Audit of Patient Delay

This post summarises work we have undertaken to address one of the priority actions by the patient participation group: to reduce the delay patients experience at the practice.

We identified that on average patients wait around 13 minutes after their appointment time, and that only 47% of patients are seen within 10 minutes of their appointment time. Additional analysis shows that the delay does vary over the course of a day.

The practice in conjunction with the patient participation group set a target to reduce the average delay to below 10 minutes and for 75% of patients to be seen within 10 minutes of their appointment time. Doctors were 'left' to look at their own surgeries and consultions to identifify ways they could meet this target.

A full reaudit is due at the beginning of October, having given time for the changes to be made to surgeries (since there is a lead time of at least 4 weeks to instigate changes). However, an interim review in preparation for the Patient Participation Group meeting shows that improvements have been made (the average wait has been reduced to 11.5 minutes and 54% of patients are seen within 10 minutes.

PLEASE NOTE THAT THIS RESULT HAS BEEN SUPERCEEDED BY THE PUBLICATION OF A MORE RECENT AUDIT. PLEASE SEE PPG MEETING OF 21 JANUARY 2015 FOR THE UP TO DATE VERSION.