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Operational failures in general practice: a consensus-building study on the priorities for improvement.
Carol Sinnott1, Ahmed Alboksmaty1, Jordan M Moxey2
1The Healthcare Improvement Studies (THIS) Institute, Cambridge.
Summary
General practitioners (GPs) and patients agree on key operational failures needing attention in NHS general practice. Prioritizing these issues, like inaccurate medical notes and referral problems, can improve care quality and efficiency.
Area of Science:
- Healthcare Management
- Primary Care Research
- Patient Experience Studies
Background:
- Operational failures significantly impact general practice (GP) work, affecting patient and professional experiences, efficiency, and effectiveness.
- While many operational failures are addressable, prioritizing which ones to improve is challenging.
Purpose of the Study:
- To establish consensus between General Practitioners (GPs) and patients on prioritizing operational failures within NHS general practice to guide improvement efforts.
Main Methods:
- Two modified Delphi exercises were conducted online with NHS GPs and patients across England between February and October 2021.
- GPs and patients participated in two rounds of rating operational failures, with data analyzed using median scores and interquartile ranges to define consensus.
Main Results:
- The GP Delphi exercise identified 14 priority operational failures.
- The patient Delphi exercise identified 13 priority failures, with significant overlap in concerns.
- Top-priority failures included inaccurate patient medical notes, missing test results, and referral process difficulties.
Conclusions:
- This study successfully identified high-priority operational failures in general practice as perceived by both GPs and patients.
- The findings provide a clear focus for improvement initiatives aimed at enhancing operational efficiency and effectiveness in primary care settings.
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