Continuity: 30% of patients name a clinician

Given the choice, how many patients requesting help from their GP would like a named clinician?  The question matters because despite the well known clinical quality and patient satisfaction benefits, continuity is under threat. The patient complaint is, “I can never see my own GP.”  In many practices, patients may be offered a same day […]

BMA News: Phone triage means less time wasted

Prize Comment featured in BMA News 23/5/15, I quote in full: “I agree with Syed Husain and Milan Dagli who wrote about unnecessary GP appointments, whether doctor- or patient-initiated. (“Making workload worse?” and “Time for patients to stop taking the NHS for granted” 25 April 2015, page 7). I work in a surgery where we […]

The Dover Chart Collection

Play the top 50 charts as fast as you like – there’s a picture surprise at the end.   This is an embedded Microsoft Office presentation, powered by Office Online.

Protected: Mark McNeil describes online access in practice

There is no excerpt because this is a protected post.

Dr Phil Dommett on learning from each other’s calls

How do you improve your telephone consulting skills in the practice? “We have always recorded phone calls and have involved partners in direct staff training and review, listening to each others’ calls. It was threatening at first and not comfortable, but it works… if we all know the right things to say. One thing we taught them right […]

22% of our interventions have failed

I became acutely aware of the interest in failure last summer in a post lunch workshop at the SAPC conference (Society for Academic Primary Care).  I was droning on about two practices we were working with, in the same building, same size, same demographic.  One was flying, the other failing.  Suddenly everyone woke up and […]

askmyGP – no need to hang on the phone.

See how the askmyGP service works in a practice example: Below: how the patient answers questions and the GP receives the detailed history. More at  

Bourne Galletly, a practice transformed

“People were frustrated that they couldn’t see a clinician when they wanted to.” “By about 10am we were having to turn people away.” “We were taking a lot of abuse on reception.  They saw us as a barrier.” “We’ve seen growth in our business as word has got around town.” “Now patients are speaking to their usual […]

The M6 Three video – GPs share their experiences

Three practices which happen to be near the M6 in the West Midlands have launched with GP Access over the last 18 months.  They talk about the difference it has made.  

Newtown Birmingham launch week

Newtown in inner city Birmingham took the decision to launch in September, and on 27 October it all happened.  This is the complete record of their online feedback from that week.   I’m feeling… The reason is… Joy The only way it could have gone smoother – is for new telephone system to have been […]