Sort it in one call, say Welsh doctors
Released 18/08/2010
BMA chairman urges GPs to sort out appointment systems
Senior doctors in Wales are asking GP practices across the country to sort appointments out "it in one call".
The chairman of the BMA's GP Committee (GPC Wales) Dr David Bailey has written to every practice asking them to resolve the appointment system which he feels is causing wide scale problems to both doctors and patients.
"One of the principal complaints from both the public and politicians to GPC Wales is the continued policy in some GP practices in Wales to open appointments on the day and insist that patients phone in the morning to book and then tell them to phone back the following day once all the appointments are gone.
"This appears to be a legacy of the discredited ‘Advanced Access' programme and can lead to patients having to phone repeatedly to obtain a single appointment.
"In the opinion of GPC Wales this is no longer acceptable practice in 2010 and we would like to ask all Welsh practices to support a policy of ‘sort it in one call' for patients ringing for appointments.
"This refers to requests for appointments only as this is an activity invariably completed at the reception desk. Patients should be able to ring off with an appointment or instruction on a time to attend for urgent consultation or at least having been given the offer of an appointment in every case."
Dr Bailey says that whilst it is acceptable for practices to set aside quiet times for other patient service activities like chasing correspondence or giving out results, he feels the principle function of GPs is to provide healthcare advice and treatment to their registered list.
"We feel that making this process as painless as possible for patients will enhance the standing of general practice, improve patient perceptions of the service being provided and dramatically reduce complaints at a stroke," added Dr Bailey.
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