Case Study: An Inner-city Practice Reducing DNAs and Reattendance with a Systems-based View

Case Study: An Inner-city Practice Reducing DNAs and Reattendance with a Systems-based View

Virginia Patania, 
Transformation Partner, Jubilee Street Practice
Primary Care Leader of the Year 2019

What was our problem?

We wanted to promote a systems-based view of general practice to move away from a place of low staff moral, increased workload and uncertainty, to a place where staff can experience joy at work and patients can enjoy a better experience of care.

Using data to affect change

We use quality improvement methodology that is predicted on real-time measurements to evaluate tests of change in time. Our data informs the selection of projects, the success of our tests of change and any reduction of variation at scale.
Most practices are used to using data to provide assurance but are far less familiar with the use of measurement for the purpose of improvement. The areas where we are seeing the most impact from using Apex are around capacity/demand, reduction in missed attendances, referral activity, frequent attenders and diagnostics. 

Results speak for themselves

Since using data from Apex to drive service improvement we have seen 4% reduction in DNAs equating to £224,000 in GP time and GP demand reduce by 15% despite 5.2% increase in list size.


To find this data, navigate to Productivity & Demand to view the DNA and Reattendance Reports. 

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