlights a glaring irony. The NHS, in an attempt to integrate technology for efficiency, has created a labyrinthine process that delays treatment and adds unnecessary steps. The question arises: why involve a physiotherapist when my GP has already prescribed an MRI? Why are multiple calls and assessments needed when the path should be straightforward?
Someone calling me to tell me to expect another phone call seemed incredibly wasteful and counterproductive. It makes no sense.
This is about more than just a failed attempt at using technology efficiently. It reflects a systemic issue within the NHS — where attempts to save costs lead to more wastage, both in terms of resources and patient time. The NHS’s investment in this software, presumably running into millions, seems to have backfired, adding layers of bureaucracy instead of cutting through it.
My story is one of many where patients are caught in the crosshairs of inefficient systems masquerading as technological advancements. It’s high time the NHS re-evaluates its approach, focusing on actual efficiency and patient care rather than on overcomplicated processes that serve no one.
Shane McEvoy runs Flycast Media, a specialist digital marketing agency in London.
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