Telephone consulting tips for GPs

Some of our GPs have shared their hints for safe, effective and efficient telephone consultations: A responsive service is a safe service.  Initial telephone assessment by an experienced clinician is well proven over decades through OOH services and in pioneer practices in core hours since 2000. Patients who need or who want to be seen […]

New measure: patientcentricity in primary care

Going forwards we need to integrate with the overarching direction of travel in the healthcare ecosystem, beyond merely how soon can you contact a doctor and do you have a choice of doctor. For years doctors have been trained just to do doctor things, but in the modernisated NHS they have a new obligation to […]

Is the PM’s Challenge Fund a lifeline for GPs?

The Prime Minister has put up £50m for innovative schemes to improve access in general practice for half a million people.  The logic goes like this: It’s hard to get an appointment with your GP. More opening hours would make it easier. Let’s provide 12 hours 8-8, 7 days a week. We’ll have to pay […]

Michael Porter, you tell them

Professor Michael Porter of Harvard Business School is coming to Britain to talk to political and NHS leaders. The label “American business guru” tends to provoke a tissue rejection from the NHS, but let’s listen for a minute to what he’s saying, (Dave West in HSJ)  He is not advocating “the wrong kind of competition” […]

Our vision for 2024: more stories like this.

Our vision for 2024 is to transform access to medical care.  It’s the same as it was in 2013, 2012 and 2011.  W Edwards Deming called it constancy of purpose.  We’ll be working constantly to improve what we do, and we have some very exciting developments in the pipeline.  Have you tried the new Navigator […]

Phoenix Surgery, Swindon, rises irrepressibly

Launching their new system on 9th December 2013 in the full heat of winter pressures, Phoenix has rarely been out of the news since then.  On Sky News here, they are back to earth here in the Swindon Link. “Sam”, one of their patients, writes in NHS Choices: I firstly have a bad case of […]

Why change doesn’t start

Much has been written on why change fails, and I’m not going to add to the literature. But why doesn’t change start? Click fullscreen and play to see what happens next. This is an embedded Microsoft Office presentation, powered by Office Online.

Variation, the dead giveaway of poor performance

One of the difficulties in trying to compare different bodies doing the same thing is that we don’t know what good is.  What is a good standard of timekeeping for trains?  The answer is rather different in Switzerland from Britain.  Theirs aren’t faster, just much closer to the stated time, which happens to be what […]

Machiavelli on innovation. He gets it.

“And it ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things, because the innovator has for enemies all those who have done well under the old […]

Putting Targets First

Sorry, NHS England, I know your 2013-14 business plan is called “Putting Patients First” but there seems to be a misunderstanding.  We’ve just learned from HSJ that Jeremy Hunt has called the 10 chief execs of hospitals who have the highest percentage of patients failing the 95% target to leave A&E within 4 hours. What’s […]