LOCAL people have expressed concern towards the new appointments system at Frome Medical Practice and now local councillors are getting involved in the issue.
The new Patient Connect system was introduced in response to patients’ concerns regarding the time it can sometimes take to see a GP or other health professional. However, people have taken to social media to express their concerns that the system has got worse.
Beverly Jones commented saying, “I don’t think this system works for people in full-time work who need to book an appointment and let their employers know in advance. This may be for something considered non-urgent, but could develop into something more severe if not picked up earlier. It definitely puts people off going to the doctors.”
Joanne Plenty added, “Only good if you need to be seen that day, can’t just make a routine appointment to discuss something non-urgent; also if you’re at work and need to ring up for a non-urgent appointment on a day off !”
Councillors Adam Boyden and Drew Gardner have set up a survey to harness people’s reactions to the changes. They wrote to Frome Times and said, “There has been an amazing response to our survey about Frome Medical Practice’s new GP appointment system – 190 people have responded online so far and several dozen have responded in writing.
“Thank you to everyone who has responded. Some people are very satisfied with the new system as it meets their needs. However, currently a majority of patients taking part in the survey have raised problems, and some key issues have emerged.
“We are still analysing and collating the results so far. The point of the survey is to find out what people are experiencing. So we are pleased to be meeting with the practice shortly to discuss the issues raised, to enable them to be addressed, and we will report back.
“The survey will be paused on Thursday 1st February before we meet with the medical centre, but will reopen on Friday 2nd February for people to continue sharing their opinions. The survey can be accessed at: www.surveymonkey.com/r/GFLXM96.”
Rob Taylor GP partner at Frome Medical Practice, responding to Adam Boyden and Drew Gardner’s letter in the last issue of Frome Times said, “Firstly we would like to say a very big thank you to everyone for their patience over the Christmas and early New Year period. As many readers will be aware, both primary and secondary care have been under huge stress due to the increased volume of people requiring advice and assessment with the onset of the flu season.
“This, combined with significant staff sickness within the practice, has meant we have had to prioritise urgent cases and had longer waiting times than usual for calls. We acknowledge that as such, access has at times been difficult. All urgent patients have however been seen on the same day.
“Patient Connect was introduced on November 15th. Overall we are very pleased with its success. We do also acknowledge that as a new system we are very much learning and listening as we go along, to ensure we continue to offer the best patient care with the resources we have available.
“Calls are initially answered by our trained care navigator who will then ensure you are directed to the right health care professional for a call back, to assess the best care options for you. Based on some of the feedback we have received, we have developed the following Patient Connect top tips
1. If you are calling for a same day appointment, we recommend you call between 8am and 11.00am We will always try and arrange a call back or an appointment at a time to suit.
2 You can also request a call back by using our online booking appointment system.
3. Our website will let you know on which day your preferred GP is working.
4. If you are calling for routine nurse appointments these can be booked in advance and you may want to call after 2pm when our lines are less busy.
“Needless to say, my colleagues and myself shall of course continue to monitor the progress and performance of Patient Connect. In the meantime, thank you again to all our patients for their continuing support and understanding.”
