The NHS are taking a more active interest in the patient journey, including how they contact the surgery. You may be asked to provide some details on your calls or queue times.
In this article we show you how you can use the Reports Portal to answer some common questions. Many of these can be answered from the Group Overview Report.
Step by step guide
1. Log in to the Reports Portal
2. Generate the Group Overview Report
Select the Group Overview Report from the left hand side menu |  |
Set date Custom Range required and click Apply |  |
Click Generate Report |  |
Note: You will need to generate this report several times, for different dates/periods to answer the following questions.
What was the current call waiting time as an average over the last week?
Run the Group Overview report for the Custom Date of the last week.
You are looking for the figures in the last two columns, which show the average queue duration, with the totals for all groups at the bottom.
Has this waiting period reduced in the last 6 months?
Run the Group Overview report for the date range six months ago.
Compare the average times.
If yes, by how much?
Deduct last weeks figures from the six months ago figures.
During the last week, how many calls were abandoned?
Run the Group Overview report for the Custom Date of the last week.
You are looking for the figures in the "missed" columns, which show you the number of calls abandoned from that queue, the % of call abandoned from that queue, and the number of calls that were abandoned due to timing out from the queue.
Has the number of calls abandoned reduced in the last 6 months?
Run the Group Overview report for the date range six months ago.
Compare the figures.
If yes, by how many calls?
Deduct last weeks figures from the six months ago figures.