Patient Support Call Centre: a Territory-wide Structured ...
Bodey Medical Centre What is it like to be a patient?
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Transcript of Bodey Medical Centre What is it like to be a patient?
Bodey Medical CentreWhat is it like to be a
patient?Meena Modi
The agenda
• Your current status • Data illustrating current situation• Fear about change• The new system and what it means to you• Any questions
What do patients think of our service?
• Administrative staff views– Patients not happy. Most appts given out by 8.45 am,
then patients asked to ring back. Not good.– Patients don’t like being told to ring back. System needs
to change• Clinical staff views
– We do very well with emergency appts at the expense of routine appts, but not bad service provided
– Good. Occasional grumbles about appts but infrequent– Constant complaints about bookings in advance with
doctor of choice– Problems getting through phones– Patients would often like to book at specified time with
specified doctor which can’t be done at moment
My daily work at present• Administrative staff views
– Can get stressful when staff ask what to do about appts – don’t have answers!
– Multiple complaints from patients about lack of routine appts
• Clinical staff views– Open access /emergency appts can be stressful,
otherwise ok– Part time GP– Often busy, good work colleagues, sharing of workload
between staff– Constant complaints about bookings in advance with
doctor of choice– Problems getting through phones– Patients would often like to book at specified time with
specified doctor which can’t be done at moment
Reception takes
call
GP sees patient10-min
slot
Problem solved
70% “routine”
30% “urgent”
“All gone,call backtomorrow”
3 week waitHigh DNAsRepeat booking
See any GP/locumPoor continuityRepeat booking
Patientpressure
Just 47% of patients get what they ask for, and 27% are told to call back. Very high rework and
frustrating for all
Most people calling the practice want the doctor
No of contacts each day that week:
• Mon - approx 820 (36% of week)• Tues - approx 470 (20% of week)• Wed - approx 475 (20.9% of
week)• Thurs - approx 270 (11.8% of week)• Fri - approx 235 (10.3% of
week)
No of consultations per day of data week:
• Mon - approx 270• Tues - approx 185• Wed - approx 190• Thurs - approx 135• Fri - approx 115
Demand through the day – heavy pressure at 8-9 am.This can change, smooth out with rapid response.
Patients requesting appts for same day or 2 days ahead. Very unusual – is this because of when they
are released?
Of the phone consults, 43% are resolved. We find typically GPs resolve around 60%
At present 62% of consults are face to face, but at 38% many already are telephone
Already GPs say 10% of consults don’t need to be face to face. This always increases.
GPs view on continuity, important at 38% - lower than national average
Only 26% of patients ask for a named doctor. This is on the low side, is it due to high proportion of
student population?
My ideal work
• Administrative staff views– Would like to be able to offer appts to patient who are
really ill. Lot of NHS wastage on those who don’t need appts
– To be able to give patients appts when they want and not to have patients getting angry with staff
• Clinical staff views– Did not think that the system needed fixing although
accept that it is hard for reception on the front line– An advocate for patients – hence practising medicine!– Calmer at present with structured day and patients less
disgruntled as able to get appts with me
Fear losses if changes are made?
• Administrative staff views– The elderly may suffer as they don’t like change– Some patients may not like the new system as they like to
be ale to plan and book ahead• Clinical staff views
– Patients may lose choice of doctor as we will need to spread workload evenly
– Fear of rise in complaints and increased hassle during consultations – which we don’t have at present
– Loss of patient confidence– Currently have safety net with pre-booked follow up appts– Working day may become chaotic with on call/ open access
system
The new system and whatit will mean
Reception takes call
GP phones patient
Problem solved
Come and see GP
Admin question
Come and see nurse
20%
20% 10%
30%
60%
60%
How Patient Access Works
A Typical Receptionist Day With Patient Access
Reception takes call
Admin question
20% solve
20% bookto see nurse
Just 60% list
for GP
Nurse
Per Week, Patient List Of
8,000
10-12% of patients call
28% on Monday
220 – 270 calls @ 2
mins
7 to 9 hours of calls
Other days 4.5 to 6 hrs
Many more calls will come in the morning, but will
spread as a result of good service
GP phones patient
Problem solved
Come and see GP
Come and see nurse
10%
30%
60%
A Typical GP Day With Patient Access
Per Week, Patient List of 8,000
6-8% call for GP Mon - 28% of the week130 to 180 calls on Mon80-120 calls on other daysPlan for 40 each per GP per day40 x 5 mins plus 16 x 10 minsTotal consulting time 6 hrs/day
Availability of nurse consultations can reduce this by ≈ 40 mins/day
Mornings more phone calls, becoming more face-to-face late morning & into afternoon.
A Practice In The Patient Access Community Looks, Sounds, Feels Different
Dr Chris Barlow of Quorn, one of
the earliest pioneers in 2000
Monday morning 8.30, busy day, going
full tilt. All carefully worked
out.
Average wait time to see a GP drops dramatically
All data from Clarendon, charts by PA Navigator
Evidence from practices in the Patient Access movement
60% of calls don’t typically need an appointment A rapid and safe system, where patients that need
to be seen are always offered the same day 7% list increase with no extra GP sessions needed
at Oak Tree Health Centre
We’re now saving20% of GP working hours and A&E attends are
50% below Liverpool average - Dr Chris Peterson,
GP at The Elms & Liverpool CCG Urgent Care Lead
The Relief of Working Efficiently
The Patient Access Launch Programme
1. Your personal training partner
2. Key actions checklist week by week
3. Datalog paperless data capture
4. Unique Navigator analysis suite
5. Private online resources portal
6. Easy to use video tutorials & FAQs
7. Patient communication materials customised for you, video &
leaflet
8. Expert helpline and rapid response throughout the programme
Eight ways we support you in leading change and avoiding the pitfalls
The agenda
• Your current status - current model• Data illustrating current situation• Fear about change and your ideal• The new system and what it means to you• Any questions