Reception, through the day. High peak at 8am, but flow through the day.

Most patients now asking for a GP phone call – well trained.Large volume of “other” admin – any idea what this is?

Requests for GP: nearly 80% agreed, some needing to explain about phonecall, but still about 8% asked to call back. Any idea why?

For the record, patients almost always asking for same day. Again, well trained, don’t feel the need to book ahead any more.

Consultations: large majority are phone. Some underreporting of f2f?

Over 60% of demand is acute, 13% exacerbations and 26% chronic.

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)

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.

Bring in rates don’t appear drastically different between clinicians, but level of reporting may differ!

Are consultations appropriate? Overwhelmingly yes, tiny numbers judged as self care, a few misdirected within practice for chronics.

Continuity: judged important in unusually low proportion of consults. Almost all achieved however.

Slightly lower bring in rate where continuity achieved, but numbers are small.

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?