reception, through the day. high peak at 8am, but flow through the day
TRANSCRIPT
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Reception, through the day. High peak at 8am, but flow through the day.
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Most patients now asking for a GP phone call – well trained.Large volume of “other” admin – any idea what this is?
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Requests for GP: nearly 80% agreed, some needing to explain about phonecall, but still about 8% asked to call back. Any idea why?
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For the record, patients almost always asking for same day. Again, well trained, don’t feel the need to book ahead any more.
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Consultations: large majority are phone. Some underreporting of f2f?
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Over 60% of demand is acute, 13% exacerbations and 26% chronic.
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Nearly 60% of demand is new. Suggests FU ratio is not going up because of repeat demands (other practices before are similar or less FU)
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Bring in rates: highest for acute at 53%, lowest for chronic at 25%. More patients brought in to see same GP for chronic conditions. Healthy.
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Bring in rates don’t appear drastically different between clinicians, but level of reporting may differ!
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Are consultations appropriate? Overwhelmingly yes, tiny numbers judged as self care, a few misdirected within practice for chronics.
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Continuity: judged important in unusually low proportion of consults. Almost all achieved however.
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Slightly lower bring in rate where continuity achieved, but numbers are small.
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Questions
• How does this help your understanding of demand on reception? – Any needs for training, adapting the message?– What would be most valuable improvement?
• How does this help understanding of consultation load? – Are patients using the service appropriately? – Where is the greatest opportunity for improvement?
• Any surprises?