Pulborough Medical Group
Coastal West Sussex CCG
Pullborough Medical Group undertook a significant piece of engagement with a GP undertaking in-depth telephone interviews (five hours in total) with over 60 patients/families.
This allowed a different level of probing of the issues and helped confirm that the further educational initiatives planned with receptionists to consolidate practice is in line with the engagement feedback.
This planning by the practice team crucially informed by engagement is exactly what the PACE Setter Award encourages and is laudable.
Accessing services – improving the online information aimed specifically at their young people as raised by the engagement activity. Their start point was to prepare a video to inform younger patients about the practice (see “introductory video” below) with a view to a sister website containing information specific to young people. PMG commented “ that it was enlightening to see the building from a young person point of view.”
Dr Nikki Tooley more recently describes now having her ‘Pace Setter lenses’ which have resulted in more innovation and collaboration as a practice team to enhance and improve services for CYP.
P – Listening to families; 1:1 interviews; staff engagement
A – Online video about PMG practice for younger patients; dedicated website section for young people: big red button installed;
C – Safeguarding; fever pathway embedded in clinical practice
E – Non-clinical (receptionists) education event around assessment and triage using RAG status; change in culture/team building at the practice (whole team) for management of young people.
PENNA Award Finalist – “Staff Engagement / Improving Staff experience” Category 2016
PENNA Award Runner Up in “Patient Insight for Improvement Family & Friends Test” Category 2016.