The GP Care Group-run Urgent Treatment Centre (UTC) recently adopted a weeklong best practice scenario to see what improvements could be made to ensure a better care experience for the people who use our service.
‘The Perfect Week’ at the UTC, which took place between 6 to 12 June 2022, was about improving patient flow and patient experience, as well as re-directing patients to the right pathways.
As the UTC is a 24/7 365 days a year service, the team reached out to local volunteers to support more during this period. Answering this call to action were Emily and Mbemba, who were superb in their efforts to ensure patients received support with any queries throughout their visit to the UTC.
The week was a success with the introduction of:
- Daily Team Huddles which boosted team morale
- The introduction of an Early Senior Assessment Nurse
- Direct booking to an in-hours hub from the UTC
- Volunteers in the waiting area to assist patients in the waiting area.
The exercise invoked a “we are in this together” team spirit within the service and there are plans to have more conversations about their challenges and successes.
The UTC will continue to review data captured during the week to observe any trends and will analyse and implement colleague feedback and suggestions.