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Practice support – successful service change

Working with Aneurin Bevan University Health Board (part of NHS Wales) PCC advisers with expertise in planning for and leading change, communicating with patients, and the wider community delivered a series of workshops for individual practices to help them get to grips with the transformation agenda.

Polly Goodwin

These workshops were attended by representatives from each of the practice teams, and each session was designed in response to conversations with practice staff including GP’s, nursing and other clinical staff, the practice manager and the reception and admin teams.

The workshops covered:

  • Discussing and agreeing a practice vision that would enable them to transform the service provision in a planned and effective way. During this workshop staff had the chance to understand the changing context for primary care in Wales and to explore what this meant for both staff and patients
  • Planning for future changes including for example new practice roles such as paramedics and MSK practitioners and to really think about what does different feel like and look like and how to get there
  • Planning for change and understanding how to manage and implement change
  • Empowering the reception team in each practice to have more effective influencing skills when dealing with patients about as part of the implementation of the practice vision
  • Working with a specialist communications expert to develop a realistic and achievable communications plan that informs and keeps up to date both patients and the wider community about the service transformation happening at the practice.

What staff said:

“Good to involve the whole team in the process, empowered everyone and made them feel valued. It’s been difficult to hear and accept the ‘let it go’ – we’re still in the midst of challenging times – realise it is necessary to move forward however – THANK YOU.”

Thanks for yesterday Karen, it was a great success and just what the practice needs to help us move forward”

“Polly’s facilitation was excellent in identifying areas to improve patient experiences and satisfaction

Great to have someone to help the team facilitate and articulate how they feel, and they want to improve. Only thing that concerns me is ensuring all our wonderful actions plans are followed though – but that’s on us“.

Last Updated on 11 November 2021