AS a patient of the Modality Partnership in Silsden, I am responding to the front-page article of Craven Herald (Surgery apology over patients' complaints, Craven Herald, February 22).

My husband are I are elderly and not computer experts, but are very satisfied with the online appointments system.

Before its implementation, we attended one of the information sessions offered at all the local Modality surgeries, including Fisher. Far from being "long-winded and clunky", the form asks only for relevant information, in a format that does not presume medical knowledge.

One page checks the severity of symptoms in case A & E would be a more appropriate destination. It also asks for dates and times that would not be convenient for the patient to receive a call or appointment.

Anybody, such as the "three older women" cited, unable to complete the form, can either telephone and a member of staff will help them to do so, or, if attending the surgery and requesting an appointment, will be helped to use the surgery's tablet computer.

After the form is submitted, a confirmatory message pops up immediately. Response times vary depending on the nature and seriousness of the patient's condition.

On one occasion I received a phone call from a doctor within minutes of my form being received, a much faster response than would have been possible under the previous "ring at 8am system". Far from " keeping patients at arms length", sometimes decisions can be made and treatments prescribed without a face-to-face appointment, convenient to both patient and clinician.

The national shortage of GPs is shortage not the fault of any member of Modality's staff and receptionists should not have to be endure "robust language".

Those of us who remember turning up at the surgery and waiting to see the doctor who had known us all our lives must acknowledge that modern GPs are able to offer us more complex and effective treatments, despite the large number of daily consultations.

Bridget Rout (Mrs)