Improving staff wellbeing

The RCGP Primary Care Development Team assisted a practice in finding ways to manage an overload of work and a GP staff on the verge of burnout.

RCGP Primary Care DevelopmentThe issue

The practice had taken on an additional 3,500 patients in a caretaker capacity when a neighbouring practice closed suddenly. However only about 500 of those patients had relocated to other practices. 

In addition – and most significantly – the practice worked with three care homes with whom they had contracts to provide enhanced care to their residents. One of those care homes was uncooperative, demanding and was placing a high workload on the GPs to assist with terminally ill patients.

This additional workload was having a knock-on effect in areas such as waiting times for the practice’s patients which was well below the national average for patients waiting 15 minutes or less, and also the wellbeing of the GPs themselves.

Views on both sides had become entrenched and the unregulated demand from the care home was putting an intolerable strain on the entire practice team.

How we helped

The RCGP’s expert advisory team facilitated mediation with the care home. They advised on appropriate correspondence with the home and organised a series of meetings which were chaired by the RCGP.

Outcomes / impact

The result was a change from a position of hostility and stress for the practice, to one of mutual understanding and reaching shared protocols devised to streamline processes. This had an effect of a profound easing of workload and less stress for the practice team.

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