Changes proposed at Failsworth GP practice after "unsuitable" telephone system installed

Failsworth Health Centre

A raft of proposed improvements at Failsworth’s largest medical practice were outlined to Councillors at a meeting called by Failsworth East Councillor Liz Jacques last week.

The meeting with Senior Managing Partner Dr Fareeha Saeed and Practice Business Manager Dee Radcliffe was called to discuss concerns raised by residents following difficulties in getting through to the Failsworth Group Practice via telephone. The virtual meeting was also attended by fellow Failsworth councillors Norman Briggs and Sean Fielding, and Practice Manager Mel Cheadle.

Practice staff acknowledged some of the recent challenges faced by the practice. These included being asked to pilot a new telephone system which turned out to be unsuitable, and being the victim of a £500,000 fraud at the hands of a former manager of the surgery.

The practice confirmed that recent management changes, particularly the appointment of experienced Practice Business Manager Dee Radcliffe, had provided a ‘fresh pair of eyes’ to resolve many of the issues and some improvements to the telephone system had already taken place.

Further planned changes at the surgery included the introduction of a voicemail system so that patients seeking appointments could leave a message rather than waiting on the phone and the recruitment of up to 5 new support staff to answer the huge numbers of calls the practice receives daily.

Managers also confirmed that an e-mail address (oldccg.reception.fgp@nhs.net) was also now available for appointment booking for those happy to get in touch in this way.

The Practice is also working closely with the administrator of a local social media group where members discuss health services to get information about the surgery out into the community.

Dr Saeed said, "I’m proud to lead Failsworth’s largest medical practice and I want to reset our relationship with local people and be an active part of the Failsworth Community.

"We’ve had some challenges in the past, including being let down by a previous surgery manager, but we have now moved on and are absolutely focussed on providing the excellent GP services that our patients deserve.

"I am confident that the changes we have already made and those we have proposed will enable us to deliver a real first-class service at the surgery.”

Councillor Liz Jacques said: "I am grateful to Dr Saeed, Dee and Mel for giving up their time to discuss the concerns that residents raise with me. I am really encouraged by the improvements already undertaken at the surgery and those that are soon to be brought in.

"As a Failsworth Group Practice patient myself I am confident that those in charge at the practice have a handle on what needs to be done to solve the problems and are getting on and doing it."

Failsworth Group Practice is one of three medical practices operating from Failsworth Health Centre on Ashton Road West. It serves more than 12,500 patients from Failsworth and the surrounding areas.

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