Survey reveals 66% of patients are unsatisfied with appointments system

SIXTY-SIX per cent of Frome Medical Practice patients who responded to a survey about the new appointments system are unsatisfied with the service.

The survey received 250 responses, with only 12 per cent of patients satisfied with the new system.

The survey was carried out by Mendip district councillor, Adam Boyden and member of the Frome Liberal Democrats, Drew Gardner, in response to feedback from the community to the Patient Connect system which was introduced last year.

The results and feedback have been shared with Frome Medical Practice

Talking to Frome Times, cllr Boyden and Drew Gardner said, “As you know in November, Frome Medical Practice changed their GP appointments system. After we heard some concerns, we launched a survey to ask people if they were satisfied or not and why. We had over 250 responses online and several in writing. In summary, 12% of respondents were satisfied – patients who have been able to get same- day appointments or advice, and prefer not having to wait weeks to see their GP, or hours in the walk-in clinic.

“We understand that the new system has significantly reduced missed appointments and ‘unnecessary’ appointments where people should see a different health professional or receive verbal advice, rather than their GP.

“20% are neutral or see both the pros and cons. However, 66% of responses were from people unsatisfied with the system. The biggest issues are that busy working people who are not ill enough to be off work, are having difficulties both with having to be available to see their GP the same day, with an inability to make most appointments in advance, and with taking a callback while at work, for various reasons.

“Some people have had real trouble making an appointment at all. Other big issues are; long waiting times on the phone when initially calling in (which we understand FMP are addressing), concerns about the reliance on telephone diagnoses, on divulging information to care navigators, and that some people with mental health / anxiety issues are finding it more stressful.

“So, there appear to be clear benefits in the new system, but also ‘side effects’. This is what over 250 people have told us – ‘thank you’ to everyone who responded. As the survey identified problems, we discussed the issues with Frome Medical Practice, sent them a draft report, and have asked the practice to consider the results and see what they can do to improve the system for patients who are having difficulties with it.

“The survey remains open here – www.survey monkey.com/r/GFLXM96. The draft report of the survey is available at www. adamboyden.my councillor.org.uk and will be updated to include or reflect any feedback from the practice.

“Of course, the changes have been made due to the strain on the GP service, with a national and local GP shortage, and NHS underfunding that is just not keeping pace with demand. The Government knows about this full well and is just not addressing it. We are meeting our MP at his next Frome surgery in March to discuss and highlight this too.

“We must emphasise that Frome Medical Practice is an ‘outstanding’ surgery, which has led the groundbreaking ‘Compassionate Frome’ and Health Connections Mendip initiative which has been recently highlighted in The Guardian and the Resurgence & Ecologist journal. This aims to tackle loneliness and isolation in patients by offering a free health and wellbeing support to patients, where health connectors connect people to free and low-cost local services, such as exercise classes and support groups, and has significantly reduced emergency hospital admissions. This is simply excellent work which has been led by the practice and Frome Town Council and local volunteers including Active & In Touch. I would like to see significant praise for everyone involved in that. This should be national policy – for  community rebuilding, as well as improving our health – and Government health and loneliness Ministers should come and see what they can learn from how it’s done in Frome.”