EXTRA staff are being recruited to IMH’s Moredon hub and a new GP appointment booking strategy introduced in a bid to fix delays once and for all.

It came six weeks after IMH’s chief executive appeared on local radio, stating it would take him around a month and a half to sort problems that have caused problems for thousands of patients across Swindon.

Dr Martyn Diaper said: "We have tried to make it easier for patients to book appointments with their practice."

Manchester-based IMH runs five surgeries in the town: Moredon, Abbey Meads, Taw Hill, Eldene and Phoenix. Last autumn, the firm introduced a new central hub, responsible for booking GP appointments at the five surgeries. Patients complained of lengthy call waits and being booked in for GP slots at surgeries they were not registered with.

The firm and NHS commissioners say improvements are being made, but there is still more to do. Last year, patients complained of having to hang on the phone for over an hour to try and book an appointment in the morning. When the Advertiser called the Moredon Medical Centre at 9am yesterday, there was a 15 minute wait.

There are 12 call handlers plus clinicians working in the call centre hub during the busy morning shift. In the afternoon, it is five.

More time is being set aside for on-the-day appointments and patients will also be offered slots at their surgery 14 days, seven days and two days from the time they call to book a time with a GP.

Carol Willis, Swindon Healthwatch team manager, said: “We’re on a journey, but I think we’re going in the right direction.”

Kate Linnegar, Labour’s prospective parliamentary candidate for North Swindon, said following a “learning event” run by Swindon NHS Clinical Commissioning Group on Tuesday: “There are some clear plans from April 1. They appear to be listening and working towards those improvements.”

However, Ms Linnegar and Labour’s South Swindon candidate Sarah Church raised concerns about the apparent lack of key performance indicators in NHS contracts for GP services. That policy, which is the same across the country, mean “contractually we can’t hold them to account”, Ms Church claimed.

Justin Tomlinson, North Swindon MP, said: "“I have received reports of improvements over the last couple of weeks. However, there is still more to do in order to deliver the service expected by patients.

"I know that both IMH and the CCG are aware of what needs to be done and I am glad that they have laid out clear steps to achieve this."

While the NHS says things are improving at the surgeries, patients say they remain frustrated with the new system. James Hurley, 83, who appeared in the Advertiser earlier this month together with neighbours at his Blunsdon apartment block raising concerns about IMH, said he was still worried.

“When you do get through there is no guarantee you will get an appointment or phone call in a reasonable time. The surgery given may not be your home one and could be much further away,” he said yesterday.

Neighbour Gina McDonald, 69, said she had struggled to secure an appointment online: “There’s nothing.” Pointing to a letter from Abbey Meads Medical Centre, which warned surgeries nationwide were struggling and facing bankruptcy, she added: “It’s very worrying. If they go under – bankrupt – like the letter says they could it’s very worrying. Where would we go then?”

Swindon CCG acknowledged patients’ concerns: “There is still more to do and we are in no way complacent that some patients are still having difficulties contacting their GP practice."

“However, the frank, open and honest conversations that were had earlier this week has enabled us to forge stronger working ties with people who have been personally affected, while also giving us a solid foundation in which to continue making positive changes that will bring improvements for patients and their families.”

The CCG has asked anyone with complaints about their care to contact the patient advice and complaints team. Call 0300 200 8844 or email feedback.swindonccg@nhs.net.