Over 70% of calls to PCC now go through, up from 36% - stats revealed at GHA public meeting

The appointments system was raised at a public GHA meeting held on Monday evening where it was revealed that over 70% of calls to the Primary Care Centre were now going through, compared to a previous 36%.

Average waiting time to book appointments has also gone down to under 15 minutes for the majority of calls, with a reference to previous waiting times of over half an hour.

The GHA receives around 6,000 calls a week, with Mondays being the busiest day.

A working group for waiting times at A&E has now also been created.

And you can watch highlights of the public meeting at 7pm this evening, Tuesday, after GBC News in Brief.

Interesting Statistics:

Average weekly call volume: 5,949 (including weekends)

Average daily calls: 1,099 (excluding weekends)

Advanced appointments-13% (140)

111 Call Centre-11% (119)

Operator Line (SBH reception)-35% (380)

PCC Enquiries-17% (191)

PCC Routine appointments-24% (269)

Monday average call volume- almost 40% higher than any other weekday.

Call answer rate: 71% with the majority of remaining calls abandoned within five minutes

Average queuing time for PCC Routine appointments: 11.6 mins between 8-9am.  7.4 mins between 9-10am.

Average queuing time for advanced appointments: 11.3 mins between 11am and 12pm.  8.8mins between 12 and 1pm.

At least 75% of calls get through the call centre within 15 minutes