louise
Name: louise
Job Role GP Specialty Trainee
Federation Area: Lisburn
Category: Communication
Contact Email: louise.sands@hscni.net
Equip Project:Yes
Downloads:test-improving-communciation-between-GP-and-gateway-team.png

Project Title: Test Improving ommunication between GP and gateway team

1. WHAT WAS THE PROBLEM YOU WERE LOOKING AT?

Lots of missed calls from social work team when try to ring back responding to Gateway enquiry. Increased stress for Gp and social work staff and pratice admin staff

2. WHAT WAS YOUR PROJECT AIM? WHY DID YOU CHOOSE THIS PROBLEM?

To reduce the number of calls returned from the GP in response to a Gateway enquiry to the practice by 50% over 6 months. The time wasted for both social work staff and GPs is frustrating and also reduces availability for other patients phoning in

3. WHAT QUALITY IMPROVEMENT METHODS DID YOU USE?

we created a process map and PDSA cycle

4. HOW DID YOU MEASURE THE EFFECTS OF YOUR CHANGE?

we used a run chart and also spoke to the Gateway social work staff and GPs to see whether they had noticed a difference

5. WHAT WENT WELL?

improved understanding of roles and reduced number of phone calls

6. WHAT DIDN’T GO WELL?

there are still times when it is difficult to get in contact with the right GP or social worker at a convenient time. it will be worth considering a protected phone in time where social worker woudl be put straght through to GP

7. WHAT DIDN’T GO WELL OR YOU WOULD DO DIFFERENTLY?

chat with Gps, practice staff and social workers to understand what they think might help in future and then do further PDSA cycle

test-improving-communciation-between-GP-and-gateway-team.png