A multidisciplinary analytics action learning set to improve GP appointment systems using discrete event simulation The Strategy Unit

GP practices are facing growing demand for consultations, over and above the average increase in patient list size. Improving GP appointment systems can improve patient satisfaction, reduce stress for patients and staff, reduce missed appointments, relieve pressure in the wider NHS, and save the NHS money.

Most primary care appointment schedules are developed using ‘common sense’ approaches. However, given the complexity of modern health care, this is unlikely to yield optimal results.

A discrete event simulation (DES) model is a computer model that mimics the operation of a real, time-based system. It allows users to see bottlenecks and look at the impact of changes before they are tried, for example changing the flow of patients, increasing demand or changing staff rotas.

This project, run by The Strategy Unit, looked to build analytical capacity in general practice, enabling those responsible for the design of GP appointment systems to have greater understanding and access to more advanced modelling methods, with support from analysts.

An applied skills development programme on the use of DES was developed, for analysts and relevant practice staff. Virtual training sessions for analytical staff were also carried out. Training materials were developed, including videos and mini models, a primary care example simulation model and associated worksheet exercises for both commercial and open source software.

A large multi-GP practice in the West Midlands was used as a case study site, demonstrating how DES can be used to re-design and improve the staff rota for phone calls and improve the time patients wait for their calls to be answered. The team also worked with a team in Wolverhampton to develop a vaccination centre model and a generic version was made available in free software to help others with planning during the pandemic.

Contact information

For more information about this project, please contact Stacey Croft, Analytics Manager, The Strategy Unit.