THE boss of Integral Medical Holdings, the firm accused of presiding over a phone line fiasco that has affected 54,000 Swindon patients, says it could take six weeks for problems to be fixed.

IMH introduced the new central bookings service for five GP surgeries in the town in September last year. Since then, patients have complained of difficulties booking appointments, with some saying they have been forced to visit A&E instead.

Dr Martyn Diaper, who took over as a IMH chief in the same month the new phone lines were introduced, said he was working as a GP in the surgeries and in the call centre to get a better idea of the problem and get the issues fixed. Extra call handlers were being recruited and locum GPs hired.

A number of appointments would be held back for each doctor and not booked in advance of the day, ensuring there would be enough space for more patients to see their GP on the day of their call.

“I think we’re looking at about six weeks to get this whole system running properly,” Dr Diaper told BBC Wiltshire this morning. He took to the airwaves to apologise to patients: “I’m pinning my colours to the mast to make it better for people.”

Asked by reporters as he left the BBC studio whether six weeks was a realistic target, Dr Diaper said from his personlised numberplate Mercedes: “That’s a genuinely held and honest belief. I’m here to fix it.”

Labour’s prospective parliamentary candidate for South Swindon Sarah Church branded the issues with IMH a “absolute fiasco”. People were still experiencing problems with the booking lines, she told the BBC.

Justin Tomlinson, MP for North Swindon, said: “I have been pushing for urgent improvements on a daily basis. They are required immediately, not in six weeks. 

“We have welcomed previous announcements to increase the number of call handlers, but I have told IMH repeatedly that they need to be in place now to start to deliver significant and immediate improvements.  

“As ever, working with Healthwatch, the NHS Clinical Commissioning Group and the Care Quality Commission we will maintain the constructive focus to make sure this unacceptable situation is resolved.”