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Surge in Weekly Demand: Balancing Face-to-Face Appointments and Telephone Response

In the past two weeks, we've witnessed a significant rise in demand due to the introduction of a new practice list. Daily demand has increased, with excellent telephone response rates and minimal delays. Face-to-face interactions are under pressure due to a growing workload, yet same-day appointments are consistently nearing 90%. Staff are effectively managing phone demands while maintaining service quality; however, sustainability is crucial to prevent burnout. Daily operations show promise, but careful attention to patient feedback and workload distribution is necessary for long-term success.

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Surge in Weekly Demand: Balancing Face-to-Face Appointments and Telephone Response

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Presentation Transcript

  1. Weekly demand and face to face ratio – last two weeks have seen jump in demand as new practice list has come in.

  2. Clear rise in demand, every day of the week, with new list.

  3. Telephone response excellent, almost none held over. Face to face under some pressure of extra workload.

  4. Same day face to face consistently approaching 90%

  5. And somehow you are staying on top of phone demand. Impressive.

  6. Spread is good, new evidence of taking a break midday. Service is great but needs to be sustainable for you too.

  7. Loadmaster chart, shows demand is spreading well, but levels may be unreliable because of recent rise in list.

  8. Summary points • The big change in the last two weeks is the higher demand from the new list. • Affecting every day of the week – but somehow you are coping and staying on top. • Demand really flattening out now, and maybe a break will be good for the workload – don’t burn out, but keep emergency cover all day, listen to patient feedback and set expectations. • Response times are settling much lower, almost everyone seen same day which means you are coming in every day to a clean screen. • A great start to the day! Now, balancing supply long term…

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