Appointment Analysis

Sunday 1st May 2022

Do you analyse your appointments?

Do you tidy up your slot types?

Have you correctly mapped your slot types to the national slot types?

2019 157938

2020 142907

2021 167487

Practice 1 -

Because we operate a daily triage limitless list, we open many more slots

than we actually need to ensure the admin staff are not having to add

throughout the morning. This means we have many unused slots at the end of the session - what we didn’t realise were these slots (almost 65,000 in 2021) are linked to a clinical consultation in GPAD so we have been reporting many unused slots, this seriously affects the % of appointments booked/unbooked each day. We now delete the unused slots at the end of each session.

We know we have high DNA rates, due to our demographics, the analysis confirmed child imms are our highest DNA rates.

Frequent attenders - In 2021 10.1% of our patients used 38.4% of all our appointments. Knowing this will allow us to look at a more pro-active way of managing the patients and also which ARRS roles will help us manage this group of patients.

We have many slot types with names very bespoke to our practice - Insight helped us understand how these slots type names will not mean anything ‘on-line’ so they also helped us improve our online presence.

Practice 2 -

We had such a positive day working with Insight, identifying many areas we could improve our current appointment system;

Unnecessary appointment slots - we had so many old slot types, not used, clogging up our system so I was able to carry out a house-keeping exercise

Insight identified wasted appointment patterns, namely HCA appointments on particular afternoons. This has allowed me to change staffing hours so we can offer more appointments in busier periods.

Most importantly, we identified work carried out by our GP’s not recorded as an appointment in Emis - essentially telephone consultations with no appointment booked. In order for these ‘appointments’ to be recorded, we have set up task slots within the appointment system, these are changed to clinical consultation slots if it results in a telephone consultation.

We were also not recording home visits correctly - we just added a manual note to say ward round at care home so these visits were again not being extracted for GPAD.

I found the visit to be informative and constructive, we have made many changes for the better.

Practice 3 -

We offered almost 15,000 more appointments in 2021 to 2020.

Our highest DNA slot types are childhood immunisations and child flu - clearly we need to look at how we manage these to reduce our DNA rates.

We run a daily limitless triage list - as we didn’t delete unused slots after each session it looks like we 9,800 GP appointments not booked in 2021.

Frequent flyers 2021 - 16.% of our patients used 48% of the appointments we offer. We had no idea such a few patients were using so many of our appointments. We need to analyse this group of patients and look to pro-actively manage their care, possibly looking at a care co-ordinator as an ARRS role to help pro-actively manage this group of patients.

We had a default slot type, used very frequently - this was listed as admin so none of these appointments were extracted as clinical appointments to GPAD.

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