Neston Medical Centre Navigator Report 2013 week 13

Neston Medical CentreNavigator Report 2013 week 13 Harry Longman Harry.longman@patient-access.org.uk 01509 816293 07939 148618

Since launch on 4/3/13 patient demand from telephone calls has remained at about 400/week or 4.8% of list. This is on the low end. If the coding is correct, over half are then brought in – this is unusually high.

Service has improved markedly, with the average wait to see a GP falling from over 2 days to about half a day. The wait for a phone call is even less.

Before launch, the proportion seen same day was 60-70%, now over 80%

However, demand is very steeply peaked at 8am. There should be no need for this, and it makes life harder for GPs, response slower for patients.

We can see the same thing every day of the week, converted here into how many GPs are needed by hour, phoning patients back.

First results since launch – encouraging, but some opportunities • Service has improved greatly, with waiting days to see the GP eliminated • Over 80% now choosing same day • Demand levels are very moderate – lucky people • But the bring in rate is higher than most (unless coding is wrong). This clearly increases the workload, and may be an issue. • Demand is very peaked at 8am. We know that rapid response is a key to patient satisfaction. This helps to spread demand as patients get used to the idea that there is no shortage, service is the same all day. But a peaky demand is hard to deal with rapidly. • Need to match supply closely with demand, keep on top of demand first thing and not bring patients in too soon. • Audit will show response times

Which is the best pancake? Hot, fresh and crispy Cold and soggy

Neston Medical Centre Navigator Report 2013 week 13