Slide 1

Report
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?

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