Cornishway Group Practice What is it like to be a patient?
24
description
Cornishway Group Practice What is it like to be a patient?. The agenda. Your current status Data illustrating current situation The new system and what it means to you Any questions. Staff survey. Patient’s view of service - PowerPoint PPT Presentation
Transcript of Cornishway Group Practice What is it like to be a patient?
The agenda
• Your current status • Data illustrating current situation• The new system and what it means to you• Any questions
Staff survey
• Patient’s view of service– (Doctor) – clinically good, but difficult making appts and
problems with continuity
• Daily work– Telephone triage very busy
• Ideal work– Manageable workload, with no peaks and troughs
throughout the week
Why do patients call? Over 80% for a GP.
Calls by day, Monday much higher – how should this affect capacity planning?
Calls by time of day – much higher 8-9 am
Receptio
n takes
call
GP sees patient10-min
slot
Problem solved
70% “routine”
30% “urgent”
“All gone,call backtomorrow”
3 week waitHigh DNAsRepeat booking
See any GP/locumPoor continuityRepeat booking
Patientpressure
Outcome of requests - 17% told to call back another time, generating rework, others given a phone call
“instead”
Majority of requests are for same day – although strangely many ask for 2 days ahead, any reason
for this?
Only 25% specified a named doctor, similar views from GP, continuity important for just 34% of consults, lower
than many
GP consultations – more on Monday, need to match whole week. Loadmaster will help planning.
No of contacts each day that week:
• Mon - approx 255 (27% of week)• Tues - approx 228 (24% of week)• Wed - approx 184 (20% of week)• Thurs - approx 155 (17% of week)• Fri - approx 110 (12% of week)
No of consultations per day of data week:
• Mon - approx 240• Tues - approx 190• Wed - approx 145• Thurs - approx 140• Fri - approx 82
Already, some 52% of consults are by phone
But under 40% of these resolved over the phone, and most brought in to see another GP, losing
continuity & feedback
Your view is that almost all consults are appropriate – though this often changes!
Key points
• Mixed methods of phone & face to face• Phone may be seen as second best by patients• Resolve rate is on the low side and as a different
GP usually sees the patient, continuity is low as is feedback
• Where continuity is achieved, resolve rate is higher and I suspect satisfaction greater
• Points to potential for system changes
The new system and whatit will mean
Reception takes call
GP phones patient
Problem solved
Come and see GP
Admin question
Come and see nurse
20%
20% 10%
30%
60%
60%
How Patient Access Works
A Practice In The Patient Access Community Looks, Sounds, Feels Different
Dr Chris Barlow
of Quorn, one of
the earliest
pioneers in 2000
Monday morning
8.30, busy day, going
full tilt.
All carefully worked
out.
Average wait time to see a GP drops dramatically
All data from Clarendon, charts by PA Navigator
Evidence from practices in the Patient Access movement
60% of calls don’t typically need an appointment
A rapid and safe system, where patients that need
to be seen are always offered the same day
7% list increase with no extra GP sessions needed
at
Oak Tree Health Centre
We’re now saving
20% of GP working hours and A&E attends are
50% below Liverpool average - Dr Chris
Peterson,
GP at The Elms & Liverpool CCG
Urgent Care Lead
The Relief of Working Efficiently
The Patient Access Launch Programme
1. Your personal training partner
2. Key actions checklist week by week
3. Datalog paperless data capture
4. Unique Navigator analysis suite
5. Private online resources portal
6. Easy to use video tutorials & FAQs
7. Patient communication materials customised for you, video &
leaflet
8. Expert helpline and rapid response throughout the programme
Eight ways we support you in leading change and avoiding the
pitfalls
Any Questions?
