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Response times to phone demand stabilising around 40 minutes. This is good.

Weekly demand and face to face ratio – probably will stay around 800pw. Bring in rate of 37% is fine. Telephone response excellent, almost none held over. Face to face still average 2 day wait, would expect to see this around 1.

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Response times to phone demand stabilising around 40 minutes. This is good.

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  1. Weekly demand and face to face ratio – probably will stay around 800pw. Bring in rate of 37% is fine.

  2. Telephone response excellent, almost none held over. Face to face still average 2 day wait, would expect to see this around 1.

  3. The likely reason is here. You have more phone demand Monday-Tuesday, and are pushing more f2f to the end of the week. This is OK, but can you shift balance to more sessions Monday?

  4. Response times to phone demand stabilising around 40 minutes. This is good.

  5. Spread of demand coming in absolutely fine, would not expect this to change.

  6. Loadmaster by day starting to look reasonable. Most days well spread, Monday will stay like that, need to plan for this.

  7. Continuity stable around 75% within month. This is OK, though some are achieving higher rates around 85-90%.

  8. Summary points • Plan for the new demand levels to stabilise • Service is very good, some delay on face to face • Within the day, demand has spread well, but expect Mondays to be different and stay that way. If rotas are stuck, this may be reason for f2f going to end of week. This is OK but if you able to shift them, service will improve. • Response times are settling much lower, leading edge • Continuity is OK, but something to work on potentially for the next month.

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