U18 friendly GP practice
The PACE SETTER Award is the Quality Mark programme for NHS Primary Care Teams for Children and Young People (CYP) Services. It was invented and trialled by NHS Coastal West Sussex CCG (CWS CCG). It is gaining interest both across Kent, Surrey and Sussex and nationally. The award programme is designed to highlight, acknowledge and celebrate the initiatives that GP practices are putting in place to provide excellent primary care to children, young people, their families and carers. Bright Ideas is going to highlight the award winning innovations, which might inspire other GP practices.
Cranleigh Medical Practice, Guildford, Surrey
Cranleigh Medical Practice, under the lead of Dr Clare Stevens, undertook five key activities in order to successfully achieve our PACE SETTER AWARD: the patient engagement exercise, making the practice more accessible, ensuring excellent safeguarding policies and procedures, promotion of high volume clinical care pathways and the development & use of pathways for common non-acute conditions. The multi-pronged patient engagement exercise which we undertook concluded that the practice was not a particularly child friendly environment, with no distractions for children or information for young people and it was felt by those represented, that young people in a village setting would like to be able to get information and guidance before coming to the practice.
The aims derived from this engagement were to make the building more child-friendly and inviting, to provide resource and distractions for young people and children and to develop information systems for young people which they can easily access before deciding whether the surgery is the right place for them to come and whether they need to come in or just to speak to someone first.
The practice decided to develop a corner of the waiting room to be more appealing to children. Using different coloured walls and seating and introducing the provision of activity packs of colouring materials for occasions when there are long waits and parents have not brought any toys or books with them. We also developed an area for leaflets that are aimed at children and young people including healthy eating and weight leaflets, teenage enuresis and so on. We have worked as a team, with the assistant practice manager, a clinician and young members of our reception team to develop a section of our website dedicated to young people and this was completed in May 2016.
Now that we have a dedicated section of our website for children and young people (http://www.cranleighmedicalpractice.com/page1.aspx?p=13 ) we will continually update it and add to it, as appropriate. Getting help with the design and wording from young members of staff has made this section user-friendly and orientated towards this age group. It has also been a great way of involving our young team and letting them know that their contribution is really valued. The practice now also has a Facebook and Instragram page to use social media to improve access.
Advertising our intentions in the local Cranleigh monthly magazine, and on our website and requesting interested parties fill in a questionnaire about us increased our response rate for the patient engagement and the range of stakeholders who responded.
Our Mystery Shoppers, as part of our patient engagement exercise, gave us valuable feedback; approaching schools and asking children to help us in this way was really useful.
Forming an Annual Forum was easy and we were surprised at how many different people were willing to give up part of their evening to attend and give such useful feedback.
We do feel like we have done a lot of work already but it also feels like the momentum can be continued to focus on something different for children and young people each year and as Jackie Stockill, the Practice Manager noted “most importantly we have found that it is the dialogue with patients that counts!”
This practice won a NHS Coastal West Sussex CCG PACE SETTER Quality Award. The Award is gaining interest both across Kent, Surrey and Sussex and nationally. The programme is being led by Dr Tim Fooks and Christine McDermott who are leads for CYP Commissioning at Coastal West Sussex CCG. The PACE SETTER Award Scheme was instigated from within Primary Care and is approved by Healthwatch, endorsed by RCGP, supported by RCPCH and sponsored by Health Education England and the NHS South East Clinical Networks.
To receive the award GP practices must demonstrate a clear commitment to improving care for children, young people and their families, and they must be able to evidence that they have fully engaged with patients / parents and other carers. It is this feature that underpins the whole Award Scheme. It is an evidence based bottom-up approach to the improvement of health care. You can find out more about it on Coastal West Sussex CCG website.