Until 18 months ago, Ivel Medical Centre (IMC) regularly received complaints and was perceived by many patients as underdelivering its service.
Following a change in senior leadership at the practice, its service delivery has improved significantly. While some challenges remain, patient feedback has been notably more positive in recent months. This improvement is especially notable given the practice’s adoption of a ‘Total Triage’ system in spring 2025.
These systems allow patient requests to be assessed and prioritised based on clinical need and ensure patients are directed to the most appropriate care - whether that's a GP, nurse, physiotherapist or clinical pharmacist. However, the introduction of such systems has created administrative pressures for some practices. Saffron Health Partnership, for example, trialled the ‘Klinik’ system but chose to withdraw shortly after launch due to operational challenges.
