1. Tudor Surgery Navigator report 2013 week 15 Harry Longman Harry.longman@patient-access.org.uk 01509 816293 07939 148618

2. Demand is fairly stable at 280 GP calls per week or 6% of list. This is at the moderate to low end for practices. But with about 180 face to face per week, the bring in rate of 64% is high. Usual range is 30-50% Note gap of 3 months data Phone consults have risen but f2f have fallen only a little

3. After launch waiting days dropped, but have gradually crept up. Suggests that GPs are not able to offer same day appts and system is becoming clogged. Waits are creeping up. Would expect to stay around 1

4. Proportion seen same day has dropped below 70%. This would normally be over 80%, some are over 90% as this is what patients choose. Falling below 70%, but we know 80% plus choose same day if offered

5. Pattern of demand through the average day (red line). Peak at 8.30, but reasonable spread through the day – probably stable, good service all day. Phone demand as expected. Pattern of f2f bookings suggests calls not starting soon enough from 8am peak demand.

6. Demand differs by day of week however. Loadmaster shows, for new demand only, number of GPs required for callbacks by hour and by day. Note Monday Having enough GP capacity calling back helps keep on top of demand

7. By day of week, average volumes of calls over 4 weeks. Use for planning rotas to ensure sufficient GPs each day. As ever, Monday requires much greater capacity

8. Continuity, important for patients and doctors, has risen about 10% since launch, calculated on face to face consultations Continuity since November data nearly 90%, cf 80% before

9. Summary findings Demand appears higher than last summer, may just be seasonal, but at 6% of list this is within expected range. Bring in rate is higher than expected and explains the workload. Many practices would see fewer, and refer more to nurses Pressure on appointments means they are being delayed from one day to the next and a backlog is building up. This is increasing average waits and clogging the system overall. The daily and weekly pattern of demand is much as expected. Use the predicted demand pattern to match GP supply closely, ensuring rapid response for patients. This also saves time for GPs by reducing the need for recalls Continuity is good, and has improved about 10%. Ensure patients are told which doctor is in which day to help them choose. Key priority: keep on top of demand every day, and work out ways to reduce bring in rate.