Big change is clearly GP consultations from mainly f2f to mainly phone (64%)

1. Phoenix SurgeryNow what is it like to be a patient?Thoreya Swage, Patient Accessthoreya.swage@patient-access.org.uk

2. Big change is clearly GP consultations from mainly f2f to mainly phone (64%)

3. Consultations by telephone and face to face

4. But also spending more time with acute patients, up from 48% to 66%

5. Urgent cases rise from 23% to 32% - result of better availability.

6. New/Follow Up ratio is little changed, a bit more new.

7. Tele cons outcomes: resolution rate down a little, but major change is that vast majority brought in see ME.

8. Continuity is seen as important in more cases, up from 31% to 35%

9. Continuity

10. GPs saw 100% of patients as “appropriate”

11. Reception demand: more asking for GP phone, fewer for nurse appointment

12. Timing of demand: not much change before and after. Spike at 8am suggests response times still slow.

13. Same day response times

14. Median response times to calls

15. Requests for a named doctor have risen from 52% to 78%. Because they can? Hope at last?

16. Requests for an appt now almost all same day – because they can be, no need to book ahead.

17. Where previously only 62% of callers were agreed clinician and date, it’s now 82%, and 90% get a GP

18. A staggering 95% of walk ins have gone. It is so easy to phone up now, there is no point. Pressure off reception

19. Average days wait to see a GP

20. Frequency chart of days from booking to appointment

21. Proportion of F2F appointments booked on the day

22. ‘Did not attends’

23. Duration of consultations

24. Duration of consultationsFrequency distribution/minutes(latest 4 weeks)

25. Bring in rate

26. Patient feedback

27. Patient feedback

28. Patient Feedback • I think the new system is a much improved service for patients - very pleased! • This is a much quicker system for minor issues - previously it would have been a telephone lottery followed by a long wait in a packed waiting room • Phone call should be returned immediately - was waiting at home and could not go out • Very glad that you can speak to a doctor the same day and be referred for appt if needed • Excellent service - the best thing that ever happened • Less time sitting in the waiting room

29. Staff views What is happening now? • patients have easier access to doctors What should happen next? • Doctors to work together! • All Doctors to feel happy about the new system • Need more tele slots, really only works well when at least two doctors on duty

30. A new world – what could be better? • Dramatic effect on patient service • Patient expectations completely different • Will be seen today, no need to book ahead • Can have a choice of GP – like that • Unlikely to be turned away (but need to deal with this) • Still something of an 8am rush – need to work on response • Very interesting to see more GP work directed towards acute & urgent problems. • All patients seen as “appropriate” – staggering. • Patients brought in at just higher rate, much more likely to be same GP.