Case Studies

Practice Pharmacists are a great asset to any surgery. They can reduce the workload of overburdened GPs, resolving day-to-day medicine issues and consulting and treating patients directly. This includes providing help to manage long-term conditions, advising those taking multiple medicines and delivering clinical advice about treatments.

With a patient list of over 32000 we needed to review the way in which home visits were managed to make the best use of our GPs, Nurses and Emergency Care Practitioners (ECP) time, ensuring the patient was getting the very best service.

At St Austell Healthcare we wanted to separate routine and urgent care maintaining continuity for those with ongoing problems. For urgent issues patients need to see the most appropriate clinician ensuring we make best use of the whole clinical team including ECPs, minor illness nurses, pharmacists, first contact physiotherapists, mental health practitioners and the on call GPs.
For ongoing/routine problems we encourage the patient to see the same clinician supported by other teams such as the pharmacists and social prescribing. Having changed the appointment system and trained our receptionists to work in a different way.

As the four practice sites were about to merge it was identified that there were concerns over continuity of prescribing and medicines management. There was a need to be able to manage the combining of the clinical systems along with setting up of consistent procedures for safe prescribing. It was also necessary to establish links with the local community pharmacies and ensure they were kept up to date with key changes in procedures. The best way to do this was having a pharmacist in the practice at the point of the merger to be able to manage the transition.

In 2014 there were four GP practices in St Austell, Cornwall.
Following the collapse of one of the largest of those practices the remaining practices came together in 2015 to form St Austell Healthcare an organisation covering approx 31,000 patients.

eConsult provides an online portal where patients can self-check their symptoms, and receive on the spot medical advice 24/7. Helping to relieve pressure on GPs by giving patients access to round-the-clock support and alternative treatment providers.

The St Austell Healthcare practice website very basic and was in need of updating to make it more user friendly to both patients and GPs alike.                                                                                                                                                                                                                   

The Models of Care Portal was created by the South West Academic Health Science Network (SW AHSN) and NHS England (NHSE) South, South West to spread examples of innovation, transformation and good practice across the health and care system.
The portal’s main features are:
  • Resources and case studies to aid learning by showcasing achievements and experiences
  • Collaboration spaces: secure, safe online areas for private discussion, document editing and sharing
  • Digital platforms, including primary care resilience tools: the Workforce Analysis Tool (WAT) and the Health Education England (HEE) Star Tool for interpreting data
  • A directory with easy access links to key organisations
  • An interactive map of healthcare providers across Clinical Commissioning Group (CCG) and Sustainability and Transformation Partnership (STP) areas

The initial idea for a “go-to” online space to highlight the achievements and innovations happening across the South West evolved from conversations with primary care stakeholders. The SW AHSN designed the portal and collaborated with NHSE to expand the impact and deliver benefits to a broader audience. Through the portal, individuals and organisations have the opportunity to demonstrate how they are using new models of care and the alternative ways they are working to promote sustainability and resilience in primary care.

To identify time spent in engagement across a defined time period for a random sample of people with dementia in an acute assessment ward setting.
To understand the culture of engagement over breakfast and to identify any factors that support or undermine people’s ability to engage or be engaged. Using the PDSA cycle and Model for Improvement.

The Online Consultation project was initiated in December 2017. Its purpose, to deliver an integrated digital experience within Primary Care that supports patients to access health and care information, services and support on line.

The NHS Long Term Plan will make sure the NHS is fit for the future.
Find out through the case studies and films about how the NHS is already making significant changes and developing to better meet the needs of patients and their families through every stage of life.