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Written Customer Story

Mayflower Medical Group

Mayflower provide comprehensive NHS primary care services to help you manage your health and well-being. Mayflower Medical Group is now run by Livewell Primary Care Group Ltd., a subsidiary company of Livewell Southwest CIC.

Find out how Mayflower Medical Group were able to increase their CQC rating by two levels and be recognised as having certain areas of Outstanding practice, following the implementation of InPhase to meet the compliance standards for Learn from Patient Safety Events (LFPSE.)

“The team were great and were really responsive. We got it through really quickly and the support’s been fantastic.”


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Case Study

In their CQC inspection in early 2023, Mayflower Medical Group were able to increase their CQC rating by two levels following the implementation of InPhase. The Interim Chief Inspector of Primary Medical Services found the way that Mayflower was using InPhase to further their learning around patient safety as an outstanding area of practice.

“The system was able to link trends and themes to identify similar issues which enabled the practice to make improvements where required. Learning is based on a thorough analysis and investigation of things that go wrong. […] External agencies recognise the practice’s innovative use of technology and are looking to integrate this model across Devon.”

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA, Interim Chief Inspector of Primary Medical Services, CQC

Previously to selecting InPhase, Mayflower were managing all their reporting with an Excel spreadsheet, making learning and improvement a complex and arduous task. The requirement from NHS England that all healthcare providers must have a Learn from Patient Safety Events (LFPSE) compliant incident reporting system in place prompted Mayflower to make the switch to a digital incident reporting and management system.

Using InPhase’s fast, easy and responsive data capture ability combined with built-in, real-time reports that display data clearly and visually, Mayflower were able to break away from the static and laborious Excel spreadsheets to a live system that better supports and facilitates learning and improvement.

From the beginning of the partnership, the InPhase team continue to be invested in the success of InPhase users and are determined to help them achieve their goals. This partnership continues throughout the relationship, with a member of the InPhase team there to support users as they continue to use the platform.

“The team were great and were really responsive. We got it through really quickly and the support’s been fantastic.”

Rachael Penny, Quality and Performance Manager at Mayflower Medical Group

Another reason Mayflower chose InPhase is its integration and triangulation abilities, that allow for full connectivity of data for the best possible analysis and understanding. The integration ability that the various apps within the Oversight Suite have, allows for triangulation of data and this connectivity allowed Mayflower to quickly and easily identify trends, themes and problems that were having an impact on patient safety and rapidly action improvements.

“It’s been great to have it all in one place to be able to put it on our patient facing website for patients to feed directly into the system. To look at the ‘Tell Us Once’ Principle, we haven't got to lose some of the sense of meaning from complaints and feedback through different people feeding it back to the governance.”

Rachael Penny, Quality and Performance Manager at Mayflower Medical Group

As a result of this, Mayflower are able to act on the feedback a lot quicker, with the original meaning intact for full clarity and understanding to improve effectively, reducing further complaints and increasing compliments once the issue is resolved. Furthermore, InPhase remains quick, easy and responsive for external users, reducing frustration for them.

“The next step for us is once we got the rest of our initial modules in we'll be looking at some others just to kind of reduce the number of different information assets we have with everything everywhere, and have it all in one place.”

Rachael Penny, Quality and Performance Manager at Mayflower Medical Group

Increase your CQC rating and keep it high with InPhase - talk to one of our experts today to learn more.

Mayflower Medical Group

Find out why Mayflower Medical Group chose to move to InPhase Oversight for better primary care quality management, patient safety reporting and learning.

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