Improving access and consistency at Liscard Group Practice

Liscard Group Practice began working with the RCGP’s Practice Level Support (PLS) programme in October 2025, aiming to improve patient experience, reduce inequalities in access, and better manage demand. Through 15 on-site visits with a dedicated facilitator, the team took a structured approach to understanding how patients accessed care and how decisions were made.

Early in the programme, a simulation exercise revealed inconsistencies in care navigation, with different staff making different decisions for similar patient scenarios. Audit work also showed that some GP appointments could have been better managed through alternative pathways, such as community pharmacy.

Building consistency across the team

Working closely with their facilitator, the practice focused on improving consistency, confidence and shared decision making. A key intervention was a second-stage care navigation simulation tool, enabling staff to explain their reasoning and build a shared understanding of decision making.

This was supported by structured training, clearer referral guidance, particularly for Pharmacy First, and improved patient communication about alternative care pathways. The practice also made better use of enhanced access and digital tools, including the NHS App and online consultations.

A measurable difference

The programme led to clear improvements in both patient experience and operational efficiency. Staff reported greater consistency and confidence, with care navigation now owned collectively by the team.

Audit data showed a reduction in inappropriate GP appointments, with more patients directed to the right service first time. NHS App usage also increased from 2,045 to 2,652 users, now reaching 66% of the practice population.

Sustaining improvement

These changes are now embedded in everyday practice, supported by ongoing audit, staff training and monthly protected learning time dedicated to quality improvement.

Further information

RCGP press office: 0203 188 7659
press@rcgp.org.uk

Notes to editors

The Royal College of General Practitioners is a network of more than 54,000 family doctors working to improve care for patients. We work to encourage and maintain the highest standards of general medical practice and act as the voice of GPs on education, training, research and clinical standards.