1. F86012 Rydal 2013 week 10 Harry Longman Harry.longman@patient-access.org.uk 01509 816293 07939 148618

2. Assuming the flags “Has QOF alerts” and blank are telephone consults means that the demand types make sense – this looks right, OK with you? Means demand is about 6.1% of list – moderate, should “easily” be dealt with

3. Immediate effect in week 10, waiting days dropped for both phone and face to face. Should continue downwards.

4. 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.

5. Response times week 10 only (beginning 4/3/13). Moving in right direction, many under 40 mins, others can get there too.

6. Average response time dropped 39% last week. Big change.

7. Surprisingly, load appears slightly higher on Fridays??? Usually Mondays

8. Duration chart suggests coding is now understood. 4 mins phone is fine, suggest plan on 15 calls/hour, 9 mins f2f also low end, capacity should be OK.

9. Summary points Demand is stable at around 6.1% and should be manageable without pushing appts ahead, which blocks the flow. F2f ratio about 45%, OK, may drop Pattern through the day will spread further Changes are having an immediate effect on waiting times and response times. Response looking much better and will speed up further Daily plan: can have a break at lunch, set expectations with patients, don’t worry, demand by then is slowing down.