The Background
Five Oaks Family Practice in Manchester faced challenges with managing patient correspondence efficiently, leading to unsustainable workloads for GPs and administrative staff. Patients were experiencing delays of up to a week in receiving responses to their communications.
The Problem
GPs and administrative staff were overwhelmed with the time-consuming task of managing patient correspondence, often resulting in extended working hours, including weekends and holidays.
The Solution
Through the General Practice Improvement Programme, Five Oaks Family Practice implemented a streamlined process to improve response times to patient correspondence and alleviate workload pressures:
- Implemented a system that reduced patient waiting times for responses from one week to 48 hours, significantly enhancing patient satisfaction.
- Enabled GPs to take scheduled annual leave without needing to catch up on correspondence during their time off.
- Developed a refined process where only correspondence requiring clinical input is directed to GPs or pharmacists, ensuring efficient use of their expertise.
- Enhanced staff morale by optimising workflows, leading to a more effective and resilient workforce.
Redesigning and Implementation
The practice undertook several strategic steps to overhaul their patient correspondence management:
- Implemented Docman for all correspondence, managed by administrative staff.
- Introduced a Care Coordinator to oversee non-clinical tasks and facilitate efficient triaging of clinical correspondence.
- Established a ‘buddy’ system among GPs to ensure continuity of care during colleagues’ absence.
- Conducted monthly audits to sustain the effectiveness of the new process.
Conclusion
Stephanie Sneddon, the Care Coordinator, commented, “It’s been great to be able to make a difference to the day-to-day running of general practice and support with the workload and wellbeing of the staff.”
By implementing these changes, Five Oaks Family Practice has achieved significant improvements in patient care delivery and staff satisfaction, setting a benchmark for effective practice management in primary healthcare settings.