Council working with GP group to improve services
RESPONSE TO RECENT PROTESTS
HOLDERNESS councillors say GP services across the area will improve after “lengthy discussions” with NHS representatives.
Last month, patients at a group of GP surgeries across the area protested at what they described as “appalling” services with reports of some people left on hold for two hours when trying to book an appointment.
Holderness Health faced a backlash from patients who said they were frustrated at a “hit or miss” service where some calls remained unanswered for over an hour while many are being refused face-to-face appointments.
Staff publicly admitting they were “struggling to cope”, but a spokesman for the group said it was “incredibly disappointed” by the patients’ protest.
Since then, ward councillors across Holderness have worked together and with the NHS to help improve residents’ experiences of their Primary Health Care including GP services at Hedon, Withernsea and southern Holderness villages.
In a statement by the Conservative Group in the area said: “After receiving numerous complaints over several months, all nine elected councillors representing the Wards of South East, South West and Mid Holderness have been discussing how best to support NHS services during this time of exceptional demand as well as putting the minds of local residents at rest.
“The difficulties in arranging GP appointments and even speaking on the telephone have been among the issues raised by local people.
“Councillors have met with representatives of the local Clinical Commissioning Group (CCG) and GP practice to try to identify the key areas, understand the pressures facing the NHS and to discuss opportunities to help in the short time and find longer-term solutions.”
The Conservative Group says: “It was recognised that while the new system used by the practice was a benefit to some residents, additional safeguards had to be put in place to ensure that noone was left behind, particularly those with limited IT skills or even don’t have a computer.
“The GP practice has continued to offer a blended mix of telephone, online and face to face appointments throughout the pandemic.
“It was agreed there needed to be improved communications as the new system was obviously not working to the patients’ benefit.
“Residents need to know how best to navigate their way to speak with the relevant members of staff and that they are satisfied with the outcome.”
One example of the system requiring improvement includes the call back option ‘1.’ This can be used to keep the resident’s place in the queue and receive a returned call.
However, if the call is not returned within two hours the system is overridden and the connection fails. Therefore, residents have to try to contact the surgery again.
The Conservative Group says: “In many cases this causes significant frustration and many patients don’t receive the attention they need. The practice is looking at ways to improve this.
“The recent public demonstration in Withernsea emphasised the strength of feeling by many residents but they should rest assured that efforts to improve the present situation are under way and will continue.
“It is anticipated these lengthy discussions the ward members have held with Holderness Health, and the CCG, to ensure a satisfactory service, will result in the required improvements.”