Agenda item

An opportunity for Members to raise their concerns with representatives from Modality.

Considered –

A report and appendices updating Members on their concerns over Modality-run GP practices, starting at page 11 of the papers.

Introductions were made and Councillors were informed that ICB colleagues were unable to attend the meeting due to the pre-election period guidance that they had received.

Representatives from Modality outlined the information in the report in depth, adding the following points:

-           Patients can complete an online form; call the practice and provide the information so that a member of staff can complete the form on their behalf; or attend the practice in person and either complete the form themselves or ask for assistance from the staff.

-           The new system was introduced to make the appointment request process fairer, especially for those with accessibility needs. Most GP practices stop taking appointment requests too early, but the new system allows Modality practices to keep taking requests until after 4.00pm. As the requests are now assessed by a GP, appointments are no longer distributed on a first-come, first-served basis.

-           Statistics for Fischer Medical were used as an example – the practice receives over 1000 requests every week and 87% of these are dealt with on the same day or within two days. Statistics to provide the national context were also provided – for example, only 2.5% of GP practices across the nation are classified as ‘Outstanding’ by the CQC, and Modality have been awarded this status again.

-           Routine appointments are ordinarily provided within two weeks of contacting the practice. Urgent concerns are addressed more quickly.

-           Modality have introduced a repeat prescription ordering service on the phone which has further reduced call wait times.

-           Some patients were supportive of the new system from the outset, but others did not welcome the change. Generally, the majority of patients are now used to the new way of working, with 80% of appointment requests being made online. Consultations still take place and Modality aim to continue to make improvements – for example, Modality aim to reduce call wait times to under 10 minutes.

The following points were raised in the discussion:

-           Councillor Nick Brown declared that he is a Governor on the Harrogate and District NHS Foundation Trust as a stakeholder for North Yorkshire Council. He also declared that he has previously sat as a Trustee on Touchstone.

-           Members highlighted that documents should be in simple English where possible so that they are more accessible. Modality representatives informed Members that they are aware of this issue and endeavour to make documents and websites as accessible as possible.

-           The new Modality system allows patients to choose whether they would like to wait for an appointment with a GP that they know, or have an appointment as early as possible. Modality endeavour to work to these requests.

-           It was reported that retention of non-clinical staff is better since the introduction of the new system because front-line staff are no longer responsible for deciding when appointments should be.

-           Modality suggested that a Member of the ACC join their patient participation group to suggest new ideas and assist with communicating information to residents.

-           Modality also asked that North Yorkshire Council understand the consequences on GPs when reducing spending on its health services. They also highlighted that granting additional housing can put pressure on public services.

Resolved –

a)         That the report and presentation is noted.