Reform Of The Nhs

[fools]

still waiting for one of you to explain the maths instead of going off on ranting tangents

 

keep clicking the laughter icon if you prefer

Edited December 4, 2022 by fools

[ECCOnoob]

5 minutes ago, fools said:

still waiting for one of you to explain the maths instead of going off on ranting tangents

 

keep clicking the laughter icon if you prefer

What maths do you want explaining.

 

Say an average of 2000 calls a day to a larger city group practice.  Of course some practices is in rural villages, maybe much smaller so this is just an averaging technique as I'm sure you will understand.    So, most surgeries open by 8:00 and normally don't close until at least 6.  So that's an average of 200 calls an hour to be divided across X number of telephonists, receptionists, secretaries or other administrative staff.  Some of the logged calls may even be going DDI directly through to a specific contact and bypassing reception altogether.

 

Some of those answered calls could be 2 seconds if it's just a straight transfer from switchboard to somebody else. Others may be a couple of minutes if booking an appointment.  Others may be more lengthy call involving some detail information. It will vary throughout the day.  Let's not forget that most surgeries also have backup from call handlers in overflow services so some of those calls may be drifting beyond the usual surgery opening times but still getting  included in the daily stats.

 

Even if it averages to 25 calls an hour per receptionist, is it really too much for them to handle. Is it really beyond the realms of possibility.  

[harvey19]

The calls for appointments that are attended need to be included to determine the total number of calls received.

[fools]

11 minutes ago, ECCOnoob said:

What maths do you want explaining.

9000 patients total, a third of all patients calling their GP every single day doesn't sound at all odd to you. That sounds like a surgery in crisis.

 

never mind the balls about an army of call handlers swiftly seeing their query off in seconds before going onto the next one.

 

name?, address?, DOB?, sorry times up.

 

on top of this, all these people are just calling for the fun of it, if the 25 million missed appointments stat is to be believed

Edited December 4, 2022 by fools

[ECCOnoob]

10 minutes ago, fools said:

9000 patients total, a third of all patients calling their GP every single day doesn't sound at all odd to you. That sounds like a surgery in crisis.

 

never mind the balls about an army of call handlers swiftly seeing their query off in seconds before going onto the next one.

 

name?, address?, DOB?, sorry times up.

You don't think it possible a GP surgery takes logged incoming calls from many, many other people than simply it's registered patients?  

 

How about pharmacists, medical secretaries, clinics, laboratories, couriers, suppliers, hospital staff, social workers, school teachers, care workers, local authorities, insurers, solicitors... 

 

Edited December 4, 2022 by ECCOnoob

[fools]

how many members of staff would be required to answer and deal with 2300 calls per day. There is no army of call handlers at my local.

 

unless 'answer' means a machine putting someone is a queue of course.

 

why do 25 million people not turn up. you'd think if it is such a problem, then someone might actually look into it.

 

simple questions, you believe all stats, explain the human/process side.

Edited December 4, 2022 by fools

[El Cid]

3 hours ago, fools said:

 

9000 patients total, of which 2500 are calling every day, and 5 calls are answered every minute

internet rest advised.

If one patient calls, they don't get through. They call again, again, again, again, again.

That is how it works at my surgery.

[El Cid]

3 hours ago, ECCOnoob said:

The multiple million missed appointments every single year speaks for itself.  

If it took you 5/10 attempts to make your appointment, how many times would you call to cancel?

It's rare to get through the first time and the next, next .......

[fools]

38 minutes ago, El Cid said:

If one patient calls, they don't get through. They call again, again, again, again, again.

That is how it works at my surgery.

That accounts for 560 dropped calls per day

I'm questioning how a small surgery can answer and deal with 2244 calls in one day, and why they are needed with less than 9000 patients on the books

 

Reminder of what was posted:

 

practice with under 9000 patients the call stats were 

Monday:

Total number of inbound telephone calls: 2,804

Total number of answered calls: 2,244

 

that suggests every patient in the area generates on average 1 call to the gp every 4 days

 

91 answered phone calls per patient, ill or not, every year

 

 

 

 

Edited December 4, 2022 by fools

[Longcol]

13 minutes ago, fools said:

 

that suggests every patient in the area generates on average 1 call to the gp every 4 days

 

Only if you discount the calls from many other sources as per ECCOnoob above, and ignore patients making multiple calls per El Cid.