Health bosses say under-fire Walsall GP surgeries have plans to improve

The Black Country and West Birmingham Clinical Commissioning Group (CCG) was urged to investigate following complaints from fed-up residents that they were unable to get through on the phone to book appointments at Harden Health Centre and Blakenall Practice in Walsall, despite multiple attempts.

The Express & Star reported this week how one mother said she made nearly 200 calls to try to book an appointment for her three-year-old son with complex needs.

Another frustrated caller waited on the phone for 90 minutes trying to get through, while a complainant said they couldn't get an appointment for a newborn baby despite being advised they needed to see a doctor.

Stephen Craddock, health boss at Walsall Council, called the level of service "dreadful" and said patients deserved better. He asked the CCG to investigate.

Demand

Modality Partnership, which runs both surgeries, said it had recruited extra staff and was changing its phone system provider.

The CCG said additional demand during the pandemic had resulted in more people waiting on the phone, but said it was aware of plans to improve service at the surgeries.

Sarb Basi, director of primary care, said: “GP practices across the Black Country and West Birmingham have adapted to provide patients with safer methods of accessing services during the pandemic via telephone and online consultations, while continuing to offer face-to-face appointments when clinically appropriate.

“We understand this has been a difficult period for everyone and the additional demand on services has led to frustration for some of our local population, and we would like to thank them for the flexibility and patience they have shown.

"The practice has informed us that they plan to change telephone provider and recruit additional staff, to help ensure people get timely and appropriate care when they need it."