New hospital booking system 'confusing'

Just three in 10 patients in East Sussex use the 'choose and book' system to pick the hospital or clinic they want and when they want to go.

The government target for March last year was for 90 per cent of referrals to be made this way.

Eastbourne MP Nigel Waterson said, "Has it occurred to NHS bodies that people are not using the service because it is not user-friendly so perhaps they should redesign the whole thing to make sure it is what people really want?"

Challenged on the low take-up of choose and book, a PCT spokesman said two full-time staff had been brought in to train GPs on the system.

More services have been made eligible for the electronic referral pathway, including the Orthopaedic Community Assessment and Treatment Service (CATS) in Eastbourne.

Doctors have also been offered a 5 incentive per patient using 'choose and book'. Sarah Valentine, head of commissioning and primary care for the PCT, said this had clarified the payment system for GPs who had received money for choose and book referrals before but did not really understand how much this was in practice.

The PCT has also set up a choose and book helpdesk for GPs and ensured there are enough appointment slots to meet demand.

Told of the changes, Mr Waterson said the PCT should look more closely at choose and book itself.

He said, "They should start by asking patients what system they would prefer and then making that system as efficient and accessible as possible."