THE practice manager of a local medical centre has praised its new appointment system despite criticism from patients.

Back in April, Launceston Medical Centre introduced its new ‘Klinic’ triage system in the hope of providing a more streamlined approach to booking appointments.  

In the last few years, the centre has faced some heavy criticism from patients, with many complaints centring around the difficulty trying to book an appointment with a GP.

Back in November 2022, one resident spoke to the Post about how they had struggled to gain a face-to-face appointment with a medical professional at the site.  

They said: “I’ve tried phoning multiple times to get an appointment over the past few months. Almost every time it says they are busy, hang up and to call back later, or puts me in a queue of over 20 people and I don’t have time to wait because I work.” 

Reflecting on these criticisms, the medical centre went on to announce that it would be introducing a new appointment system which looked to solve these problems. 

Now the Klinik triage system has been in place for more than nine weeks, and despite hopes this would lead to greater patient satisfaction and a more streamlined system, the medical centre has continued to face negative reactions from patients.  

Since its introduction, there has been a mixed response from members of the community, with many taking to social media to express their views on the matter.  

One resident said: “I despair with Launceston Medical Centre. By the time you get hold of an actual person you are either cured or have died of your illness already. Time to move surgery I think.”  

With another commenting: “Launceston Medical Centre has to be the worst place now [...] This just makes everything even harder for working people! I had a 30 minute gap today I sort this out but now I’ve got to request it and probably get a call back when in meetings and have to start the process again.”  

However, others have been keen to praise the new system.

One patient said: “I’ve got to say I was impressed with Launceston Medical Centre today.  

“First time using the new system, filled in the form online at 8.15am, had a phone call at 8.45am, and an appointment to see a doctor at 10am.”  

Another added: “Shout out to Launceston Medical Centre staff. Did the online form around 9.30am and was seen and treated within a couple of hours by a fantastic doctor. Thank you for being spot on.”

Now, practice manager of the site, Andrew Yardley has praised how the rollout has gone and even said he wished they had done it sooner. 

Speaking to the Post, Andrew explained: “From our perspective, things have gone really well.  

“It has given us the time to prioritise what is happening throughout the day and free up capacity for patients that need to be seen.  

“It has also removed the stigma that the receptionist acts judge, jury, and executioner as it is led by our duty triage team, which is headed by a GP.”  

Andrew also explained why the centre decided to roll out the new approach.

He said: “We wanted to move to something closer to the modern general practice model. As well as this, demand has risen by 25 per cent in the last few years and we thought, ‘if we don’t change what we’re doing, we will be giving a worse service’.  

“This new system means that things that can be done quickly, are done quickly, increasing the availability for patients that need to be seen by a someone.  

“It has given us the option to signpost patients elsewhere if needed, should they have a dental issue or need access to a pharmacy, which has meant we have become more efficient.”  

Andrew believes this has made a positive impact on staff, adding: “Staff response has been positive. It has definitely made a difference in helping curb burnout and over working.”

Though Andrew is aware that not all patients have taken to the new system he said the majority seem positive.  

“Some patients have struggled with the change,” continued Andrew. “I acknowledge the apprehension from patients however, when we are able to speak to them about how the system works and explain how to use it, many go away much happier. 

“However, I am open to change and I am keen to listen to what patients have to say.  

“I would encourage any patient unhappy with the new system to speak to us. I was also wary when the system was introduced at my own surgery however, having given it a try it became much easier.”  

• What are your thoughts on the new system? Let us know via [email protected]