A doctors’ surgery has recruited an extra staff member to help its new appointment booking system after patients experienced difficulties in accessing care.

St George’s Medical Centre in Sheerness introduced a triage system in January where patients’ requests are assessed and, depending on the urgency, are dealt with straight away or redirected to other services such as a pharmacy.

But patients, including Joan Casey, were having to call multiple times just to get through and then wait for a callback.

A practice spokesman said: “Due to the increasing demand for appointments, the practice recognised we needed a new system to enable us to offer appointments on the day and in advance to those patients with greatest clinical need.

“We looked at different ways in which we could proactively improve access for our patients, considering not all patients who request an appointment need to be seen by a GP but could safely receive care in other ways.

"We are aware that, for some patients, the process in its early days has not given them and us the experience we would both wish. To support the new system, and treat patients with minor ailments, an advanced nurse practitioner has been appointed and will take up post in March.”

Swale Clinical Commissioning Group – the body in charge of allocating funds for local health services – said it was aware St George’s had been implementing a new system and some patients had “experienced difficulties in accessing care” while it was being embedded.

A spokesman added: “We continue to work closely with the practice to resolve any issues with the process and are confident, in the long-term, the new way of working will deliver the benefits we are expecting for both patients and the practice.”

Joan Casey, who has been a patient at St George’s Medical Centre for 25 years, said something needed to be done.

The 69-year-old had phoned the surgery 72 times earlier this month before finally getting through. The week before, she had been told she had phlebitis in her hand and if it had not healed with antibiotics within 72 hours, she needed to return as a matter of urgency.

Mrs Casey said: “I was told they had no appointments but my number would be put forward to a technician and they would call me.”

The grandmother, of Maple Street, Sheerness, said she had made the call at about 8.20am and, having not heard from the technician, she called back at noon. The technician then phoned her at 3.30pm.

“I think it’s disgraceful. I knew I needed an appointment and I wasn’t given one. For the doctor to say come back within 72 hours, he was concerned. My hand was swollen and blue.”

Mrs Casey eventually got an appointment for two days later – which passed the 72 hours. “The new system is not working,” she said. “The main issue is not being able to get an appointment. They should keep 10 appointments aside for emergencies. It’s not on.”

The practice said it welcomed feedback and patients could do so by using the comments box in reception or by emailing stgeorges.reception@nhs.net.

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