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Item 10.1 - BD (2021/22) 028 Board Corporate Performance Report Sept 2021 15 Pages, 1,384 KB | PDF.pdf

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Preview of Item 10.1 - BD (2021/22) 028 Board Corporate Performance Report Sept 2021 15 pages, 1,384 KB | PDF
🔗 Source: appnhs24wp222b8656a3.blob.core.windows.net
📊 Size: 1.35 MB
👤 Author: Speirs,Paula
⬇️ Downloads: 76

Summary

NHS 24 Board's Corporate Performance Report for September 2021 shows call demand was 8% higher than the previous month and 42% higher than September 2020, with 190,223 calls. All call types increased, notably COVID telephony queue (+46%), Urgent Care (+2%), Mental Health (+3%), and Dental (13%). The NHS inform helpline saw a 31% increase, and the Cancer Treatment Helpline had its highest demand since March 2020. Key performance measures include 83.1% patient satisfaction, 83.3% complaints responded to within 20 working days, and 95.9% care delivered at first point of contact. However, calls abandoned after 30 seconds (34.2%) and average time to answer (31:56 minutes) were below target. Staff attendance rates were 91.8%, and 24.4% of patients received self-care advice. Breathing Space calls answered within 30 seconds were 28.5%, below the 80% target. Patient feedback showed 83% satisfaction, and complaints included inappropriate outcomes and interpersonal issues. Call demand was 5.3% over forecast, and 7.4% of calls were answered within 30 seconds.

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NHS 24 Board's Corporate Performance Report for September 2021 shows call demand was 8% higher than the previous month and 42% higher than September 2020, with...

Technical Information

  • File Format: PDF
  • File Size: 1.35 MB
  • Pages: 15
  • Language: EN
  • Author: Speirs,Paula
  • Total Downloads: 76
  • Last Updated: 1 day ago

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