Cornishway Group Practice What is it like to be a patient? Meena Modi [email protected] The agenda • • • • Your current status Data illustrating current situation The new system and what it means to you Any questions Staff survey • Patient’s view of service – (Doctor) – clinically good, but difficult making appts and problems with continuity • Daily work – Telephone triage very busy • Ideal work – Manageable workload, with no peaks and troughs throughout the week Why do patients call? Over 80% for a GP. Calls by day, Monday much higher – how should this affect capacity planning? Calls by time of day – much higher 8-9 am “All gone, call back tomorrow” 3 week wait High DNAs Repeat booking Reception 70% “routine” takes call Patient pressur e 30% “urgent” See any GP/locum Poor continuity Repeat booking GP sees patient 10-min slot Problem solved Outcome of requests - 17% told to call back another time, generating rework, others given a phone call “instead” Majority of requests are for same day – although strangely many ask for 2 days ahead, any reason for this? Only 25% specified a named doctor, similar views from GP, continuity important for just 34% of consults, lower than many GP consultations – more on Monday, need to match whole week. Loadmaster will help planning. No of contacts each day that week: • • • • • Mon Tues Wed Thurs Fri - approx approx approx approx approx 255 228 184 155 110 (27% (24% (20% (17% (12% of week) of week) of week) of week) of week) No of consultations per day of data week: • • • • • Mon Tues Wed Thurs Fri - approx approx approx approx approx 240 190 145 140 82 Already, some 52% of consults are by phone But under 40% of these resolved over the phone, and most brought in to see another GP, losing continuity & feedback Your view is that almost all consults are appropriate – though this often changes! Key points • Mixed methods of phone & face to face • Phone may be seen as second best by patients • Resolve rate is on the low side and as a different GP usually sees the patient, continuity is low as is feedback • Where continuity is achieved, resolve rate is higher and I suspect satisfaction greater • Points to potential for system changes The new system and what it will mean How Patient Access Works Admin question Come and see GP 30% 20% Reception takes call 20% 60% GP phones patient 10% Come and see nurse 60% Problem solved A Practice In The Patient Access Community Looks, Sounds, Feels Different Dr Chris Barlow of Quorn, one of the earliest pioneers in 2000 Monday morning 8.30, busy day, going full tilt. All carefully worked out. Average wait time to see a GP drops dramatically All data from Clarendon, charts by PA Navigator The Relief of Working Efficiently Evidence from practices in the Patient Access movement 60% of calls don’t typically need an appointment A rapid and safe system, where patients that need to be seen are always offered the same day 7% list increase with no extra GP sessions needed at Oak Tree Health Centre We’re now saving 20% of GP working hours and A&E attends are 50% below Liverpool average - Dr Chris Peterson, GP at The Elms & Liverpool CCG Urgent Care Lead The Patient Access Launch Programme Eight ways we support you in leading change and avoiding the pitfalls 1. Your personal training partner 2. Key actions checklist week by week 3. Datalog paperless data capture 4. Unique Navigator analysis suite 5. Private online resources portal 6. Easy to use video tutorials & FAQs 7. Patient communication materials customised for you, video & leaflet 8. Expert helpline and rapid response throughout the programme Any Questions?