Our vision: to transform access to medical care.

Response time – crucial to good service and flow

Response time median 30 mins works!

Response time median 30 mins works!

In a traditional system the wait to see a GP is usually measured in days.  We measure the time to speak to a GP in minutes.  Patients always want to know when the GP will call, and we suggest receptionists say as soon as possible, usually within the hour.  If capacity is well planned around demand, this is ample time and can be delivered from week one.  Set expectations if the response will take longer for any reason.

Look at system to improve flow

Look at system to improve flow

Fast response works better for GPs too, as patients are delighted to have a fast response, and less likely to have gone out so “Did Not Answer” rates are lower.

But keeping the flow going needs vigilance.  This example, on the monthly time period, shows that after initial improvement, performance slipped back.  Why?  This practice found out and put it right.