Focus on response time: this is OK, median 48 minutes, but could be much faster, increasing satisfaction and sense of control. All stacked on LH side.

Deman coming in, average pattern is high from 8am but well spread, good service all day.

Compare START times for consultations Compare START times for consultations. Phone starts high, but soon caught up by f2f from 8.30. Are these different GPs seeing patients, or could a delay to f2f allow more time to respond to early phone demand?

Loadmaster shows good spread of demand every day of the week Loadmaster shows good spread of demand every day of the week. Should be simple to ensure enough GPs phoning at all times.

Chart of average response time by week: this will change as you improve. So far, stable around 75 mins since launch.

Fine tuning response time Overall the service looks to be going very well, transformed since launch. Fine tuning is to make it much better – the focus now needs to be on response time. The pattern is not bad, but median time of 48 mins can be halved. Already your demand is spreading well, so capitalise on this by getting enough GP capacity to stay on top from 8am. Chart of start times may hold a clue. Are you beginning f2f’s a little early, while GPs still have a list to phone? Or are these different GPs who are f2f only?