HotDoc apologises for promoting telehealth GPs to patients trying to book at their usual practice
A GP backlash has forced booking site HotDoc to stop offering fast-tracked telehealth appointments to patients trying to book with their usual practice.
A HotDoc pilot program called Telehealth on Demand had run quietly since February, targeting patients booking “low complexity” appointments without nominating a specific GP, only a practice.
These patients received the option of booking with a GP at the practice or a telehealth doctor labelled “not your regular care team”.
In each case, the telehealth doctor was one of 50 GPs participating in the pilot who had open appointments in the next two hours.
Fewer than 0.5% of eligible bookings resulted in patients choosing the telehealth option, a HotDoc spokesperson said.
However, on Monday, the company announced it had suspended the pilot on 11 July after GP social media groups had aired criticisms that the pilot was siphoning patients and fragmenting care.
“The pilot was designed to test whether we could unlock available appointments for patients who would otherwise struggle to make a timely appointment while also helping GPs fill their books,” HotDoc CEO Dr Ben Hurst said.
“We have heard your feedback loud and clear: this booking flow felt like it could compromise the trusted relationships you have built with your patients.
“What is clear is that we got this wrong. We made a significant update to the booking flow without broader customer consultation. For that, I am truly sorry.”
Dr Hurst said HotDoc’s GP advisory boards had approved the pilot but the company had not consulted with the GP practices paying to be listed on its site.
A company spokesperson said HotDoc was still considering strategies for fast-tracking appointments.
“While we do not expect to continue the pilot as it was initially conceived, we are still keen to address what is a major issue for primary care in Australia,” they said.
“The consultation period will allow us to co-create the next iteration with our wider customers and industry.”
Read more: ‘I was trying to help those who are great doctors’
