Urging NHS England to Investigate and Address Persistent Functionality Issues in EMIS Web

I hope this email finds you well. I am writing to express my deep concerns about the persistent issues faced by our GP practice, as well as numerous others across the country, in relation to the EMIS Web system. These ongoing problems have a significant impact on our ability to carry out our daily tasks efficiently, compromising patient care and posing potential clinical risks.

One of the primary issues we face with EMIS Web is its frequent crashes, known defects, and general slow performance. The system's instability creates a highly challenging work environment, causing interruptions and delays in delivering essential services. These technical failures hinder our access to vital clinical records and disrupt the scheduling of patient appointments. The continued frustrations and pressures placed on our dedicated staff and patients are immense, leading to decreased morale and compromised quality of care. 

Equally concerning is the abysmal quality of customer service provided by EMIS Web. When we encounter issues and attempt to seek support, we are met with unsatisfactory response times, unhelpful assistance, and an overall lack of accountability. This not only exacerbates the frustration caused by the system's technical deficiencies but also undermines our confidence in the EMIS Web service as a whole. Our staff, already burdened with their duties, face additional challenges due to the lack of adequate support from EMIS Web. 

Furthermore, we would like to highlight a recent incident on Friday, 26th May, which rendered EMIS Web almost inoperable for the majority of GP practices across the UK. This widespread disruption deprived practices of access to critical clinical records and impeded the scheduling of vital appointments. The resulting strain on our staff, as well as the anxiety and inconvenience experienced by our patients, cannot be overstated. Such a severe impact on healthcare operations demands immediate attention and intervention to prevent the recurrence of similar incidents in the future. 

Considering the gravity of the situation, we kindly request that NHS England undertakes a high-priority investigation into the issues surrounding EMIS Web. It is crucial that all relevant stakeholders collaborate to identify the root causes of these recurring problems and develop effective solutions. By addressing the technical deficiencies, improving customer service, and enhancing system reliability, we can alleviate the continued frustrations and pressures faced by our staff and patients, ensuring the seamless delivery of healthcare services. 

In the event that there is no noticeable improvement in the performance of EMIS Web, we strongly urge NHS England to reassess its designation as a GP system of choice. The continued use of a system that fails to meet the essential needs of healthcare providers and compromises patient care is unacceptable. We believe it is necessary to explore alternative options that prioritise stability, functionality, and reliable customer support to alleviate the strain on our staff and mitigate the adverse impact on our patients. 

I trust that NHS England will recognise the urgent need to address these concerns and take appropriate action to rectify the situation. Your intervention in this matter is vital to safeguarding the integrity of healthcare services across the country and relieving the burden on our dedicated staff and patients. 

Thank you for your attention to this pressing matter. We look forward to your prompt response and the actions taken to address the issues surrounding EMIS Web.