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"GP practices NHS Greater Glasgow and Clyde"

About: General practices in Greater Glasgow & Clyde

(as a service user),

I recently became aware that a couple of GP practices in Glasgow (both within 2 miles of my home) have embraced a more modern approach to delivery of primary medical services - embracing technology, multi-disciplinary working, explicitly recognising that the people who use services come from a range of diverse backgrounds and experiences etc etc.

I registered online with one of them (Barclay Medical Practice City Practice) and received confirmation when I called that I was now one of their patients.  I then received a call to tell me that NHS GG&C would remove me from the list when the information reached them and place me on a list of people with no GP until I registered with a new one.  I asked that I be retained on the list of the surgery that I was already with (which although not satisfied with would at least mean having some GP surgery link).  I was advised this was not possible. 

We hear so much about the aspirations to have a primary care service that is aligned to the changing needs of the population yet it is not possible to register with a GP that would be more convenient to attend (i.e. my schedule makes it easier for me to visit a GP on my commuter route than near my house which I am often not at when the surgery is open), nor a GP that is actually equidistant to the one I am 'allowed to' register with - using postcode area is one way of managing practice numbers but surely given the changing patterns of work, commuting and population need the time has come to have a more flexible approach to meeting the needs of people's primary medical care needs ? 

I would like NHS Greater Glasgow and Clyde to post details of the process that needs to be followed in order to find out which GP practices are embracing new technologies such as results by text,  use of email with patients,  video consultations and the like as there does not seem to be any way of finding this information out.  I would also like to ask what procedures there are in place to apply for registration with a GP practice that is not necessarily within my postcode area but is actually situated more conveniently to and from my commute from work - and if this does not exist what the rationale is for this.  

I would also like the response to come from someone with subject matter expertise or accountability for these issues in the GG&C Board and not a corporate back room Communications or 'Patient Engagement' type team.

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Responses

Response from Julie Craik, Patient Experience Public Involvement Manager, Patient Experience Team, NHSGGC 6 years ago
Julie Craik
Patient Experience Public Involvement Manager, Patient Experience Team,
NHSGGC
Submitted on 13/04/2018 at 13:05
Published on Care Opinion at 13:32


Dear feedbackfan,

Thank you for taking the time to post your feedback.

As GPs are independent contractors, the best person to deal with the issues relating to a practice is the Practice Manager of your surgery – they are responsible for feedback and complaints for their surgery.

In this instance however I see that that your feedback and frustration relates to the registration procedures and lack of flexibility. I note that you have specifically requested a response from someone with accountability for this area and therefore I will send your feedback to the relevant person within NHS Greater Glasgow and Clyde for them to comment.

Kind regards

Julie

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Update posted by feedbackfan (a service user)

Dear Julie

Thank you for your response. I have made a complaint to the GP Practice. My feedback is for the Board as my understanding is that the process will be that, as a result of the practice incorrectly accepting my request to register, the Board will note this when they receive the information and instead of putting me back on the list of the GP I was registered with, will put me on a list as not having a GP. It is the Board that I would like to have a more reasonable approach by ensuring I am restored to the list I was on before the new practice made their mistake. As you have identified, I have separately provided the feedback to the Board about the outdated and unhelpful approach to restricting registration with GPs to be within home postcode areas only - a practice that is not worthy in my view of 21st century primary medical service provision.

Response from Julie Craik, Patient Experience Public Involvement Manager, Patient Experience Team, NHSGGC 6 years ago
Julie Craik
Patient Experience Public Involvement Manager, Patient Experience Team,
NHSGGC
Submitted on 27/04/2018 at 13:36
Published on Care Opinion at 16:52


Dear Feedback Fan

Thank you for your post on Care Opinion.

It appears that the fact that you ended up not registered with a practice stemmed from the initial error in registering you with a new practice, and we note that you have rightly followed that up with the practice concerned. It would not be usual practice to automatically return a patient to a previous practice as there may be many reasons why a patient has left a practice. However, you have the right to re-register with your existing practice or any other practice which accepts patients from your postcode. If you experience any difficulties with this, you should contact practitioner services on 0141 300 1300 who will be able to help you.

Under the terms of the GP contract in Scotland, practices agree a catchment area which is normally in the vicinity of the practice. GP practices work with a range of other local services, as well as providing home visits when required, and having a local catchment area helps to ensure that care can be provided and co-ordinated well.

Many practices across Glasgow are developing their digital and online service for patients, supported by funding from the Board, and this is increasing every year. Practices are independent contractors and the detailed local arrangements for making appointments and contacting practices will vary from practice to practice. Most practices (and all in future) will have a website where you can find out about these arrangements prior to registering if you wish.

Kind Regards

Lorna Kelly

Head of Primary Care Support and Development - NHS Greater Glasgow and Clyde

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