Harry Longman, Patient Access harry.longman@patient-access.org.uk Stockbridge Health Centre Pathfinder What is it like to be a patient? Harry Longman, Patient Access harry.longman@patient-access.org.uk

Reception data capture: Mondays much higher

About 25% of requests for GP are not agreed in some way.

Most requests for GP early in the day Most requests for GP early in the day. Later, a much higher proportion of patients are not given what they ask for.

Largest single demand is for GP appt, but surprisingly wide range of requests into reception, many admin, repeat Rx

Largest proportion of requests are for same day, though an unusual number are for a week or two ahead. Just in case?

GP consultations recorded: much flatter through week, mainly f2f with about 15% phone, 3% visit.

Acuity: 52% acute (low end), 19% exacerbations (high) and 29% chronic routine patients. 57% are new vs follow up, normal

Across all of these, the bring in rate is low, 23% for acute down to just 15% for chronic routine – strong message!

Is continuity important Is continuity important? Yes, in about 56% of consultations, and usually achieved. Important consideration in design.

You consider almost all appts to be appropriate, 5% should be self care. This is typical, doesn’t change with better access.

A variable level of appointments are offered each week, up to 400 face to face (f2f), and about a third that number of phone consults, total about 6.6% of list.

The average days wait to see a GP is about 7, and 4.5 for phone

The spread of days booked ahead is very broad, phone and f2f

About 40% of face to face are booked same day

Time of booking is spread through the day, unusual – most practices show an 8am rush… there’s a reason

Capacity through the week – Monday already has much more than other days, a good match for demand

Telephone consults at average 12 mins appear to take longer than face to face at 10 mins. Unusual.

Continuity within the month at 82% is not too bad – though some achieve over 90%. Means the likelihood of seeing the same doctor each time.

What do patients think of our service? Receptionists’ and Admin view Patients say...they have to wait too long for appointments, especially with preferred doctors. Also would like the appointments to be (available) sooner so they can book at least 8 weeks in advance. Difficulty getting through on the phone Clinical staff view Older patient...would prefer not to see a younger, Junior Doctor, especially when ill. Wish to see their own doctor.

My daily work at present Receptionists’ and Admin view Inability to offer patients appointments. Not enough time to deal with each patient as thoroughly as would like. Busy phones. Patients need to be checked in and phones have to be answered...often not enough time to be able to do other admin tasks. Patients get quite annoyed on the phone when (no) appointments available to offer...rude...frustrated if they do not get what they want. Clinical staff view Everyone is busy...no time to waste. Frustrations never go away (even) with self check-in. Patients don't seem to read notices correctly.

My ideal work Receptionists’ and Admin view Clinical staff view Each staff member can take their time with each patient...so the patients feel you are not rushing and that you care. Specific (protected) time for admin work. Work environment that allows (teamwork)...not as a split team. An environment where I can learn new things and increase my skill/experience so I can better help the patients. An equal balance for patients and staff. Clinical staff view Improvements of in-practice communication (e.g., letting staff know via the self check-in screen which floor they will need to access)

Questions How does the data relate to the comments made by staff? Do you want things to change? Do you believe things can change?