Issue 321 – New service boost for patients

In a move believed to be one of the first of its kind within the NHS, Frome Medical Practice has appointed Louisa Daly to the brand new post of patient liaison manager.

The practice has surgeries at Park Road, Locks Hill and at Saffron Surgery on Berkeley Road.
Michael Whitburn, practice manager at Frome Medical Practice said, “This is an important and key development. Everyone who works here aims to provide a service of excellence. However, for us, the quality of service is not restricted to the medical treatment. It also means looking after our patients from the moment they contact us by phone, website or when they walk through the door into reception, right up to the time they sit down and meet with one of our clinical team.”
Prior to her new appointment Louisa has spent the last two years working at the medical practice in a different capacity.
Louisa said, “I have therefore seen and understand that visiting a doctors’ surgery can sometimes be stressful, difficult, painful or even embarrassing. It is now my job to make sure that all our patients are made to feel special from the moment they walk through the door.
“Visiting a doctors’ surgery should be a positive experience where patients are made welcome from the start and dealt with as individuals, discretely and sympathetically. This is a unique opportunity and I am very excited to be given the chance and opportunity to make such a positive contribution.”
Michael added, “What Louisa is doing is both different and innovative. Within a short time patients will begin to see the real improvements that we are making to patient care. What we are doing is listening to our patients and how they feel we can improve our service to them. We then actually try to do something about it. This is only part of improving patient service.”
Pictured: Louisa Daly