1. Kingfisher Practice What is it like to be a patient? Jo Newton jo.newton@patient-access.org.uk

2. What do patients think of our service? Administrative staff views – Clinical staff views

3. My daily work at present Administrative staff views – Clinical staff views

4. My ideal work Administrative staff views – Clinical staff views

5. Fear losses if changes are made? Administrative staff views – Clinical staff views

6. Why do patients call? 57% want the doctor

7. Which day do patients call? Monday dominates

8. When do they call? 9am gigantic rush

9. The answer: 29% get a phonecall, not what they wanted. 10% have to call another time. “Unhappy said forget it when offered call back”

10. When do they want the doctor? Vast majority, today

11. Named doctor: only 23% pts requested, seen as important by GPs only 8%. Unusually low!

12. Consultations: volume by day, good to see more on Mondays. Will stay high.

13. Already some 60% of GP consultations reported are by phone

14. 70% of phone consults are resolved, but most of those brought in see another GP. Dissatisfying for both parties?

15. Already 62% new/follow up ratio. Similar to others post launch (tends to be higher than traditional)

16. Acuity, normal range. Says that 66% of patients best dealt with today, on clinical grounds.

17. Are consults appropriate? GP view, 11% should have been self care (high) and 14% f2f not needed.

18. Data from EMIS Web: shows change made in Dec to more telephone consulting

19. But patient anxiety shown in mad rush at 9am, little left for any later in the day, and hybrid system with f2f

20. Rush results in median wait for GP call over 120 mins. This could soon be under 30 mins, transforming experience.

21. Average wait to see GP has hardly moved, around 5 days. Can easily go to one day.

22. Only 30-40% seen same day. Will go over 80%.

23. Continuity has moved up, a good sign, can go higher.

24. The data suggests… There’s a high level of anxiety among patients. They are all calling first thing as they fear appointments are in short supply, and don’t want to be told to call again. They are often given a phone call, but feel it is less than what they wanted. GPs are doing a high proportion of phonecalls already, solving 70% but bringing people into to see another GP. GPs feel that quite a lot of patients could have self cared, or been dealt with over the phone. The value placed on continuity is unusually low, by both patients and GPs. This is strange, but does it explain the level of discontent on both sides?