GP practice announces improvements to new appointments system

FROME Medical Practice has announced changes to its GP appointments system, Patient Connect, in response to feedback from patients.

The practice will be introducing a number of changes, including increasing the number of phone lines to the appointments system; recruiting more GPs and nurse practitioners; and increasing the number of evening appointments that are available.

Practice manager Karen Creffield explains, “It has been made fairly clear from many patients that they felt that they really benefitted from same-day access. No longer having to wait for up to 4 weeks for routine care has gone down extremely well with patients. Patient Connect has been all about providing access to the right medical care, at the right time and with the right health professional.

“However, for some of our patients the new appointments system was not working for them and we therefore needed to resolve these issues. This is exactly what we have been doing during the last six months review period.”

The changes to be made that aim to improve the Patient Connect experience are:

• Increasing the number of phone lines to help improve access into the system

• The introduction of a new system that logs all patient interactions with Patient Connect. If patients have not managed  to get an appointment for a routine or non-urgent condition after a few attempts, the care navigator team at the practice will be made aware of this and ensure that extra help is given to that patient.

• The practice is currently actively recruiting for additional GPs and nurse practitioners to help deliver the best service possible.  An open day for prospective new GPs at the practice is being held on Wednesday 30th May.

• The care navigators and health professionals at the practice are all receiving on-going training to help improve the patient experience.    

• The practice is currently reviewing its automated phone messages and the website now provides clear information on what is on offer to patients.

• The practice will regularly offer ‘top tips’ on how to get the best from the system, with information being made available in the local press, on social media and the patient newsletter.

• The number of evening appointments between 6.30pm-8pm has been increased.   This will mean that people who find it difficult to use the appointments service during normal working hours of the day can now be offered  face-to-face pre-bookable appointments on the same day, but during the evening.  Patients should speak to the care navigators to book one of these evening appointments (which are subject to availability).

The practice has also produced a number of frequently asked questions (FAQs) that will be available soon on the practice’s website. The FAQs cover a number of topics including what you should do if are struggling to get through to the service; how to make an appointment with your preferred GP; and what you can do if you have no phone credit on your mobile to make the call.

Whilst this first formal six month review has now been completed, Karen is keen to emphasise that as Patient Connect continues to develop, so the practice will continue to review how the appointments system performs in the future.

“We have worked hard with all of our patients to make sure that Patient Connect works,” says Karen. “At a time when nationally it is very rare to be able to witness any continuity of care, Patient Connect now makes it a great deal easier for our patients to see the same doctor.

“ I also fully understand that there are some situations which can be frustrating, particularly when you (or your child) may be unwell. However, everyone at the practice here will always do everything that we can to offer you the patient the best care possible. The partners as well as myself are all really proud of our dedicated, caring and professional team here at the Frome Medical Practice, as we all strive to provide the best service within the resources available on the day.”