Back in early 2017, with patients sometimes having to wait 4 or 5 weeks to see their GP of choice, it was clear to the partners at the Frome Medical Practice that the then existing appointments system needed to be radically overhauled.
So, just over one year ago, the new Patient Connect appointments system was launched, with patients being offered same day appointments in a system aiming to provide the right medical care at the right time and with the right health professional.
One of the architects behind the new appointments system is GP and partner at the practice Dr Rob Taylor. Dr Taylor says that many patients have reported to his colleagues and himself that they have really benefitted from same day access to a GP or other health professional. However, Dr Taylor also admits that over the last 12 months it has not been perfect and the practice has been listening to patients for whom the new system was not working.
“Let us be quite clear,” says Dr Taylor, “Patient Connect is still very much a work in progress. We are working hard on a daily basis to improve the level of patient service. All of this is against a backdrop of huge pressures on every GP practice in the UK, with increasing demands accompanied by decreasing financial resources in order to meet these demands. A year ago we vowed to attract and retain the best GPs and nurse practitioners. As many of our patients will already have read in the local press, that is exactly what we have been doing.”
In addition to the recent new health professional arrivals, the practice has just announced that Dr James Smith, who originally joined the practice as a trainee GP, has now been appointed as a fully qualified GP at the Frome Medical Practice.
“To be able to do my GP training here and then to be able to practice here is a real privilege,’ says Dr Smith. “Everyone from staff to patients has been very welcoming. It has been brilliant. Every GP I know works hard to obtain an appointments system that works best for their patients. For myself as a new GP, one of the great benefits of Patient Connect is that people can look on the website front page to ensure that they pick the day to see the GP they want to talk to, thus providing a key element of continuity of care. This is good for both doctor and patient.”
Whilst delighted at the appointment of Dr Smith, Dr Taylor states that there is no way that the practice is letting up on their quest for improvements, as they now actively seek to expand their clinical staff with the appointment of two more mental health practitioners who will be starting with the practice in February.
“For this second full year of Patient Connect, we will continue to improve and build upon the system,” adds Dr Taylor. “Patients should know however that Patient Connect has already brought with it some real successes. For example, the new system has meant that the number of patients who did not turn up for an appointment to see us has now reduced by 87%, ensuring there are no missed opportunities to consult with our GPs. Over the past 12 months we have also achieved 43,000 more patient contacts with a GP or nurse practitioner. We are also extremely fortunate to have such a dedicated and wonderful care navigator team who have helped make all of this happen.”
Dr Taylor says that he is confident that obtaining an appointment to see either one of his colleagues or himself should now become easier. Particularly for those patients working, the online GP appointments system has proved particularly successful and popular, enabling patients to book a call back online from the GP at a time to suit for the patient. If anyone is unsure on how to make an online booking, then they should telephone during the afternoon or drop in to see the practice where help is readily available.
“I am also pleased to be able to tell our patients that a larger and better telephone system has now been installed, which should improve access to us. It will also help us to understand the demands of our local community and to help us plan better for the future. Changes include a new direct appointments number of 01373 301301. However, no-one at the practice here is resting on their laurels as we continue to listen to what our patients are telling us and how we can learn to improve the delivery of our medical services to them.”
For readers wanting to learn more on how Patient Connect works and how it can work best for them, they can listen to Dr Taylor, his GP partner Dr Andy Miller and others discuss the subject on the very latest Doc Miller’s Medical Hour programme, available on both Frome FM and on the practice website at www.fromemedical practice.co.uk.
Above: Dr James Smith at the Frome Medical Practice.
