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NHS App - contact details - no speech

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Wibbles
Wibbles Community member Posts: 1,784 Pioneering

I have a big issue with the NHS Account app - in that it only allows you to add your mobile phone number - NOT a "proper / home" phone.

This results in hospital appointments potentially being missed, due to departments trying to phone me on my mobile - which I don't and can't use for speech !!

I was left a voicemail, yesterday, from my hospital trying to get me to phone them - hopefully they will send me a letter as well ?

I do understand that the mobile number is used for security when logging on but not to even allow for people who can't use mobiles is taking things too far - what about people who DON'T HAVE a mobile phone ?

Comments

  • 66Mustang
    66Mustang Community member Posts: 14,982 Disability Gamechanger
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    What happens if you just type your landline number into the box that asks for a mobile number?

    I do agree though, I struggle with the phone as well and the only way to book a GP appointment is on the phone so it's kind of discriminatory in a way

    Why am I saying "kind of" and "in a way" … it is discriminatory 😕

  • OverlyAnxious
    OverlyAnxious Community member Posts: 2,800 Disability Gamechanger
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    Mobile phone number is used for security as above. That type of form is now smart enough to reject landline numbers and only accept those starting with '07'. And if you don't put the mobile number in, the verification process can't be completed.

    I've frequently had the same issue. Generally I put fake numbers in but for some things, such as this one for example, the only option is to put your real number in.

    I have the voicemail switched off on my phone, so no-one can say they've left a voicemail which moves the responsibility onto me. It is still their responsibility to make appropriate contact through email or letter. You can also 'block' numbers that keep calling, again that will prevent them from getting through and creates the same sort of effect.

  • 66Mustang
    66Mustang Community member Posts: 14,982 Disability Gamechanger
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    @OverlyAnxious

    It just occurred to me but genuinely the only way to contact our GP for an appointment is by phone. They don't make appointments at the desk, don't have an online form, and you can't use snail-mail or anything else… is that actually legal?

  • Jimm_Scope
    Jimm_Scope Posts: 3,610 Disability Gamechanger
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    I was wondering the same as @66Mustang and could you not just put a homephone no. in the mobile number spot. But I understand that yeah, they must use it for security and send text messages etc.

    I will say, I've never had any NHS service actually use the NHS App with me though. They should really be sending letters about appointments too.

    I also don't know the answer, but I am now also wondering about Mustang mentioning if not allowing any other way to get appointments is "legal". I imagine it's not… "illegal", but there are probably procedures and adjustments that should be in place I imagine.

    My GP now doesn't even make the appointment on the phone. You call up for an appointment, they send you a link which works for 7 days, and let's you see all the available appointments. It's just swapped calling the GP at 8am every morning to smashing F5 (refresh hotkey) on the appointments page when they all go live at 8am🤣. I think I prefer the website way, but it's definitely not much of an improvement.

    @Wibbles If you don't mind me asking, what is the main issue with using the mobile? I know there are some adaptations/adaptive software you can get to help with some issues using mobiles.

    They/Them, however they are no wrong pronouns with me so whatever you feel most comfortable with
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  • 2024KELLY
    2024KELLY Community member Posts: 3 Listener
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    I have a habit of cutting people off when using my mobile .I think it’s best to put a mobile phone number in.However contact your doctors after and say you have trouble with mobiles.And check they don’t have it on there system.You can still just use the mobile then to reset account if lose password.Or to log in.

  • OverlyAnxious
    OverlyAnxious Community member Posts: 2,800 Disability Gamechanger
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    As far as I understand, GP surgeries are all effectively private businesses, so can use whatever processes they choose. The wording for accessibility requirements is often quite weak and open to interpretation. I don't know of any law that would specifically prohibit them from doing that, but happy to be proved wrong.

  • Jimm_Scope
    Jimm_Scope Posts: 3,610 Disability Gamechanger
    edited June 14
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    It's possible there is something under the Care Act, or even the Equality Act if the way they've set up their processes makes it difficult for a specific condition to use. However those are hard to prove and far beyond my knowledge!

    I do wish there was more standardisation across the NHS, it's such a pain having to adapt to new systems for different GPs, hospitals, NHS trusts.

    It's like they had a chance to do this with the NHS app but it's been half-hearted.

    They/Them, however they are no wrong pronouns with me so whatever you feel most comfortable with
    Online Community Specialist

    Concerned about another member's safety or wellbeing? Flag your concerns with us. 
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    Opinions are my own, such as mashed potato being bad.
  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
    edited June 15
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    Hi,

    My problem with using my mobile phone is that I physically cannot speak on it - It may be psychological - but whilst I CAN speak on a home phone - I freeze, my heart beat goes up and I cannot utter a word on the mobile !

    I simply use mobiles for txt and email for communicating - I have had mobiles since 1996 when my employer supplied me with a Nokia communicator (9000i) - the very first "smart phone" a massive brick which could txt and email and FAX (on a 2nd SIM) as well as rudementarily browse the web - All at very low speed (9.6k bits/sec - GSM modem) - but it was a brilliant bit of kit, that saved my bacon many times……it cost £1000 in 1996 !

  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
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  • OverlyAnxious
    OverlyAnxious Community member Posts: 2,800 Disability Gamechanger
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  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
    edited June 18
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    Talkmobile, whom I have messaged in Facebook - they tell me to phone a (freephone) number to ask how it is achieved - but I am unable to speak on the phone !

  • OverlyAnxious
    OverlyAnxious Community member Posts: 2,800 Disability Gamechanger
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    Ok. Put in the number 1210 then press call.

    That should switch voicemail off without connecting you to a real person. If you're unable to manage that then maybe your wife could help.

  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
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  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
    edited June 20
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    The local hospital has sent me a letter - asking me to phone them within 3 weeks - however the letter took 2 weeks to arrive - so I have only a week to contact the department - or LOSE MY APPOINTMENT !!

    This is for an op on my shoulders - which are both now, almost useless - extremely painful - they crunch and pop and are actually audible to someone standing at the other side of the room !!

  • Jimm_Scope
    Jimm_Scope Posts: 3,610 Disability Gamechanger
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    I feel like they really should be digitising this now. A text or an email surely? My GP can send me text reminders at least and my local NHS trust has a web portal I can access to get all information about my appointments, blood tests and more! A simple appointment letter should be able to be sent over email or text too.

    They/Them, however they are no wrong pronouns with me so whatever you feel most comfortable with
    Online Community Specialist

    Concerned about another member's safety or wellbeing? Flag your concerns with us. 
    Want to give us feedback? Complete our feedback form now.
    Opinions are my own, such as mashed potato being bad.
  • Wibbles
    Wibbles Community member Posts: 1,784 Pioneering
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    My area is so… 20th century - my medical record is packed full of medical read codes - which I understand were banned from medical record use, 10 years ago - but my surgery has 12 full time GP's and is one of the best in the country - so I don't want to get their backs up by complaining,,,,,,

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