A Wiltshire MP has urged constituents to contact her if they experience problems booking face-to-face appointments with GPs at the Bradford on Avon Health Centre.

Michelle Donelan, the MP for Chippenham, has been contacted by many patients complaining about the Bradford on Avon and Melksham Health Partnership.

The move follows scores of complaints from patients who struggle to get through on the phone to book a face-to-face appointment with their GP - only to find all the slots are already taken.

The MP said: “Further to the many complaints I have received from constituents, I recently met with representatives from the Bradford on Avon Health Centre and the Integrated Care Board (former CCG - they set local priorities and resource).

“I know all surgeries have struggled with the Covid backlog and workforce issues but the issues with Bradford surgery do pre-date Covid, and the majority of the complaints I receive or hear about are in relation to Bradford on Avon Health Centre.

“The good news is that the health centre are very aware that the service they have provided recently has not met the expectations of patients.”

Miss Donelan was told that:

  • The practice has taken on a full time business and development manager who has already begun changing the phone triage and appointments system
  • They are actively recruiting for more receptionists, who will also receive specialist training
  • Pre-bookable appointments are returning - patients will be able to book 3/7/14 and 28 days in advance - no longer having to try their luck on the day
  • There is also a recruitment drive for further GPs and more healthcare assistants to meet demand

She added: “I have also been given assurances that no patient will be refused a face-to-face appointment should they require one - this is really important and I urge anyone who does not find this happening in reality to contact me.

“The health centre and ICB have committed to continue to hear feedback from me so thank you to all those who have made contact so far, I will continue to do what I can to make your voice heard and improve the service you experience.”

In response to the recent NHS GP Patient Survey, the BoAMHP, said: “We are delighted to learn from our patient survey that 98 per cent of our patients had confidence and trust in the healthcare professional they saw or spoke to. This covers all of our clinical teams which is extremely positive feedback.

“In addition, 97 per cent of patients seen advised their needs had been met from their appointment.

“We have had an issue in terms of meeting demand as we have moved out of Covid. We have taken steps to improve this and over the past three months we have strengthened our management team with a new business manager with 30 years’ experience in the commercial sector leading successful teams in service delivery.

“Along with this appointment we have recruited an operations manager and we have recruited six further reception staff who are currently training. We are continuing to monitor our resource capacity and upskilling our reception teams.

“We are also redesigning our appointment system to move to pre-bookable appointments and moving from book on the day.

“We have also increased our IT resource to deliver our digital strategy to allow patients more online tools for self-service and access."

Anyone experiencing problems should email michelle.donelan.mp@parliament.uk.