High Quality
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A Journey of Excellence in GeneralPractice
Paresh Dawda
South Street Surgery, Bishop’s Stortford
Abstract
•
In 2006 South Street Surgery, a large 20000 patient training practice, embarked upon a journey of excellenceand the practice was one of the first in the country to be awarded the European Foundation of Quality
Management’s (EFQM) Committed to Excellence Award.•The aim was to become a “transformational organisation” in which quality improvement is part of everyone’s
job and for improvement to happen in a structured measured manner so that it was sustainable.
Background
•An organisational audit using a multifaceted approach with the EFQM’s Excellence Model as a framework
was conducted. Existing metrics e.g. patient surveys, data from QOF, complaints and financial performancewere analysed. A staff survey was conducted and the partners and management team completed a self assessment tool. An external facilitator undertook one to one interviews with partners, managers and smallgroup interviews with staff.
•
Feedback workshops with the partners were held and an organisational development plan was developedand implemented. This was communicated to all staff using a variety of methods. As improvement projectshave taken place using quality improvement tools such as lean or six sigma members of staff have beenincreasingly involved in improvement events.
Method
•
We have become a more patient centred and process based organisation. The project is ongoing but anumber of benefits have already been identified including improvement to patient telephone access, areduction in patient complaints, an improvement in follow up staff questionnaires, and the establishment of a patient forum to engage patients more.
Results
2
South Street Surgery
A large General Practice with a registered list size of 20,000 patients. It operates over split sites and is amultidisciplinary teaching practice.Ten partners including one nurse partner,approximately 50 employed staff in addition to anattached Primary Health Care Team. It provides anumber of essential, additional and enhanced servicesunder the nGMScontract framework.
The practice’s mission is to be ‘
Delivering Excellence in
Healthcare’
and
it's vision is
‘To be recognised as anexcellent healthcare organisation’
.
3
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