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A GP’s diary of quality improvement - video diary series

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July 25. 2017
Yesret Bi

Farzana Hussain, a GP who participated in the General Practice Improvement Leaders programme, shares her quality improvement journey. In July’s diary, the first in a series, Farzana discusses why she turned to quality improvement and how it has:

  • encouraged leadership across her practice team, resulting in a healthcare assistant being given the support to undertake consultations for patients with high blood pressure
  • freed up 10% of the practice’s GP consultation time by signposting hay fever sufferers to local pharmacists who can also treat them.

View at https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-july-2017/

 

August 23. 2017
Yesret Bi

In Farzana’s August diary she discusses how she’s used her quality improvement knowledge and skills:

  • in her role as a board director at her local GP federation to encourage conversations with different partners around accountable care systems, so all work together with a shared purpose of improving the patient’s journey
  • to tackle the number of DNAs the practice’s travel vaccine service was experiencing. Two hours of a nurse’s 20 hour week was being lost through 12 DNAs per week, after a process mapping exercise with the whole practice team DNAs have now reduced to one per week and in some weeks zero.

View at https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-august-2017/ 

 

September 25. 2017
Yesret Bi

September’s diary Farzana talks about how the General Practice Improvement Leaders programme has helped her with:

  • working collaboratively and at greater scale across the CCG to spread her practice’s learning
  • helping Dogsthorpe Surgery in Peterborough increase their patient access to GP appointments
  • increase online bookings in her own practice.

View at https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-september-2017/

 

October 23. 2017
Yesret Bi

October see’s Farzana and her team continuing to focus on increasing the number of appointments patients book online (she first discussed this in September’s diary).  She talks through how she used the Plan, Do, Study, Act (PDSA) cycle from the General Practice Improvement Leaders programme and how the new service has enabled:

  • patients to book appointments 24 hours a day
  • increase awareness amongst patients of other information they can access online such as their blood test results, hospital letters etc., as well as ordering repeat prescriptions
  • reduction in the volume of phone traffic coming in to reception.

Link to film is https://www.england.nhs.uk/publication/general-practice-development-programme-a-gps-diary-of-quality-improvement/

November 23. 2017
Yesret Bi

As Farzana’s practice prepares itself for a busy winter, it is working on its flu campaign to ensure those adults and patients at risk of flu and its complications have the flu vaccination.

Using learning from the General Practice Improvement Leaders programme, which is part of the support available through the General Practice Forward View, the practice worked through the Plan, Do, Study, Act (PDSA) cycle to help achieve its target of delivering 480 vaccinations by the end of December.

With 180 flu vaccinations already given within the first four weeks of the campaign, the practice is already more than a third of the way to meeting its target.

Link to film is https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-november-2017/  

January 03. 2018
Yesret Bi

In December’s video diary Farzana talks about an opportunity she has to hold a session on quality improvement at the monthly CCG meeting.  With her surgery part of a cluster that is considering becoming a Primary Care Home pilot, she talks about using the Change Model to develop a ‘shared purpose’ that will enable the cluster to decide whether or not to opt-in to the Primary Care Home pilot.

Farzana learnt about the model when participating in the General Practice Improvement Leaders programme, which is part of the support available through the General Practice Forward View.

Link to the film – https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-december-2017/

January 29. 2018
Yesret Bi

January 2018 starts with Farzana and her team looking at Motivational Value Systems, which are part of TotalSDI, a relationship awareness approach which helps build more effective relationships through better understanding the underlying motivations of self and others. It is included within the Human Dimensions of Change module in the General Practice Improvement Leaders programme, a programme that is part of the support available through the General Practice Forward View.

Following her quality improvement session at last month’s CCG meeting, Farzana also gives an update on how the session went and how practices in her cluster feel about collaboration.

Link to film - https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-january-2018/

March 07. 2018
Yesret Bi

As The Project Surgery heads into the last quarter of the year, Farzana's February diary focuses on how she has used learning from the General Practice Improvement Leaders programme, a programme that is part of the support available through the General Practice Forward View, to improve care for the practice’s house-bound patients.

Link to the film - https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-february-2018/  

April 12. 2018
Yesret Bi

Following an increase in the number of new patients being registered at The Project Surgery, the team used the Plan, Do, Study, Act cycle from the General Practice Improvement Leaders programme, to test new ways of registering patients more efficiently. The programme is part of the support available through the General Practice Forward View.

The changes released five hours of the admin team’s time a week, which they are now using to help GPs provide a new service, where face to face consultations are offered to patients who have had a new cancer diagnosis within the last six months.

Link to the film - https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-march-2018/

June 04. 2018
Yesret Bi

The team at The Project Surgery felt that one of the reasons why the phones were busy and patients struggling to get through was because of a low uptake of patients booking appointments online.

Farzana talks about how measurement and the use of objective data demonstrated there was an issue and what the team planned to do to address this.  By undertaking further measurement the team would then know whether the improvements they made were making a difference.

Farzana learned about measurement for improvement when she participated in the General Practice Improvement Leaders programme, the programme is part of the support available through the General Practice Forward View.

Link to the film - https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-april-2018/ 

June 04. 2018
Yesret Bi

Looking at ways to improve how they consulted with child patients, particularly around feverish children and common childhood infections, Farzana and her team used the process mapping tool from the General Practice Improvement Leaders programme to review the process that was followed. 

The team identified inconsistencies such as whether antibiotics are prescribed or not and when patients were called in for a face to face exam.  This led to a number of changes in the practice including the team agreeing to use the NICE guidelines and recording explicitly in the patient records if there had been a parental concern.

Link to the film - https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-may-2018/

June 26. 2018
Yesret Bi

In her final video diary, Farzana reflects on the past year and what learning from the General Practice Improvement Leaders programme has done for her and her practice team at The Project Surgery.  With quality improvement now part of the way they work the team has sustained a number of changes that have achieved the following.

  • A year on from releasing an initial 10% of GP consultation time by signposting hay fever sufferers to local pharmacists who can also treat them, the practice now has zero patients contacting the surgery about hay fever.
  • Patients booking online appointments have increased by 50%, freeing up receptionist time to help with chronic disease management recalls.
  • Developed a culture where change is embraced and all staff are encouraged to work together to tackle issues and make improvements.

The General Practice Improvement Leaders programme is part of the support available through the General Practice Forward View.

Link to the film – https://www.england.nhs.uk/publication/a-gps-diary-of-quality-improvement-june-2018/

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