1. What is it like to be a patient?
Millbrook Surgery
What is it like to be a patient?
Harry Longman

2. Your staff said about patients and their work…
Some have said could 'do with more doctors' - unclear why they feel this.
At times (patients) can't get exactly what they want when they want it. Some patients are more demanding than others!
The amount of admin is frustrating…spend more time doing that than seeing pts. Wasted appts- people coming in for things that could have been dealt with over the phone.
(Patients) are usually able to make appts when required and able to book in advance. Do not want to only be able to get an appt by ringing on the day.
Constant early morning phone calls and some patients expect to be seen exactly when it suits them!
Too many peaks and troughs, flat out and bogged down with volume of work some times, quiet at others. More steady pace would suit better.
Generally considered a good service, (by patients) -
Lots to do and not always enough time!

3. But hopes and fears about change
New operating systems should not go live until everyone using them is fully conversant. Early teething problems can erode user and patient confidence and this is then slow to build back up again. 
Do not want to lose any of the flexibility we currently give our patients regarding methods of making appointments in advance if that's what they prefer, internet booking, early or late slots etc.
I wonder how patients will react to the changes.
I would be unhappy if patients could not book appt in advance.
(Fear loss of) control…(but also) flexibility.
Many of our older patients are not comfortable using the internet, many like to talk to a real person - for a few it may be their only human contact that day. We must be certain that any change does not marginalise any patient because they have no computer or credit for their phone, or have difficulty communicating a problem verbally.
A lot of patients have a specific DR that they wish to speak to. It is often hard to encourage them to speak to another GP.

4. Why do patients call? About half each, clinical and admin

5. When do patients call? - A normal Monday peak

6. When were appointments provided? Does not match the pattern of demand

7. When do patients call? - A normal 8am rush

8. Most requests to see a clinician are met, but 5% call back another time is rework

9. Most patients want an appointment on the same day

10. 59% of callers ask to see a particular doctor – but doctors see continuity important in only 19% of cases.

11. 93% of appointments are made by phone
93% of appointments are made by phone. 7% walk in, but should not be necessary with new system.

12. 25% of consultations are already by telephone

13. And 82% of these phone calls resolve the problem without further action

14. GPs consider most face to face consultations appropriate – at the moment. This always changes…

15. GP view, 27% of appointments are judged urgent, just 1 emergency, typical of all practices

16. But most relate to acute conditions which patients want help with quickly.

17. Expected demand is close to average
Practice demography
Millbrook is a small practice with significantly more people aged over 65 and significantly less children and young adults than both its CCG and England as a whole.
The practice population is significantly less deprived than the English average
Expected demand is close to average

18. From your clinical system, Navigator shows under 5% of list per week f2f appts, and a growing number by telephone.

19. Average wait to see GP is 3 days – watch this fall!

20. The pattern of demand through the day is seriously spiky
The pattern of demand through the day is seriously spiky! We call this the Blackpool Tower. It will smoothe…

21. Response times for phone calls, very spread out, median 100 minutes
Response times for phone calls, very spread out, median 100 minutes. We’ll see these all bunched at the left.

22. Remember the pancakes
Hot, fresh and crispy
Cold and soggy

23. How fresh is that?