1. Barrack Lane Appointment System

2. Why Change Growing demand for appointments High DNA levels Some clinicians blocking appointments (calling patients back when a phone call would do) We want the right patient to see the right clinician - Continuity of Care where needed

3. Clear the Backlog Know your demand

4. What we offer now On the Day appointments (unlimited) Pre bookable appointments Telephone Consultations

5. On the Day Appointments Appointment given to anyone that phones whether urgent or not Don’t have to ring early morning Guaranteed to be seen Clinician of choice likely but not guaranteed

6. Advance (Pre-Bookable) Appointment Requests All advance appointments placed under the direct control of the doctors. – Exceptions: Post Natal and Medical appts Reception staff are not authorised to allocate a pre- bookable appointment unless a GP specifically requests that they do so. Where a patient wishes to book an advance appointment, or is seeking continuity in their care and wants to see only a specific clinician, Reception staff arrange for an initial telephone consultation with the clinician of choice. The relevant GP will telephone the patient to discuss their needs and will organise an appointment for them if needed.

7. Telephone Consultation Patients given clinician of choice where possible – All clinicians have telephone slots every day for advice or pre –bookable appointment requests Duty Doctor available for Telephone slots when days allocation full.

8. Capacity must match Demand Work out your demand and keep appointment levels to this even during holiday time Sickness protocol – need everyone to agree to help on a bad day. Light days (yes there are some) move clinicians to other duties When capacity exceeds demand clinicians have protect time to work on specific projects e.g. QOF, training, prescribing etc. ( if the day suddenly becomes busy they can be called upon to help )