Defining clinically urgent problems so these are rapidly brought to the Duty teams attentions. Practices are very likely to have already have this set up.

Discuss and create own practice conditions/skill mix list – what calls are best handled by which person.

Agreeing safe capacity limits, which includes the following questions:

• When do we start saying to callers that only urgent issues can now be dealt with?
• What is our cutoff time for processing e consults?
• What are our response and cutoff times?

• How do we encourage continuity?
• Do we have a ‘usual doctor’ system?