This week, Ben is joined by Jo Wadey, Practice Business Manager at St Lawrence Surgery and Dr David Stokes, a GP partner at the same surgery and Clinical Director for Central Worthing PCN. They discuss their new triage system which has recently been put into effect at the surgery. They talk through how the new system has been implemented and how it has impacted the surgery, the GPs and the patients. Jo and David share their results and what advice they have for other surgeries thinking of following the same triage system.
Introduction (0:09)
How things were before the new ‘triage’ system (1:14)
What’s the first point of contact for the patients? (3:27)
Is this done in real time? (4:42)
Training of the Patient Services Team (5:10)
The journey of the new triage system.. (6:25)
How was implementing this change? (9:26)
How did you deal with the changes? (14:02)
What results have you seen so far? (16:15)
Impacts on GP workload? (18:52)
ARS staff… (20:38)
Any advice? (21:35)
To contact Jo, please use jowadey@nhs.net
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
This week, we revisit the podcast published back on 26th June 2017, we return to Helen Parker and her fascinating insights into general practice half way round the world. Helen has, for the past four years, worked in New Zealand for the Pinnacle network of GP practices and this is the second part of an interview that we began in Episode 64. In this part Helen goes into more detail about the structured model of general practice they are introducing in New Zealand; how it is being implemented and what it means for patient and staff satisfaction.
Introduction (0.09)
Re-engineering the inside of general practice – the Healthcare Home model (0.45)
Planning a model of best general practice (2.31)
Getting sign-up to the model (4.05)
Strengthening and preserving general practice (5.56)
Central resources from working at scale (6.55)
The new patient information system and the patient portal (7.29)
The call centre (8.26)
Getting involved in the business of the practices (9.58)
The “lean” programme for ensuring high quality general practice (10.46)
Supporting the implementation of the model into general practice (11.41)
Funding the support (13.17)
Financial incentives/disincentives (13.51)
Ensuring the changes happen – leadership (15.03)
The change team (16.12)
The outcomes of introducing the new model on patients and staff (16.55)
The wider impact (18.12)
The clarity of the process – lessons for the UK (19.36)
Further information can be found here.
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
We revisit the podcast published back on 29th September 2019, this was the second conversation between Ben and Paul Deffley, Hove GP and clinical director of Practice Unbound; a not-for-profit organisation devoted to “helping general practice work smarter”. In this episode Paul uses the example of a pathology delegation pilot to look at how practices can effectively work together across networks, how they can better manage change and, working at scale, deliver network solutions to collective problems.
Introduction (0.09)
Paul outlines his background and his positive view of PCNs (0.43)
An example of working together – a pilot for pathology delegation (2.50)
Tests not needing a clinical context (4.56)
Understanding the pathology activity – what’s safe to delegate (6.03)
Clinical variation in pathology requests – and reducing requesting patterns (7.15)
Managing the delegated requests – a non-clinical team approach (8.33)
Group consultations? Testing different ways of managing patients (9.12)
Overcoming the concerns about risk (9.43)
Understanding the fears (10.55)
Grouping routine tests (11.13)
Auditing the administrators (12.50)
The impact on GP workload – 90% of routine bloods are handled by the admin team (13.23)
Working smarter (14.00)
Clinical variation down (14.57)
Is this a legitimate use of PCN time and energy? (15.28)
PCNs looking at individual GP practice (16.44)
Establishing and maintaining trust (18.32)
The impact of networks on shared problems (19.43)
Making the most of development funding (20.43)
An end-to-end flow exercise (22.45)
Positive relationships (23.29)
Further information (24.15)
Practice Unbound’s web address can be found here.
And Paul can be emailed directly at Pauldeffley@nhs.net
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
This week we revisit a previous podcast from 11th November 2019, Rachel Morris has “starred” in two of our most popular podcasts and through her work on GP resilience, she was inspired to set up her own “You Are Not A Frog” podcast. In a recent edition of that podcast, she interviewed our own Ben Gowland to discuss ways in which general practice can effectively introduce change, particularly against a background of resistance.
Introduction (0.09)
Ben explains how his career progressed to setting up Ockham Healthcare (0.44)
How Ockham Healthcare developed its unique offering (1.54)
Working with at-scale general practice – a means to an end (2.39)
The goals for working at scale (3.29)
Making a difference – Time for Care (4.21)
Change is difficult so how do we approach it? (6.53)
Introducing pharmacists – a practical example (7.24)
Resistance to change – a systematic approach (9.07)
The problem is obvious why we need to change? Isn’t it? (11.17)
The system and what you can control (12.15)
Overcoming the emotional response (13.20)
Picking the changes you pursue – small or large (14.26)
Ockham Healthcare’s role in supporting joint working (16.31)
Influencing without hierarchical “power” – a practice’s relationship with the PCN (17.49)
What’s the one big thing a PCN should be doing? (19.35)
Expect resistance – dealing with your “No Nos” (20.54)
Becoming positive about change (22.09)
Contacting Ben (23.20)
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
The You Are Not a Frog podcast is available in a number of places including here.