GP Access in Haringey: Learning from GP practices to help improve services
Key outcomes we wanted to achieve with the project
- Facilitating knowledge exchange to share learnings and approaches which create safe environments for patients in Haringey.
- Encouraging appropriate language and communication to create a welcoming environment for both patients and staff via learning from tools and approaches utilised by other practices in Haringey.
- Scoping out how GP practices in Haringey can diverge substantially from one another based on the different situational challenges that they face.
- Working with GP Practice Managers and staff to co-produce practical solutions to the improvement of patient experience.
- Supporting GP practices in Haringey to provide patients with accessible information regarding staff roles and responsibilities that is inclusive of different needs.
- Facilitating roundtable discussions with several GP practices in Haringey for knowledge exchange and shared learning.
Our research methods
This project is a follow-up to our previous research into themes of GP access and patient experience. This project was not designed to be another widescale study, but to focus on a few cases to encourage thinking across the borough’s GP practices. Hence, we focused on four practices.
We have kept it anonymous as:
- The intent is to understand challenges without naming specific practices at this
stage. - This project was an exploration rather than a performance assessment.
- The project presents issues which practices have faced and are currently
attempting to address.
Interviews and Case Studies
The lead researchers conducted a series of semi-structured interviews and two case studies. We looked at a total of four GP practices.
Key themes
Key themes and insights from the interviews with Practice Managers and case studies of the GP practices
- Disparities in Haringey between the east and west of the borough.
- Improved telephone appointment experience.
- Staff wellbeing and development.
- Challenges in reaching seldom-heard communities and engaging patients.
- Misinformation and rumours about the practice.
I try and call, then when you try and call you find you’re twentieth in the queue. I think the last time I called I was literally number one, and I must have waited about ten minutes?! Imagine, you’re one in the queue and you’re waiting for ten minutes?! That’s not really good is it?
Key recommendations
- Strategic collaborations across the borough to improve patient
experience. - Sharing best practice across the borough.
- Disseminating good news stories.
- Showcasing improvements.
- Harnessing reflective practice for reception staff and clinicians.
- Improving communication with patients, including patients whose first language is not English.
- Ensuring clear information for patients regarding roles and responsibilities held by staff at GP practices in Haringey.
Downloads
GP Access in Haringey: Learning from GP practices to help improve services, November 2024
