Push Doctor - Online GP Advice 17+

I tried Push Doctor since it’s impossible to get through on the phone to my GP let alone get an appointment, especially at the moment with all the lockdown and COVID19 restrictions. Since our GP practice provides access to Push Doctor for free on the NHS, I had nothing to lose. I can’t fault it; I logged on and was able to book an appointment within the hour. About 20 minutes before my appointment time I logged on and entered the waiting room. Although the GP was running a bit late, it was nothing compared to waiting with other patients and having to deal with the snotty reception staff at my GP surgery and I even got a phone call from someone at Push Doctor whilst I was waiting to let me know they were running a bit late.

The GP was very nice, came across as very professional and friendly and the whole appointment was exactly as you would want and expect. A prescription was issued electronically to my local pharmacy and I was told it would be available about 15 minutes later. All in all, a much better experience than visiting the GP in ‘real life’.

Although I had a 5.30pm appt, I joined what I thought was something similar to a zoom meeting to start at the allocated time. In fact, I was simply joining a waiting room (queue) for the doctor. Why couldn’t I have been advised of this in advance?
It took 50 minutes to be seen and then without warning, or perhaps countdown, the doctor appeared and asked for my name and date of birth. Whilst she checked my notes, I asked her to introduce herself. Apparently she already had done so at the beginning of the meeting but the introduction was lost when the call started so suddenly.
My reason for calling was for anxiety and low mood due to bereavement. The lack of courtesy and communication waiting for the call to start I feel was unacceptable for any patient waiting, especially for someone waiting with anxiety. Perhaps you should consider the whole process from the patient’s perspective. Tell them the appointment time is only a estimate (I appreciate your doctors are busy). - reassure with an onscreen message. Even the dr I spoke to, had no idea of what the process was like from the patient prospective.
Also, despite registering for the appointment hours in advance, it was only as I was logging into the waiting room (minutes before the appointment) I was asked for some photo ID - again, this was stressful - why couldn’t this have been requested at the time the appointment was made?

My first time using this service first of all I picked an appointment that was about 20 mins wait from the time at that moment....it said onscreen i was next to be seen I waited in the waiting room over an hour so I was disappointed to wait so long especially with it costing £20 and it kept saying I was next to be seen ....... then when I finally got my doctor he said I needed antibiotics and was trying to send me a pop up to authorise cost for prescription it wasn't appearing on my screen so he said he would disconnect and call me back ..... nothing no video call back....so I went on live chat to customer services as expensive to call at 35p per min and I had already spent £20 and wasn’t impressed.....they said they was having technical difficulties and to wait 20 -30 mins and re join waiting room as my doctor will pick back up with me ...... 30 mins later I couldn’t get back in waiting room as the doctor had marked my appointment as completed.... I was feeling very furious by know and feeling poorly didn’t need the hassle .....so I complained via website they credited me £20 to my account so I could call another doctor...... so I did call another doctor no problems this time all good .... just about to pick up my prescription so hopefully I will feel better soon .....BUT it has put me off sorry my first time experience was not great I wouldn’t recommend this service.