It's not good enough - people still need to see a doctor in person sometimes, Covid notwithstanding. They can't just say "no" to you. I'm telling my sister to report what the receptionist said to her about going on Google.
GP trainee here, sorry for what your sister went through.
Ear aches typically I could try and resolve via a video consultation. Unless she is diabetic there usually isn't a sinister cause. I'm guessing her GP thought that issue was more blockage than infection (otitis externa) hence the olive oil drops to soften wax. Otherwise its usually ear sprays like acetic acid (ear calm) or if something stronger needed a prescription drop like Otomize. Sometimes in kids they are more prone to middle ear infections so we give oral antibiotics (rarely needed in adults)
I think there definitely are patients receiving suboptimal care I hear you.
The purpose though of telephone triage is to minimise patient contact in waiting rooms especially during flu season we have shielding type patients coming in and out.
Often if patients insist I'll come them in for a face to face consultation but a big part is communicating effectively, negotiating a mutually agreeable managaement plan and safety netting or follow up. With 10 minute slots really difficult to do.
Primary care in the UK has been overburdened sadly. I don't think 10 minute slots are justifiable in any way but we simply don't have enough GPs to offer appointments so are struggling. Practice managers or deputy practice managers are good with these things too and will feed back to doctors.
We use video consultation quite a bit, a lot of people do prefer that type of consult as it means not waiting in waiting rooms, able to do consults from home or work. Vast majority of primary care presentations can be sorted virtually.
Usually we bring people in if clinical examination or to check vital signs or if diagnosis in doubt or possible admission. I'd say its about 20% of my consults I'm bringing in but I'm quite junior. So people are being face to face but minimising it is to protect patients as much as ourselves (i've got full PPE to see people in, so I've got no issue calling somebody in from a safety point of view)
It isn't great though for a lot of people but given how long covid will last this way of seeing people is here to stay for atleast another year I reckon.