kingfisher practice what is it like to be a patient? jo newton [email protected]
TRANSCRIPT
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What do patients think of our service?
• Administrative staff views–
• Clinical staff views
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My daily work at present
• Administrative staff views–
• Clinical staff views
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My ideal work
• Administrative staff views–
• Clinical staff views
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Fear losses if changes are made?• Administrative staff views
– • Clinical staff views
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Why do patients call? 57% want the doctor
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Which day do patients call? Monday dominates
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When do they call? 9am gigantic rush
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The answer: 29% get a phonecall, not what they wanted. 10% have to call another time.
“Unhappy said forget it when
offered call back”
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When do they want the doctor? Vast majority, today
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Named doctor: only 23% pts requested, seen as important by GPs only 8%. Unusually low!
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Consultations: volume by day, good to see more on Mondays. Will stay high.
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Already some 60% of GP consultations reported are by phone
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70% of phone consults are resolved, but most of those brought in see another GP. Dissatisfying for both parties?
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Already 62% new/follow up ratio. Similar to others post launch (tends to be higher than traditional)
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Acuity, normal range. Says that 66% of patients best dealt with today, on clinical grounds.
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Are consults appropriate? GP view, 11% should have been self care (high) and 14% f2f not needed.
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Data from EMIS Web: shows change made in Dec to more telephone consulting
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But patient anxiety shown in mad rush at 9am, little left for any later in the day, and hybrid system with f2f
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Rush results in median wait for GP call over 120 mins.This could soon be under 30 mins, transforming experience.
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Average wait to see GP has hardly moved, around 5 days. Can easily go to one day.
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Only 30-40% seen same day. Will go over 80%.
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Continuity has moved up, a good sign, can go higher.
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The data suggests…
• There’s a high level of anxiety among patients. They are all calling first thing as they fear appointments are in short supply, and don’t want to be told to call again.
• They are often given a phone call, but feel it is less than what they wanted.
• GPs are doing a high proportion of phonecalls already, solving 70% but bringing people into to see another GP.
• GPs feel that quite a lot of patients could have self cared, or been dealt with over the phone.
• The value placed on continuity is unusually low, by both patients and GPs. This is strange, but does it explain the level of discontent on both sides?