CLACTON’S MP has contacted the health watchdog over “unacceptable” waiting times for appointments at four surgeries following the introduction of a controversial telephone queuing system.

Giles Watling told the Care Quality Commission patients are being forced to wait too long for appointments, prescriptions and test results at surgeries run by Anglian Community Enterprise.

Anglian Community Enterprise runs the Epping Close surgery in Clacton, Frinton Road Medical Centre in Holland-on-Sea, Caradoc surgery in Frinton and Green Elms surgery in Jaywick.

Earlier this year, it launched the Care Navigation system in a bid to end the need for patients to queue outside to get a doctor’s appointment.

But patients have been left unimpressed by the new system after being forced to wait more than 30 minutes for calls to be answered.

Gazette:

  • Concerned - Clacton MP Giles Watling

Mr Watling said: “I have repeatedly raised my concerns with ACE regarding its management of these four surgeries.

“I have made every attempt to get redress for my constituents’s concerns.

“Despite repeated assurances regarding increasing staff levels, the stream of complaints remains thick and fast. I have had over 78 people contact me. I have said to both Care Quality Commission and the CCG we need a rapid improvement plan put in place here.

“It is vital these things are addressed or we could end up in a situation where people start deciding not to try to see their GP.”

Mr Watling added he has been left with no choice but to “escalate” the situation to the watchdog.

Gazette:

Health boss - Lynne Woodcock, Ace’s managing director

Lynne Woodcock, Ace’s managing director, said: “Everyone at Ace is as keen as our MP to ensure our patients receive the best possible service and we believe we are already witnessing improvements.

“However, we are aware while we have seen improvements during the past week in terms of telephone call times, prescription processing and queues at surgeries, we need to remain focused and committed to making continued and sustainable improvements.

“We now have an additional ten care navigator staff working in the hub to make a significant impact on telephone waiting times.

“We also have a skilled advanced nurse practitioner working in the hub every day to support care navigator decision-making and offer patients triage where clinically appropriate.

“Patients who have complained to us about the service have all been contacted. We are also offering to reimburse the cost of unduly lengthy phone calls.”