‘Patients’ Champion’ appointed at practice

The Frome Medical Practice has appointed Helen Chamberlain to the new post of patients’ services manager at the Enos Way-based GP surgery. 

The appointment follows extensive patient feedback and consultation.

Dr Rob Taylor, a partner at the surgery said, “Two years ago we recognised that our old appointments system was simply not working for many patients, some of whom were waiting up to three or four weeks for routine care. 

“We therefore introduced our new Patient Connect appointments system in November of 2017, with the aim of providing access to the right medical care, at the right time and with the right health professional.”

Dr Taylor is keen to emphasise that since the introduction of Patient Connect, the practice has nevertheless been continuing to listen to patients. This includes the holding of the first ever patients’ forum meeting in June, when patients were able to meet and speak directly to partners, GPs and other staff at the surgery.

“We have made big strides, which with Patient Connect includes the facility of many patients now having the ability to speak to and see a GP on the same day. There are few other practices that are able to do this,” adds Dr Taylor. “However, even before we held the open forum in June, there still remained many important issues that needed to be resolved. We are therefore all delighted to have been able to appoint Helen Chamberlain as our first ever patients’ services manager, with a brief to ensure that the experience of all of our patients is a positive one.”

Helen arrives at the practice with existing substantial experience in the health sector and is aware of the existing pressures within the NHS. She said, “I am already working hard on listening to the demands of our patients and then ensuring that those demands are met. For example, together with my colleagues we are now spending time and effort on trying to reduce the time that patients wait on the telephone to speak to one of our care navigators. 

“In addition, we will be making it clearer to patients that it may be easier to book an appointment online, where appropriate. Alternatively, we will be communicating on the availability of evening appointments and how these can be booked.”

Since arriving at the practice, Helen has been extremely appreciative of the great support that she has had from all of her colleagues. “I am delighted to be at the Frome Medical Practice,” adds Helen. “There is a very positive attitude and culture, with everyone keen to improve the experience of all of our patients. It is my role to do this and then to maintain that consistency of service. 

“This year’s open patients’ forum will certainly not be the last, as all of us here seek to ensure that listening to patients is not a glib phrase, but something that we actually put into practice and act upon on a daily basis. Needless to say, I would of course welcome the opinions and views of our patients at any time!”