


STEP 1
Data collection and monitoring
- Total daily number of contacts on the triage list
- Total daily number of phone calls on the triage list
- Total daily number of e consults on the triage list
- Daily Percentage of calls managed by the admin team
- Number of patient contacts by clinician
- Conversion rate to F2F by clinician
- Turnaround time from patient contact to resolution (this will likely be a manual audit)
- Team satisfaction
- Patient satisfaction
- Reattendance rate
- Failed encounters (eg call backs not answered)
- Percentage Dropped calls
Edenbridge and your phone system provide the bulk of this data.
STEP 2
Process monitoring
Some practices have a weekly Access meeting where the whole team discuss how it is going
STEP 3
Adapt and change
Learn from others – worth speaking to other practices who are doing well. Maybe set up a facilitated workshop to see how everyone is doing and share the learning.