THE wait time for a routine GP appointment at Frome Medical Practice is well below the national average, according to a recent survey.
Compared to an average wait time of almost 15 days, patients at the medical practice are offered a same day appointment, via its ‘Patient Connect’ appointments system.
The practice has credited ‘Patient Connect’, which was introduced in November 2017, for reducing patient wait times from ‘weeks’ down to the current same day service.
And the practice has said that it is committed to reducing wait times even further by recruiting more GPs, increasing the availability of evening appointments, and the introduction of Saturday morning appointments.
The practice has spoken out following the publication of an annual survey of doctors by Pulse, a publication for GPs in the UK, which revealed that the average wait for a routine GP appointment in the UK has risen above two weeks for the first time. In response, the British Medical Association has said that the results highlights the current challenge GPs face in delivering care.
Partner and one of the architects of the ‘Patient Connect’ system, Dr Rob Taylor, told Frome Times, “A couple of years ago it was not unusual for patients at the Frome Medical Practice to have to wait 3, 4 or even 5 weeks to get an appointment to see their GP.
“The partners at the practice took the view that this situation was acceptable neither to their patients nor indeed themselves. Something radical needed to happen.
“In November 2017 we therefore introduced Patient Connect. Since the end of 2017 all of our patients are now 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.”
“I am aware of the Pulse report and the BMA comments, as well as receiving information from my fellow GPs at other practices about how long many patients have to currently wait to see their GP. If we had not introduced Patient Connect at the Frome Medical Practice, I believe that waits of several weeks to see a GP would still be the norm here.
“Currently, waiting times may be a matter of minutes or hours. We are aware that there are difficulties with waiting on the telephone at peak times and we advise that people do not rush to call at 8am as this does cause longer queues. Often calling a little later at 8.30am or 9am will lead to a shorter wait to get through.
“Once connected, the care navigator will ask a few questions about the reason for your call as this will help us ensure that you get to speak to the right person whether it be a GP, nurse practitioner, prescription team or secretary. Often the problem can be sorted by one of our admin staff if enquiring after a result for example.
“If it is a clinical issue then a GP or nurse can call back and frequently the reassurance and advice that is needed can be given over the phone for minor problems. Clearly, the clinician will request you come in to be seen if required.
“We have put an enormous amount of effort into Patient Connect, the appointments system that ensures that patients do not have to wait weeks to see their GP.
“At the same time, despite the huge financial pressure that every GP practice is under, we are investing in the recruitment of new GPs and other professionals. To further ensure a reduction in waiting times, we have made more evening appointments available and are shortly to introduce Saturday morning appointments. We are also investing in both the training and management of our excellent care navigator team, who take the initial call from the patient.
“The reaction of our patients to the changes that we have introduced has been on the whole very positive. However, I have said in the past and I will repeat again now, we are not resting on our laurels. From our own patients’ feedback, we are aware of problems with the speed at which telephone calls are answered first thing in the morning.
“However, we are actively addressing this. Patient Connect is very much an ongoing project, but a project that has already made big strides in reducing the waiting time for patients.”
