Improving staff morale and patient engagement

The RCGP Primary Care Development Team helped an urban practice change its culture to improve staff morale and patient engagement.

RCGP Primary Care DevelopmentThe issue

Located in a deprived part of a large urban area, the practice had a list of 5,400 patients that had previously combined a GP surgery with a walk-in centre. 

When the RCGP engaged with the practice their most recent CQC inspection had rated them as ‘Requires Improvement’. They had recently been moved to a new APMS contract and had become purely a GP surgery-focused practice.

The focus of the RCGP’s support was to complete a diagnostic exercise to explore the practice’s issues, prepare the practice for their next CQC inspection and devise an action plan to encourage motivation among the staff.

The diagnostic report showed that the culture and values of the partners and practice manager had been inherited from the previous contract holders. These values focused on achieving targets instead of being patient-centred.

How we helped

The RCGP advisers worked with the practice to develop an open culture between the practice leadership, practice staff and patients. This showed quick benefits, as reflected in the improved results of the next patient survey conducted by the practice, and the internal culture of the practice.

A detailed plan was left with the practice to implement focusing on areas such as workforce planning and governance, in preparation for their upcoming CQC inspection since the practice had already made great strides in preparing for this.

Outcomes / impact

Feedback from the senior GP noted the positive reinforcement used by our advisers had greatly boosted morale among the practice staff.


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