GP Enterprise Awards 2013: Improving Quality and Productivity

WINNER: Robin Lane Medical Centre, Leeds

Addressing demand: Dr Linda Belderson and managing partner Methven Forbes
Addressing demand: Dr Linda Belderson and managing partner Methven Forbes

This practice launched an urgent care walk-in service for their registered patients, reducing the overall demand for appointments by 26%.

The Robin Lane Medical Centre, in Pudsey, Leeds, runs the clinic from 8am to noon, as part of its strategy to move away from an appointment-based approach to the demand for urgent and unplanned care.

Patients are asked to complete a consultation prep form, which asks them about their problem, the symptoms they have experienced, what they think could be the cause, and what would they like to achieve from the consultation.

This helps patients to organise their thoughts and makes for a more efficient and effective interaction.

Managing partner Methven Forbes said the system removed patients' anxieties about obtaining an appointment: 'The patient simply turns up and is seen in 10-25 minutes.'

The clinic, launched last year, is staffed by two GPs who see patients on a common list as they arrive.

As well as reducing the overall demand for appointments at the practice by 26%, the clinic has led to an overall reduction in A&E attendance by 10%, based on CCG figures.

Patient satisfaction has also risen, with complaints now averaging less than one per month, and one per quarter regarding appointments.

Mr Forbes said the lack of funding to allow transformation in primary care meant improvements in quality and productivity needed to be provider-led. 'This service is self-funded and has freed up resources to be redeployed elsewhere.

'So we are now able to employ our own practice community matron full time to look after the elderly, supported by a healthcare assistant trained in intermediate care.'

How to vote for this practice as the overall winner

Voting is now closed

The winning practice will receive £4,000 and you will be entered into a prize draw for a fantastic iPad mini. The closing date is 2 September 2013.

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