1. Lingwell Croft Surgery A True Story….

2. The Practice Practice Population = 13,200 6 WTE GPs / 3 WTE Nurses Not PMS No Nurse Practitioner No Triage 3rd Available Appointment GP-4.48 Nurse 6.18

3. The Bad Points Dissatisfied Staff Dissatisfied Patients Stressed GPs Overworked Nurses

4. The Good Points Good Building Paperless Good Quality Data Teamwork

5. Something Had To Be Done..

6. GP Capacity and Demand Analysis

7. Nurse Capacity and Demand Analysis

8. PDSAs Team Approach DNAs New Appointment System Reception Rota - Early Morning Calls Appropriateness of Appointments

9. PDSAs GP and Nurse Telephone Consultations Moving clinics Appointment Length Flexibility- Clinicians Book Appointments

10. The Effect 48% Reduction on GPs third available appointment 68% Reduction on Nurses third available appointment 90% Patients get an appointment on their day of choice

11. What Next? Recruit HCA Nurse Practitioner Training Improve Telephone Consultations Contingency Planning Patient Satisfaction Survey

12. The Aim Happy Patients Happy Reception Staff Happy Nurses Happy GPs