The AskMyGP system provides us with detailed data on the number of requests received, when they are received and who manages them.
This page displays some of the data from November 2020, about 8 months after we started using the system. The first graph here shows the total number of requests we received each day for the last 8 weeks (click on the image for a larger version).
You can see that Monday is always by far the busiest day with generally over 200 requests. This is compounded by the requests submitted over the weekend, usually adding between 20 and 40 requests into Monday’s workload.
This makes Monday an extremely busy day in the practice even when all staff are in work, but there have been times when with staff off work with annual or sickness leave the situation has been very difficult to manage. This results in delays in responding to patients who are unwell and means the doctors have to deal with requests more quickly than they would like. This is unsatisfactory for patients and places the doctors under a lot of stress.
The next graph shows us how our patients access the service. About two thirds of the requests are made online, the remaining one third by telephone. We would like to encourage as many patients as possible to access the service online for several reasons. It keeps the telephone lines free for urgent calls. It also means our staff aren’t tied up answering telephones, taking patients’ details and transcribing the reason for the call. It also allows our doctors to quickly reply to you via email when appropriate, with the ability for patients to send us photos of rashes, skin lesions etc. and allowing doctors to send you information about your condition along with services available. Having an active AskMyGP account also means we can contact you when we need to let you know about results, tests you should have done or when we’ve received letters from hospitals recommending treatment changes.
Setting up an account is very easy from either a phone, a tablet or a computer and our staff can help with this if there are any difficulties.
The next graph shows data on the numbers of requests completed by staff group. This data isn’t easy to interpret as AskMyGP assigns the request according to the person who actually completes it. So for an example if a doctor deals with a patient, hands the request on to the nurse for further action and the nurse then passes it back to the receptionist to arrange another appointment, the request will be shown as completed by a receptionist.
And finally, here’s some of the feedback data. Each time an online request is completed the patient is asked to provide feedback. This feedback is intended to be on the AskMyGP system but from the free text comments it’s clear that many patients use it to express feedback on the consultation and treatment. You’ll note that feedback numbers are dwindling as patients become used to the system and presumably don’t wish to submit feedback on multiple occasions.