10 High Impact Actions: Develop the team – Manchester

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Published as part of the General Practice Forward View, the 10 High Impact Actions are a collection of ways to improve workload and improve care through working smarter, not harder.  This case study show how a Manchester practice introduced a new minor illness service.


The Minor Illness Service at the Robert Darbishire Practice (RDP) in Manchester has been operating for five years and is run by part-time Senior Practice Nurse, Rachel Shelton, who joined the surgery in 1999. Prior to launching the Minor Illness Service, Rachel dealt with chronic disease management and worked in conjunction with GPs to deal with medical conditions such as heart disease, diabetes and asthma. The new service has significantly eased pressure on GP appointments and has been a rewarding career development for Sister Shelton.