Burmantofts, Harehills and Richmond Hill Front of House Training Session Blog
Introduction
On the 20th of June 2023 I hosted a front of house-training session at the Shine for the Burmantofts, Harehills and Richmond Hill (BHR) Primary Care Network (PCN). The purpose of this session was to provide front of house staff a full overview of the services delivered by Leeds GP Confederation’s Enhanced Access to the BHR PCN, the overall aim was to improve the knowledge of these services and try to improve on the utilisation.
After lunch and networking, the afternoon kicked off with a full overview of Leeds GP Confederation, our purpose and why we support PCN’s. We talked about the services offered, where they can be located and how to use these services appropriately giving patients more choice and availability.
Our Service Speakers
In October 2022 we introduced three new services within BHR, Healthy Minds, Sano Physiotherapy and the Meds Management pharmacy team. Since introducing the uptake has been quite slow so we were lucky enough to have speakers from all these services come along and each provide a 15–20-minute detailed synopsis on how to benefit from using the appointments being offered.
Emmalou Sanders, one of the operational team from Sano Physiotherapy used some positive data breaking down how the Musculoskeletal (MSK) team deal with anyone referred into their services. This highlighted that less than 1% of patients need to go back to practice for further input evidencing the benefit of wherever possible booking a First Contact physio not only offers the user a faster solution, it also reduces workload for staff in core hours.
Kash from the Medicines Management team detailed some useful ways of identifying when a medication review is due and talked through some case studies where the team has positively used initiative to reduce risk for users. Kash also shed some light on what the team can do and how by referring treatment advice notes can heavily reduce pressures for practices.
Amanda Brook who runs the Healthy Minds service provided some helpful background on what Healthy Minds aims to do with users and what a positive impact this can have. This information really seemed to help differentiate Healthy Minds from some of the other mental health services available.
SEPSIS Training Session
The afternoon ended on a high with our Clinical Lead for Compliance & Service Development, Shaun Major-Preece, who provided some accredited SEPSIS/Red flag training to everyone in attendance. This session was designed to be interactive and informative, it gave insight into real life scenarios that we could be faced with when acting as the first point of contact for patients.
Feedback
Overall, the entire afternoon was a huge success! It was engaging and valuable to those that attended. Everyone interacted and the room was full of positive energy. As we closed, I had lots of verbal feedback to say how useful people had found the information provided, the feedback survey backed this, it was clear it had been very well received!
“Fun and clear.”
“I really enjoyed how we had different practitioners speaking to us about their service.”
“It was very informative for my new members of staff, and the formatting of the session helped keep people engaged.”
Whilst there is continually room for improvement, for the first session of its kind it really was excellent, and I was overwhelmed with the outcome. It was a massive team effort, and everyone involved with the planning prior and on the day, along with everyone who came to support us played a part in it being such a success.
Jane Kennard , Enhanced Access Service Delivery Manager