How easy is it to get through to your GP on the phone?

According to the GP Patient Survey 2022, Spring Fenisco in Darwen, Redlam Surgery on ROAD, and Witton Medical Centre are the easiest GPs to speak with on the phone.

Out of those who completed the survey, 90 per cent of Spring Fenisco patients rated it as being ‘easy’ to get hold of their GP surgery on the phone.

At Witton Medical Centre, 86 per cent of patients say they didn’t struggle to speak to the practice, while at Redlam Surgery, 85 per cent of people said the same thing.

The worst GPs to get hold of on the phone, according to patients, are Shifa Surgery, Olive Medical Centre and Bentham Road.

At Shifa Surgery 82 per cent of patients said it was ‘not easy’ to get hold of their GP on the phone.

Sumayya Mayat, Practice Business Managers for Shifa Surgery said: “We are aware our biggest issue has been access to the practice.

“The practice has invested on a new phone system in May 2022.

“Before, our old system would only allow six callers in the queue but now it is unlimited.

“People can also press 1 and request a call back.

“We have asked our patients how they feel about the new phone system and the feedback has been positive.

“We appreciate when the survey was done that the system was not in place.

“We are also speaking to patients on the same day they ring.”

“Patients also have the option of booking an appointment or requesting medication via an online platform.”

Olive Medical Centre scored the same with 82 per cent of their patients claiming they have struggles to get hold of their surgery on the phone.

At Bentham Road, 83 per cent of patients shared their concern that they did not find it easy to get in contact with the surgery on the phone.

Donna Middleton, practice manager at Olive Medical Centre said: "When we took over the management of the practice it was under special measures and patient satisfaction levels were very poor.

"The main complaint at the time was the appointment system. Patients had to wait in a queue but by 9.30am all the appointments were taken.

"Our priorities were to immediately tackle the governance and safety of the practice, which we achieved. We also removed the restriction of ringing the next day. When a patient calls the surgery, they are assessed on the same, if no appointments are available the patient will be added to the following days clinic without the need to call back the next day. The practice has made multiple improvements.

"Access remains a problem for various reasons hence we have added digital access which is very popular but needs further promotion.  Patients can contact the surgery via our digital platform 24 hours a day. This function is ideal for unwell patients that do not want to be waiting until 8am to contact the surgery. The practice is currently in the process of moving over to a new telephony system that has so many great benefits for patients.

"We also have a buddy surgery in Darwen with the same management and a similar clinical team which is rated much higher in the patient survey.

"The practice continues to make improvements, and we hope that our patients feel and note the improvements that we have made and continue to make."

Some of the other easiest surgeries to speak with on the phone in Blackburn with Darwen are Roman Road (69 per cent), Pringle Street (62 per cent), Hollins Grove (60 per cent), Darwen Healthlink (61 per cent), Darwen Healthcare (69 per cent) and Limefield (60 per cent).

Surgeries, where it is apparently more difficult to speak with someone on the phone, were Little Harwood (33 per cent), Oakenhurst (41), Family Practice at Barbra Castle Health Centre (40 per cent), Primrose Surgery (49 per cent), Blakewater (39 per cent), Stepping Stone Surgery, (31 per cent), Brownhill (44 per cent), Cornerstone (47 per cent), and William Hopwood (34 per cent).

Here is a full breakdown of how many patients found it easy to get hold of their GP surgery on the phone:

Bentham Road Health Centre was approached for comment by the Lancashire Telegraph but did not respond.