Turning strong performance into continuous improvement at Dronfield Medical Practice

Dronfield Medical Practice was already known for delivering high-quality, patient-centred care. With patient satisfaction at 91% in 2025, well above the national average of 75%, the team had every reason to feel proud of what they had achieved.

By working with the RCGP’s General Practice Improvement Programme (now Practice Level Support), the practice chose not to stand still. Instead, they used data, collaboration and expert facilitation to look more closely at how patients accessed care and how staff workload was managed. What followed was a step change in capacity, clinical safety and team confidence.

Starting from a position of strength

Located in North East Derbyshire, between Sheffield and Chesterfield, the practice cares for around 10,500 patients. A highly engaged Patient Participation Group and strong communication with patients mean feedback is actively sought and acted on.

Because that feedback was so positive, the team initially felt access was working well. The turning point came when the RCGP facilitator encouraged them to explore their data in more depth and to trust the improvement process. This created space for honest reflection and new insight.

The practice joined the programme in July 2024, originally for a series of on-site visits and group learning sessions. As the benefits became clear, they chose to continue, receiving 21 facilitated visits in total through to March 2025.

Turning insight into action

Improvement was not driven by one role or one set of changes. It involved the whole practice team and the Patient Participation Group, supported by a structured RCGP approach that combined detailed analysis with practical, achievable steps.

Together they reviewed how patients moved through the system, from first contact with the practice to triage, recall, nursing appointments and repeat prescribing. Telephone demand and abandoned calls were examined alongside all other routes into the service. Regular monthly reviews meant resources could be adjusted quickly in response to real need.

This evidence-based approach gave the team confidence to move away from assumptions and make decisions based on what the data was showing.

A measurable difference for patients and staff

By the end of the programme, the impact was clear. Weekly appointment numbers increased from 557 to 826, that’s a 32% rise in capacity. Just as importantly, the balance between urgent and routine care improved, allowing patients to be seen in the right way at the right time.

Systems became simpler and safer. Training was planned around a clearer understanding of need. Staff reported higher morale because they felt better equipped to meet patient expectations and deliver the standard of care they were aiming for. One GP described the experience as: “A game changer, I can now deliver medicine in a way I feel proud of.”

The value of supportive challenge

Practice feedback highlights the distinctive role of RCGP facilitation. The structured approach created momentum while maintaining a supportive and collaborative relationship with the team.

“The facilitator has not been afraid to push and ask difficult questions while remaining supportive and encouraging. We now think of her as part of the surgery team.”- (Practice Manager)

This balance of challenge and encouragement helped the practice make changes that had previously felt difficult, and to do so with confidence.

Improvement that continues

The end of the formal programme was not the end of the journey. The practice continues to use the skills, tools and ways of working introduced through RCGP support. Regular data review, flexible workforce planning and a shared commitment to improvement are now part of everyday practice.

Patients are noticing the difference. A recent heartfelt letter of thanks from a patient captured the impact of these changes and the pride the team feels in the service they provide.

This story shows what is possible when a high-performing practice is supported to look at its work in a new way. Through Practice Level Support, the RCGP provides the structure, expertise and encouragement that enable practices to increase capacity safely, strengthen clinical quality and build a lasting culture of continuous improvement, all while keeping patient care at the centre.