Telephone answering – this can be mitigated by:
- Rota planning for predicted busy periods – look at the telephone call volume in 30minute chunks and plan accordingly. Hint – the busiest times of the day on the phones are from 08:30-09:00 and 13:30-14:00
- Use of standard scripts for answering the telephone
- Directing people to use eConsults and online bookable triage slots
Clinical triage – this can be mitigated by:
- Rota planning for predicted busy days
- Optimising the workflow of the day by using the duty team
- Planning session times around times of peak demand
- Avoid undertaking planned care on days and times where demand is high
