New operating model introduced at Macduff Medical Practice to address issues
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Macduff Medical Practice has announced it is moving forward with a new model of operating.
It comes after concerns were raised in April that the practice was in crisis following a number of online complaints including that fresh appointment dates were not available until a month later.
They were also told to phone the out of hours service or 999 if in need of medical attention before then.
At the time staff shortages through illness were stated as the cause of the problems.
To help address the issues Banff and District Councillor Glen Reynolds recently met with the practice management and staff.
It was outlined by practice manager Keith Anderson that a new model of operating has been put in place.
This includes changes to clinical triage to offer a web-based facility for patients to inform the clinicians of their primary care needs to ease telephone call queues; improved communication with the public and making the culture at the practice more positive and inclusive.
In a statement Mr Anderson said: "We have analysed the requirement and built an evidenced based strategy based upon lessons learnt, and established best practises from successful medical practices.
"We will evaluate, adapt and improve as we move forward and accept that we will be held to account if we fail to deliver.
"We are using this opportunity to take forward the very best of what we do whilst capitalising on the opportunity to discard less effective and outdated practises; but we are not considering failure as an option."
Banff and District Councillor Glen Reynolds said: "Constituents had raised prior to the election in May, a number of concerns, online and otherwise, surrounding the operation at the Macduff Medical Practice and I gave an assurance to them that I would raise these.
"I had sent a series of these main issues in advance of a meeting that took place recently, protecting the anonymity of all involved.
"As a direct consequence of our meeting a statement has been issued by the practice which is a full and frank engagement with many issues and I commend the practice for the open and transparent tone illustrated throughout the statement, not least surrounding acknowledgements of change taking place where change was necessary.
"The practice is moving forward with a new model of operating which I am pleased to see, and should reassure many of my constituents.
"Amongst many responses to points I had raised, the statement includes a key engagement with an issue I took to the practice as of paramount concern:
'We acknowledged that there were many areas where we hoped to improve; and your suggestion of better communication with the general public would be a key area of bridging the gap in order to build confidence was welcome.'
"Further, and specific to an issue I raised, the practice state:
'You raised the point about our culture, and I explained that we now have a positive and inclusive culture based upon mutual respect where co-operation and the sharing of workload, empathy, and no-blame ethos is commonplace… We respect that mistakes are made, but taking ownership of the mistake and learning and improving has taken time to embed.'"
Mr Reynolds added: "This response from the practice is hugely welcome and speaks for itself in its comprehensive analysis of issues of concern to local people.
"I will leave others to take from the various comments and observations, what they wish. I am totally reassured that in moving forward, the concerns raised not least during the early months of this year, have been taken on board and action has been taken to incorporate them in work going forward.
"I acknowledge that many of the challenges facing the Macduff Medical Practice are not unique; in fact the vast majority of medical practices in Scotland, as well as the rest of the UK, face very similar challenges.
"The practice is not however, hiding from the challenges, rather they are taking them on head first in order to provide specific, measurable, achievable and realistic solutions within their available resources.
"On a personal note, I would like to thank the practice manager, Keith Anderson, and the staff who have been entirely cooperative in aiming to address issues that were of concern.
"Their approach remains professional and committed to the area and the people they serve. The staff team and management have endured enormous challenges and whatever our individual experiences have been, I hope we can move forward in a positive and constructive manner, recognising that everyone is entitled to respect and understanding."
