N81082 City Walls 2013 week 13 Harry Longman Harry.longman@patient-access.org.uk 01509 816293 07939 148618

Demand is stable at about 1200 pw, or 7% of list Demand is stable at about 1200 pw, or 7% of list. If coding is correct, the ration of f2f at 62% is high – but possibly some phone consults not recorded?

Average days wait to see GP appears to have risen in recent weeks Average days wait to see GP appears to have risen in recent weeks. Are patients being put off to later dates?

Not sure, as proportion seen same day has risen to 80%

Demand still very heavily weighted around 8am Demand still very heavily weighted around 8am. Could this be because some patients are asked to call back the next day, and do so first thing?

8am rush still happening every day, very pronounced on Mondays 8am rush still happening every day, very pronounced on Mondays. This is surprising, and suggests rework or perceived shortage.

Continuity holding up well on f2f Continuity holding up well on f2f. May be worth a look on phones: we think this can help bring demand down.

Summary findings Overall demand level at 7% is not bad, if coding is correct, but ratio of f2f at 62% is high and may suggest lack of confidence in telecons? Or under recording of telephone as a separate consultation. Demand is very heavy at 8am every day. Suggests patients lack confidence in speed and availability of GP contacts. Possibly also because of rework, patients told to call back the next day. Tackle head on with all resources first thing, get response times down and confidence up As demand spreads, it’s easier to stay on top Continuity is good, worth working on this for long term demand management as well as good practice.

Which is the best pancake? Hot, fresh and crispy Cold and soggy