“Highly supportive” programme improves efficiency for GP practices
By Emilia Betteridge, The Hub Plus, Derbyshire
An improvement programme has helped GP practices across Derby and Derbyshire become more efficient, improve patient access, and support staff in managing demand.
NHS Derby and Derbyshire last year invited The Hub Plus Derbyshire to deliver a local model of the General Practice Improvement Programme (GPIP) – which ran alongside the national initiative to support GP practices in improving patient access.
For the local GPIP, Derby and Derbyshire Local Medical Committee was also invited to work on the programme as a project partner.
The following Derbyshire practices were paired with a facilitator for tailored support throughout the programme:
- Peak and Dales Medical, Bakewell and Tideswell
- The Park Surgery, Heanor
- Welbeck Road Health Centre, Bolsover
- Baslow Health Centre
- Aitune Medical Practice, Long Eaton
- Eyam Surgery
The aim of the programme was to help practices benchmark against the modernising general practice framework and determine quality improvement priorities and plans within a facilitative and coaching approach.
The modernising general practice agenda aims to make it easier for patients to contact their practice by phone or online and supports practices to rapidly assess the nature and urgency of requests by involving the whole practice team in optimising capacity and signposting to the most appropriate care.
The GPIP initiative delivered significant results across participating practices, including:
- Streamlining GP clinics to improve patient access
- Easier access to patient information and advice with improved websites and resources
- Streamlining patient services with increased patients registering for online services
- Better telephone systems and care navigation with advanced phone systems and scripts to help manage patient demand and capacity
- Improved care navigation and patient triage system resulting in better patient flow
- Strengthened team collaboration and freeing valuable time for clinicians, allowing more focused patient care
Key Improvements
On-the-day appointments
Practices resolved scheduling issues, reducing unused appointments, and improved appointment availability.
Quick wins
Training sessions focused on improving the use of patient-facing online services and streamlining GP record reviews.
Enhanced accessibility
Practices achieved compliance with accessible website standards, ensuring higher than required direct booking capabilities, and made significant strides in care navigation systems.
Patient-centric outcomes
The introduction of consistent processes for managing on-day appointment requests.
Positive staff experiences
Staff surveys reflect positive feedback on new systems, including the reduction of pressure during peak periods like the “8am rush.” Continuous training and resource allocation ensure that emerging demands are met effectively.
The General Practice Improvement Programme has shifted practices toward a more proactive and data-driven operational model. Practices now capture and analyse activity data to predict busy periods and allocate resources effectively. Better care navigation ensures that patients are directed to the right professionals, optimising resources and reducing delays.
Feedback from participants has highlighted the programme’s collaborative nature, data-driven approach, and supportive sessions.
- “It felt collaborative and not ‘done to’.”
- “The sessions were eye-opening and highly supportive.”
- “The programme has helped massively around reception care navigation, which has in turn improved relationships within the practice”
- “The programme has provided a lot of reassurance – the support has been great’”
- “Nice to have informationand data to prove and back up decisions we make”
During the programme, The Hub Plus Derbyshire facilitated peer support calls among the practice managers, practices took the time to share their learning, challenges, and ongoing improvements, reinforcing a shared commitment to enhancing practice operations and patient care.
A heartfelt thanks is extended to all project partners, practices, and facilitators for their dedication to the programme.
Any practice or Primary Care Network that has undertaken either the local or national GPIP programme that would like to share their innovative projects can upload case studies by enrolling on our new QI portal on our LMS site.
For any help or assistance for your General Practice teams, please contact The Hub Plus
ddlmc.thehubplus@nhs.net or call 07883 328933.