The internet is a wonderful technology.   For instance, I’ve just bought an antique dining table with a few clicks and couple of phone calls.   Not so long ago, it would have been impossible to find it, never mind buy it so easily.

The telephone is still great technology.   In combination with the internet, it can be wonderful.  Yesterday I booked an X-ray with just one phone call.  A human being answered and booked me in.   I updated my online diary as we spoke.  Job done for both of us.

Yesterday, I also tried to book a blood test.   Same NHS trust, different department.   This time I got an automated answer offering the option of a long wait in a queue or to be sent an online form.   I chose the online form.  A link was sent to my phone.   I followed it and completed the form.   So far so good, if a little clunky.

But as soon as I’d submitted it, the form was gone.  No email, no text, not even an acknowledgement of receipt.  It’s gone into a black hole.   I don’t know when it might be reasonable to try again.  I have no record that I filled it in at all.

In other words, as far as I’m concerned, it didn’t work.

Adding the internet doesn’t automatically make for wonderful.   What’s really needed is appropriate technology.  Whatever makes the job easier for everyone.

Choosing it takes empathy.