Maximising Capabilities and Building Resources in General Practice


Maximising Capabilities and Building Resources in General Practice

A medical practice with three surgeries in Hampshire, worked with Develop Consulting to manage patients presenting symptoms such as palpitations in primary, rather than secondary care.

A high percentage of referrals were discharged with nil signification. Despite there being three GPs with specialism in cardiology, there was a lack of equipment and only one of the surgeries had 24 hour monitoring capabilities.


  • Dramatic change in mindset from individual practice to the whole population and patient priority
  • A collaborative attitude provided to access specialist cardiology knowledge
  • Motivated, engaged and empowered staff
  • ⅓ predicted reduction in patients unnecessarily referred to secondary care
  • 10 hours predicted reduction in HCA time using equipment per annum
  • Better patient experience and quicker diagnosis
  • Greater sharing of resources


  • A high number of referrals had been discharged with nil signification


  • To work directly with the three GPs and the Quality manager at Develop Consulting to maximise capabilities
  • To improve the percentage of success rate for when secondary care was appropriate


  • Drew a detailed driver diagram to depict the aims of the process and pathways needed to achieve them
  • Implement new ways of working and reminding staff of the importance of a collective approach to problem-solving
  • Designed a Standardised Operational Procedure for patient advice, equipment use and data recording
  • Create a robust EMIS template and internal referral process
  • Introducing a new virtual payment scheme in line with Covid-19 guidelines for patients using equipment

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