N81082 City Walls 2013 week 10 Harry Longman

Demand is stable at about 1200 pw, or 7% of list. If coding is correct, the ration of f2f at 62% is high – would expect range of 30-50%

Average days wait to see GP is OK, has come down a little, but we would expect to see at one day or below.

Proportion booked on the day over 70%, suggests some are being pushed into next day as normally this is over 80%

This is surprising. Demand still very heavily weighted around 8am. Suggests perceived difficulty in access, symptom and cause of slower response

8am rush happening every day, very pronounced on Mondays. Hard to provide the capacity – but worth doing. We have seen these spread!

Translating demand numbers into sessions per day – does this look right?

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? Big effect on workload Demand is very heavy at 8am. Suggests patients lack confidence in speed and availability of GP contacts. We have always seen demand spread, though it can take a while – 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 OK, worth working on this for long term demand management as well as good practice.

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