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

Phoenix Surgery Now what is it like to be a patient? Thoreya Swage, Patient Access thoreya.swage@patient-access.org.uk. Big change is clearly GP consultations from mainly f2f to mainly phone (64%). Consultations by telephone and face to face.

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

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  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.

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