Resident raises concerns over support in GP surgeries

A local woman has raised concerns about the challenges some patients face when trying to book a doctor’s appointment, particularly for those with limited access to technology.

Debi Gunn, a patient at Giffords Surgery on Spa Road, shared her experience after witnessing another resident struggling to secure an appointment. She believes more could be done to ensure accessibility for all patients and has raised her concerns with the surgery.

“I was sitting in the waiting room the other day when a lady came in, of late to middle age, to request an appointment with the doctor, as she had always done previously,” explained Debi.

“She was handed a clipboard with a form to fill out and told a triage nurse would call her back. The lady replied that she had a taxi waiting, and it was clear to those around that she found completing the form daunting. The receptionist explained this was the procedure and that it needed to be completed so she could receive a call back.

“The lady then explained she did not have a phone. The receptionist asked whether she had a landline or mobile, but she confirmed she had neither. She was then advised to return the next day and wait for an available appointment, but no estimate could be given on how long she might have to wait.

“The lady’s taxi driver came in, and she left without an appointment. In cases like this, it would be helpful if a triage nurse could assess the patient in person or arrange an appointment on the spot.”

Patient accessibility

Giffords Surgery has said it has taken steps over the past two years to improve patient accessibility and ensure patients receive appropriate care.

“We have actively embraced technology, most notably through the implementation of our ‘eConsult’ system,” explained managing partner at Giffords Surgery, Emma Fletcher.

“This system has streamlined the appointment booking process, ensuring that patients’ needs are addressed efficiently and promptly. With the majority of our patients opting to use eConsult as their preferred method of contact, those who choose to call or visit the practice in person—whether by preference or necessity—can now access assistance at reception without difficulty.

“We take pride in ensuring all staff are suitably trained to accommodate the diverse accessibility needs of our patients. Every patient is provided with the appropriate communication options for booking appointments. We also confirm any additional needs during registration and review this information regularly. If a patient experiences any difficulties contacting the practice or obtaining an appointment, we investigate the matter promptly.

“While we offer an on-the-day service and strive to meet our patients’ needs, it’s important to note that, like most GP practices, we are not a ‘walk-in centre.’ We are unable to provide immediate appointments unless it’s an emergency. All patients are triaged and signposted accordingly to ensure the most appropriate care.

“We can confirm that no patients ever experience a long wait for an appointment, with all appointment queries being responded to on the day.   

“We are aware of all registered patients who do not have access to a phone, or who might need additional support when contacting the practice or in obtaining an appointment and these patients are welcome to visit and make an appointment or we can agree a more appropriate means of contact that suits their specific needs.    

“As a GP surgery we are not able to provide a drop in service provision. But would see any patient in urgent need of medical attention that could not wait or come back at an appropriate time.”

Blood pressure checks

Debi also raised concerns about having to take her own blood pressure and weight measurements rather than these being done by the GP during her appointment.

She said, “I was concerned afterwards because every time I have my blood pressure taken, it takes at least three attempts to get it just below the target they want. I was left to leave the clinic with what could have been a high reading, and no one was there to address it.”

Emma Fletcher said the surgery has introduced a new Health Assessment Machine, located in a private booth in the waiting area, to enhance efficiency.

“This machine provides accurate readings of blood pressure, height, weight, and BMI within 30 seconds. Our trained staff are available to assist patients in using the machine, and the data is instantly uploaded to the patient’s record. This has significantly increased our capacity to see more patients. If any assessment reading indicates a need for further intervention, the relevant team members are alerted, and we will contact the patient directly to discuss next steps.

“We remain committed to enhancing both the accessibility and quality of care for our patients, and we will continue to explore new technologies and processes to meet their needs.”

To further improve patient wellbeing, a Friends of Giffords Charity has recently been launched by a group of patients. The charity provides advice, information sessions, and signposting to local support for vulnerable groups.