Welcome to Brannam Medical Centre
We are a forward thinking patient centred practice offering continuity of care for all patient groups. We are one of the region's leading training practices with a diverse skill mix of highly valued healthcare professionals and support staff. We aim to offer excellent accessibility for both your long term care and more urgent medical needs.
Clinical System Update
We would like to apologise for the reduced customer service that some of our patients have experienced recently.
We are aware that it has been more difficult to get through on the phone and we have often had queues at our front reception desk. We are also aware that some routine administrative tasks have not been done in a timely manner. Clinical care of our patients has not been affected.
We had a new clinical system called SystmOne installed at the practice towards the end of August, which was an extremely complex task, particularly as we now have more than 17,000 registered patients. We were unable to make any forward bookings for appointments until our system went live which resulted in a large increase in the volume of calls coming through reception. This also coincided with patients trying to book their annual flu vaccinations in September. We took over 8,000 telephone calls in September compared to 6,800 in June. Our staff are still learning their way round the new IT system and are understandably taking a bit longer to deal with routine calls and answer queries leading to delays in answering the phone. We are monitoring our calls on a weekly basis and are reviewing the setup of our telephone system to see how we can improve it.
We have had two members of staff manning our front reception desk as often as possible to try and reduce the queues during busy periods. Unfortunately this takes them away from answering the phone. During this period frontline staff have also been undergoing regular training sessions on the new system which has reduced our overall capacity, particularly in reception. We are advertising for a new member of staff whose role will be to develop, organise and manage the day to day delivery of our services particularly the reception area of the practice.
We have now provided details for over 2,000 of our patients to register for 'on line' services for the new system. Thank you for your patience whilst our admin staff worked through this and helped patients get to grips with the new app. We are continuing to sign up a significant number of patients for 'on line' services which should in the long run enable more people to book appointments without having to ring or queue for a member of staff.
We have now added all the clinical and administrative information collected during the changeover period from our old system back to in to SystmOne. This was in excess of 2,000 documents. We know that some patients have experienced delays in having paperwork completed and apologise for any delays.
Thank you for your patience and pleased be assured we are working hard to return to our usual levels of service.
Deirdre A Brown Dr Tim Chesworth
Practice Manager Executive Partner
Brannam Medical Centre Brannam Medical Centre
FLU APPOINTMENTS - If you are an eligible patient, please call reception to book now
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