Service Delivery Posters 3021 – 3022
3021 The Practice: a case study evaluation of a Vanguard pilot site
Background This poster presents an organisational case study of the development of a pilot branch practice to 7 local practices under the Vanguard scheme. The branch surgery was aimed at providing improved services for patients, using an integrated ‘out of hospital’ model of provision, drawing on a range of healthcare professions to deliver patient care in the setting. The focus of the case study was to understand the process of establishing the service from planning to running in some 3 months.
Summary of Work The evaluation used interviews with key informants in the development process (n.6) who were variously involved in setting up, managing and delivering clinical care. The data were analysed using a framework approach to interpretation and theme generation.
Summary of Results The main findings were: although achieved, the pilot time-frame was too short; practices in the locality demonstrated that a collaborative working relationship could be achieved; co-location in a hospital provided the benefit of access to hospital side resources; patients were reported as being very positive about the service; and clinicians reported feeling a degree of isolation and the lack of a sense of a ‘community of practice.’
Conclusions /Take home messages Establishing The Practice at Lymington Hospital provides evidence of an alternative way of providing primary care which addresses some of the current well-recognised difficulties. Whilst the pilot identified a number of lessons to be learned in terms of setting up a new service, it also demonstrated what could be achieved through collaborative working.
3022 Effective practice in telephone calls between patients and GP receptionists
Aims/Objectives Receptionists fulfil an important role in the patient experience of GP practices. But although patient experience is surveyed in the GP Patient Survey, little is known about how some receptionists work more effectively with patients than others. This study analysed the recordings of naturally occurring telephone calls made by patients to three GP practices, in order to identify specific interactional behaviours that contributed to making the call more or less successful. We analysed the recordings using Conversation Analysis, and developed a coding scheme of 31 features of the interaction in order to quantify results in 450 recordings.
Content of Presentation The paper presents three interactional practices which contributed to successful handling of patient enquiries and which, when absent, placed a ‘burden’ on the patient to keep the call going.
Outcomes – The quantitative results correlated with the relevant scores for patient satisfaction of the three GP practices as measured by the GP Patient Survey. The specific interactional practices we have identified may therefore be associated with such (dis)satisfaction.
Relevance/Impact This research identifies the needs and requirements of patients through analysing the core communicative practices they use to seek help, information, support and service. The results provide evidence of inexpensive, but effective changes to receptionist practices that can improve patient satisfaction with their GP practice.
Discussion Implications are considered for communication skills training with GP receptionists.