1. Demand is fairly stable about 600 calls or 7.2% of list pw. Bring in rate about 42% is sustainable, may go lower.

2. Wait to see a GP, average days, has been around 2 days but may be falling. Usually we find this stable around 1 day.

3. 85% of patients seen same day is great service and normal standard.

4. Average days wait is skewed by a few booked some days/weeks ahead. Usually find that GPs suggest a call back rather than f2f follow ups?

5. Pattern of demand still shows a peak at 8am and unusually low bookings later in the day. This makes it difficult to respond quickly from the pile at the start. Usually find this peak spreads out as response speeds up

6. Having enough capacity at the start of each day will put you in control, and the peaks will flatten. Peak on Monday is likely to stay

7. Need to match GP availability by day to expected demand, Mondays in most practices are higher. Low f2f on Thursdays is strange. Every day shows an unwelcome peak. This can change.

8. Continuity (face to face) has improved 7% through the change. Well worth preserving or enhancing.

9. Summary findings Demand is fairly stable and at 7.2% of list per week is mid range. Bring in rate of 42% is about as expected, though some are lower. About 85% of patients are seen same day, as expected, though the average wait of 2 days is driven by some booked a long way ahead. If these are follow ups, could many of them be phone instead? Demand pattern through the day is still quite peaky at 8am. This makes it harder to get on top of demand and achieve fast response. The weekly pattern is unusually high on Mondays. Do rotas match this? Some f2f may be pushed to other days which is one way of coping, though patient choice may be limited. Continuity has gone up which is excellent. Over time, this should reduce demand a little as complex problems are dealt with by one GP. Loadmaster: this can help match demand and capacity and reduce response times. Will follow with measure for this.