As many of you will know, the issue of accessibility with the phone lines first started when IMH were running several local surgeries. At the time I made it clear that improvements must be made or that serious action would have to be taken by both the NHS CCG & the CQC. This eventually led to IMH walking away from the contract.
Surgeries were then taken overby local partnerships including Westrop (Taw Hill) and the GWH NHS Trust (Abbey Meads & Moredon).
As we know the last year has been very tough for primary care with demand soaring throughout the pandemic. This demand is coupled with issues arising following an unprecedented 14 months.
Despite demands, I am working with the GWH Trust to sort the issue of phone accessibility which has become a problem again at Abbey Meads & Moredon.
At a recent telephone meeting with the Chief Executive of the GWH Trust, I have been given the following Improvement Programme by the Trust:
GWH have been delivering a continuous improvement agenda for Moredon and Abbeymeads since taking over in November 2019. Earlier in 2021 this work was refreshed and a multifaceted ‘Primary Care Improvement Programme’ (PCIP) was developed and launched. The PCIP includes 5 projects. One of which is focused on accessibility.
Telephone accessibility for patients is key work-stream within the ‘Accessibility’ project. We are aware the call hub remains a source of concern and complaints raised by patients – despite the progress made to date and continued direction of travel.
Although we can report continuous improvement, we are committed to accelerate this, and have a plan of action to deliver these gains. Actions include:
• A Soft launch of a new online channel for patients, live on the practice websites from yesterday – the product is ‘eConsult’ for online triage and routine appointments (target to reduce telephone traffic by 15-20% and increase process efficiency). Public launch planned once process is well understood and optimised. During July.
• Training for call hub team in prioritisation and signposting (Completed in May and June)
• Incoming call audit to better understand the profile and complexity of enquiries (underway now – linked with workforce planning)
• New recorded messages and options for incoming callers aligned with eConsult (implementation July)
• Options evaluation planned for the different call handling models; aggregated vs. disaggregated team (July)
• New website copy to help provide guidance for ‘accessing your GP’ including tips e.g. quieter times and visual representation of busy vs. quitter times (June)
• Telephony supplier contract negotiations and relationship meetings to be scheduled in July (more adjustment/customisation required by user)
• Patient safety remains the key priority. We understand patients have encountered difficulty contacting us on the phone, and we must ensure this does not impact on safety.
• We have provided training to call handlers on recognising emergency situations to avoid delays to life threatening illnesses.
• eConsult will help triage of routine appointment requests to ensure more urgent medical conditions are prioritised for an appointment.
I am satisfied that these priorities should make the improvements needed, especially when it comes to discussing the problems with the telephone supplier. I will continue to ask for updates and raise concerns on behalf of residents – thank you to those who have shared their experience with me thus far; this has allowed me to raise concerns and use examples as to where improvements are still needed.
On a separate issue, some residents have raised concerns about not being able to see their GP still, even though we are moving away from lockdown as the vaccine rollout continues to deliver at speed. I have spoken to the NHS CCG and they have made it clear that where it is required, people are still able to see their GP and have been throughout the pandemic. A number of local surgeries have also run ‘hot clinics’ throughout the pandemic which has enabled patients with Covid-19 symptoms be seen. Where possible, surgeries will try and offer telephone appointments, as this can be more convenient for patients & GPs, but when required, patients are, and have always been, able to see their GP.
