Week 11, phone waits have stayed low but f2f have gone back up again.
Shape of demand pattern through the day: reasonable spread but high at 8am. This will flatten further as response time falls. NB ignore absolute numbers, not all data has this detail of booking time.
Response times week 11 only (beginning 11/3/13). Has gone backwards, more spread than previous week. Do you know why?
Average response went up again last week.
Monday highest day now, more typical
Summary points Demand is stable and the pattern predictable. Pattern through the day will spread further Changes seem to have gone backwards last week. Longer average days wait, slower response times on the day. Did you change something? Really need to think about the daily plan to keep on top of demand coming in – First two hours, enough GPs calling back to keep up – Can have different GPs seeing pts – Can change thereafter, interleave calls and f2f – Make callbacks sacrosanct – Avoid pushing work into the next day.