Garden City Medical Centre in Bury has won a Transforming Services Award for the changes the practice team have put in place over the past year to improve their standards of service.
The practice was nominated by NHS Bury Clinical Commissioning Group (CCG) for the award at the Greater Manchester General Practice Nursing Awards. The nomination was made for turning the practice around from one that was previously struggling, to a practice that is now delivering some excellent standards.
Some of their key achievements over the past 12 months have included: achieving an overall ‘Good’ rating from the Care Quality Commission (CQC) and improving their patients’ experience in the annual national Patient Survey, moving from 74% having a positive experience of making an appointment in 2016, to 93% in 2017 – one of the best results amongst Bury practices for this question in 2017.
In addition, in the latest 2017 survey results: 94% of patients who responded said they find it easy to get through by phone; 97% said they were able to get an appointment to see or speak to someone the last time they tried; 96% said the last appointment they got was convenient; 96% said the last GP they saw or spoke to was good at listening to them and 96% described their overall experience of the surgery as good.
The changes implemented by the team was led by Charlotte Kelly, Practice Manager. Due to the changes put in place, the practice is managing demand by being both patient and community focused. The practice has taken extra measures to ensure clinical and administrative staff are in the best position when helping and caring for patients, ensuring their experience is a positive one. Examples include: being awarded a Gold award from the LGBT Foundation; introducing a Saturday flu vaccination clinic; became dementia friendly and joining a military veteran, a learning disability and a carers programme.
The Greater Manchester General Practice Nursing Awards were the first of their kind in Greater Manchester. The event, designed by the Greater Manchester Practice Nurse Forum with support from CCGs in Greater Manchester and Greater Manchester Health and Social Care Partnership, celebrate good practice and the achievements of general practice nursing from each CCG area. The conference and award ceremony was held on 15th February 2018 at the Manchester City Etihad stadium.
Charlotte Kelly, Practice Manager at Garden City Medical Centre said:
“We are thrilled to win a Transforming Services Award for Bury. I joined the practice 18 months ago and this award confirms all of the hard work and efforts that the whole team have gone to putting changes in place for the benefit of staff and patients has been worth it, this is an incredible achievement for the practice and patients.
“I attended the conference and award ceremony with my Practice Nurse colleagues Michelle Makin and Barbara South. It was a very interesting and enjoyable day.”
Catherine Jackson, Executive Lead Nurse for NHS Bury CCG added:
“The practice really has transformed over the last 12 months. Garden City is delivering some excellent standards of patient care and experience in Bury.
“They are not only managing demand, but being part of a social solution to health care which is aligned to the self-care model. The entire team at Garden City Medical Centre really should be proud of what they have achieved in such a short space of time and always with such amazing enthusiasm.”
Tina Long, Chief Nurse for Greater Manchester Health and Social Care Partnership, added:
“General practice nurses play a vital role in Greater Manchester’s health service. They are the first point of contact for many patients and undertake 70% of care for those with long term conditions. However, all too often they are the unsung heroes of primary care and we wanted to change that.”
Date: 1st March 2018
Notes to Editor: Photograph L-R: Charlotte Kelly (Practice Manager), Michelle Makin (Practice Nurse) and Barbara South (Practice Nurse).