Waterloo: demand steady at about 6.6% of list and unchanged since launch. Bring in rate has dropped a little nearer 50% - does it feel easier?

Wait to see a GP, average days, has dropped 60% from 2.2 to 0.8, and speaking to a GP is almost entirely same day.

80% of patients are now seen on the same day, improvement on 68% before. Expect 80-90%.

Frequency distribution of waiting days to see or speak to GP. Not sure why some phones booked ahead – not usually necessary.

Same for f2f. If by patient choice, that’s fine, but avoid pushing ahead.

Best to get all phonecalls dealt

with on same day

Response times: small sample of data, showing wide spread of response times. Median is 55 mins, quite slow. Any patient comments on this?

Inset shows sample is well spread through day, should be valid.

Pattern of demand still shows a tapering down from busier mornings to very little late afternoon. This is probably stable, excellent service.

Contrast the pattern pre-launch. Almost all f2f booked in open surgery before 11am, very little available thereafter, and very few phone consults.

Loadmaster by hour: Monday morning higher, all show tapering pattern, but generally flatter than most practices, easier to manage with rapid response.

Need to match GP availability by day to expected demand, phone and f2f. Mondays in most practices are higher, are some f2f pushed to later?

Continuity not bad at 80% but has dipped in the last month.Need to look at how to enhance this.

Summary findings – bring in rate & continuity

• Service greatly improved since launch, waiting days cut by 60% and now 80% of patients seen same day.

• Response time data sample only, but looks on the slow side.• Pattern of work changed, same patient demand dealt with and 40% less

f2f.• Pattern of demand through the day tapers downwards. This is normal and

speaks of patients used to good access even before the launch.• Use Loadmaster chart to plan rotas and get on top of demand – at 6.6% of

list it is moderate overall.• Bring in rate has dropped a little towards 50%. We expect a range of 30-

50%, this is right direction.• Continuity is important, and has slipped. How easy is it to find out who is

on, and how do reception help? Put it on your home page, notices, leaflets and help patients manage their own continuity…

How will they know when to call?

Dr Presley

is in th

e building on

Monday Tuesday Friday