1 / 17

St James population

N82082 St James access report What is it like to be a patient? Harry Longman, Patient Access harry.longman@patient-access.org.uk. St James population. A high numbe r of young adults, high deprivation Few children, compared with national average Usual numbers of elderly

stefan
Download Presentation

St James population

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. N82082 St James access reportWhat is it like to be a patient?Harry Longman, Patient Accessharry.longman@patient-access.org.uk

  2. St James population • A high number of young adults, high deprivation • Few children, compared with national average • Usual numbers of elderly • Significant Chinese speaking group

  3. GP consultations data capture • About 80% are face to face, some phone and a few visits

  4. GP consultations data capture • 100% of the 19 phone consults recorded were resolved over the phone. (nurse was 1 out of 4, small sample)

  5. Face to face seen as appropriate 90% of time • Only about 10% as “could have been phone”

  6. 85% of demand is acute, and 82% new/f-up • High acute demand reflects young population • Most are about 50-60%

  7. GPs value continuity highly, 75% of consults • This particular week, continuity very good • Sometimes a problem during holidays

  8. Patients too, with 68% requesting a named GP • Small practices are often good for relationship continuity • Allowing patients a choice is good for efficiency too

  9. Reception data capture • Very high proportion is admin/repeat Rx. Usually most is for GP • Possibly some of the “demand” is really admin work?

  10. When and how do patients call? • Busy times at 8 but also later in the day. • Asked to call back more often in the afternoon

  11. When and how do patients call? • Phone is largest, online also very popular, but complicated to manage • 26% are walk-ins. Surprisingly high – difficult to get through on phone?

  12. Requesting a clinician, 30% asked to call again • This is a high rate of rework, reflecting real pressure

  13. When do patients want the doctor? • Vast majority of requests are for same or next day • How does this match up with availability?

  14. Tough on reception desk • Patients saying, why don’t you answer the phone? • Patients complaining they were told to ring back, now they have and there’s still nothing • Language problems, many Chinese speakers but limited capacity • Elderly walking in as it’s hard to get through on the phone. • Patients want to see a regular doctor, not locum • Overall, the picture is looking a bit like this…

  15. Rework The traditional model “All gone. Call back tomorrow” 3 week wait, high DNAs, repeat booking Reception takes call GP sees patient 10 min slot 70% “routine” Problem solved Patient pressure 30% “urgent” See any GP/locum Poor continuity, repeat booking

  16. Conclusions • A traditional mainly face to face appointment system • Some use is made of telephone consulting, and it works in that even a small sample has 100% resolved • Webex being tried – interesting, how will it work? • It is a concern to see so many patients asked to call back • Many patients do book online. Do they have priority, or do they also struggle? • Further evidence and case studies of our work on access and continuity, based on a GP innovation, is at www.patient-access.org.uk • To make a difference, need to think about the system as a whole. It could all feel so different.

  17. System outline – practices adapt to their situation Come and see me Admin question 30% 20% Reception takes call GP phones patient 60% 60% Problem solved 10% 20% Come and see the nurse PA Navigator measures the flows, which vary by GP & practice.

More Related