SAXMUNDHAM HEALTH
I am writing this as Chair of the local Patients’ Participation Group (PPG), which exists to foster relationships and understanding between the Saxmundham Surgery and their patients. More information about PPGs and their purpose can be found here: https://www.england.nhs.uk/publication/patient-participation-groups-what-you-need-to-know-about-gp-online-services/
It is evident from feedback we have received and from comments on social media that many patients are rightly annoyed by the difficulty and long wait in getting through to Sax Health on the phone. There has recently been extra demand for services and the Practice has also experienced an unusual amount of staff sickness – creating additional pressure. Staff have received up to 600 calls a day and have been working flat out to cope.
Nevertheless, the Practice is fully aware that delays and inconvenience persist and is looking closely at how to improve matters. One option being actively researched is introducing a new system whereby patients wishing to talk to a doctor would get a call back and not lose their position in the call queue. They would then have a phone consultation to decide what needs to be done - this could include being seen by the GP, or, for example, self-referring to the local physiotherapy department. Alternatively, further short-term resource could be applied to call peaks. Neither solution is straightforward and without problems.
Whatever developments occur, the system will continue to involve “Care Navigators”. They have specific training and on hearing your concern, will make sure you are seen by the appropriate clinician, who may be a GP or other health worker. This method of working is a necessary development from changes being brought in before the Covid pandemic where, it should be remembered, patients sometimes had to wait 2-3 weeks before getting an appointment. It is both safe and effective, but of course does require getting used to.
It’s worth placing matters in the wider national context. Throughout the country, and not related to the Covid pandemic, General Practices have been undergoing changes, which will be permanent or, at least, persist for the long term. One reason for this is increasing demand for services at the same time that the number of GPs has been declining. There are lots of reports in the papers highlighting this and the BMA report that there are almost 2000 fewer GPs than in 2015 when 6000 more were promised. See, for example, https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/pressures/pressures-in-general-practice
We all want to work together and make Saxmundham live happily beside its extremely hard-working medical team. I can assure you that both the Practice and the PPG welcome feedback and appropriate expressions of concern. The PPG would encourage anyone who is interested and able to apply to join the PPG and assist us in our work the purpose of which is to help the Surgery improve. Applications can be made with this form:https://www.saxmundhamhealth.nhs.uk/form_ppg_application.htm
Hilary Graham