F86012 Rydal

2013 week 14

Harry Longman Harry.longman@patient-access.org.uk

01509 816293 07939 148618

Weekly demand and face to face ratio – two 4 day weeks, lower demand

But daily demand pattern within expected range

Faster response now looking more consistent. Face to face probably will fall further to around 1 day. Telephone excellent, almost none held over.

Proportion choosing to be seen same day approaching 90%

Average response now well below half what it was. Impressive.

Pattern of demand through the day is spreading out, still expect to remain high at 8am but service is now all day. Next chart shows differences by day.

New chart: can start to use Loadmaster to estimate number of GPs required by day and hour for call backs (nb holidays affect current view).

Set at 12/hour – change this as you wish.

Summary points• New system is having a dramatic effect• Very few phonecalls carried over to next day• Consistency now over two weeks.• Response times down and 90% choosing to be seen same day• Average response time well under half previous, 40 minutes

now.• Fine tune capacity of GPs for callbacks and interleave

increasing f2f numbers to match predicted demand through the day, bearing in mind different days of the week.