GP Hub Update - 29 May

Since IMH's involvement with our local surgeries I have relentlessly raised concerns on behalf of local residents to senior clinicians, the CCG & the CQC.

Today the CCG have issued the following statement:

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STATEMENT FROM SWINDON NHS CCG

Following lengthy discussions, and in light of ongoing challenges, Swindon Clinical Commissioning Group can confirm that Integral Medical Holdings (IMH) will withdraw from its operations in Swindon.

Since September 2018, the IMH Group had been working in partnership with five GP practices – Moredon Medical Centre, Abbey Meads Medical Centre, Phoenix Surgery, Eldene Surgery and Taw Hill Medical Practice – to provide a range of consolidated back-office services, such as administration, recruitment and IT services.

During this time, patients have continually raised concerns at the difficulties faced when attempting to contact their surgery and book appointments using the newly-introduced single contact centre, often referred to as the Hub.

Many of these issues have been linked to technical faults with the hardware system and, although engineers are currently working to address the problem, the CCG fully acknowledges that many patients are still experiencing issues.

Earlier this month, the CCG issued IMH with a remedial notice, which requires a provider to take immediate action when there is sufficient reason to believe a contract has been breached.

However, following a meeting of the CCG, IMH and senior clinical staff, and due to the ongoing technical issues, IMH has agreed to end its contract with the five practices.

The CCG will now begin exploring and identifying with each of the practices the most appropriate solution going forward.

IMH has agreed to continue working in Swindon, with oversight from the CCG, while this process is carried out, meaning patients should continue to contact their surgery in the usual way and attend all pre-booked appointments as normal.

Further updates will be shared with patients as soon as any key decisions are made.

The CCG fully acknowledges that the past nine months have been a difficult time for patients and we would like to thank the people of Swindon for their continued patience and understanding.
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Following this announcement, I have sought and received urgent clarification that this decision will not affect any appointments which are already booked; nor will it mean that patients are stopped from contacting any of the five surgeries.

The CCG will have oversight of this process, and it will be completed in a phased way so that patients do not lose access to appointments.

I will continue to raise concerns & issues on behalf of patients, and will be working closely with the CCG & the surgeries going forward. It has been a very frustrating 9 months and it is right that IMH step back from this contract.