General Practice Resilience Programme – Practice B, Midlands and East

Case study summary

This practice had been hit by a wave of unplanned departures and upheaval. As a result they were spending more on locums and building costs and were therefore struggling to recruit. Supported by a team set up under the Practice Resilience Programme the practice was able to review the way they were working and address the issues being faced.

 

The practice is an urban, large practice. The population is relatively elderly with an above average number of patients in residential care.

This practice had been hit by a wave of unplanned departures and upheaval. As a result they were spending more on locums and building costs and were therefore struggling to recruit. Morale at the practice was low and everyone was effectively fighting problems on a daily basis.

The Supporting Change in General Practice Team (SCGPT), which has been created to help with practice resilience, was contacted. They were able to step in and to help the practice team to identify priorities and to take steps to bring about change.

The practice was able to address a number of internal processes which were adding to their problems rather than resolving them. They were also able to help staff to take ownership of problems and solutions to help them resolve issues they were facing.

As a result, morale at the practice greatly improved, the practice remained viable. One essential step in this was to improve communication within the practice. Individuals were trying to manage problems in isolation rather than sharing the workload and seeking alternative solutions. This helped the practice get back to working on a more effective partnership model.

While all of this was going on, the practice faced a number of new crises over this time, but managed these proactively and effectively without a drop in morale.