GP partners at Forfar’s Academy Medical Centre have responded to feedback from patients following the announcement of a new model of care that will see a change in the way family doctor services are delivered.
Dr Kay MacCallum, a GP at Academy Medical Centre, said: “We’d like to thank patients for their patience and cooperation during what has been a challenging transition phase at the surgery.
“We have listened to patient feedback following our announcement and we know that our interim system has caused challenges for many of you. We apologise if you have been disappointed with the level of service offered and can reassure you that current systems are temporary.
“Our new model of care, which is starting on Monday, 15 August, has been carefully designed to improve how we can manage demand at the centre, providing a much more patient-centred approach to care.
“As patients will be aware, they have been allocated to a small team of healthcare staff, including named GPs who will support their care in future. The phone call triage is an important part of the model of care, but in future your calls will be dealt with by a small number of staff who will know you much better.
“If clinicians in your team are dealing with another patient at the time you call, then the administrator, who is one of your team, will take some basic details as this helps the clinical team deal with your request more effectively.
“We understand that some people are worried about the telephone triage and while we appreciate it is a new way of working, based on evidence from other GP practices, we are confident that once bedded in, this will improve care for patients.
“It will allow quick access to advice and support, often by telephone. Where a face-to-face appointment is required, the healthcare team will arrange that with you in such a way that duplicate visits to the surgery are reduced and your care is as holistic as possible.
“We are confident that the new system will improve access to services, however we expect it to take time to bed in and would like to thank our patients for their cooperation and feedback during this time.”
Patients can give feedback in person or by email on firstname.lastname@example.org.
Information and updates are available on the practice website www.academymedicalcentre.co.uk and in the surgery waiting area.