Surgery Insights User Guide

Surgery Insights is a collection of dashboards designed for GP practices and Primary Care Networks (PCNs). It provides surgery-level data for optimising patient access and streamlining operations. It presents publicly available NHS data alongside chatbot and telephony data from X-on Health, supplemented by third party telephony and Online Consultation supplier data where available

Surgery Insights provides a month-by-month view of the data across multiple pages, often exploring the relationships between different data sets—for example, comparing inbound phone calls, chatbot chats, and online consultations

The data is updated monthly, with Surgery Insights typically reflecting the month-end position within one week, contingent on data availability from the NHS and other sources. Notably, NHS data (covering appointments, online consultations, the NHS App, workforce, and patients) is published with a one-month delay, meaning it will not be as current as telephony and chatbot data

Navigate to each page using the control menu on the left hand side

Many of the pages have more than one subpage that can be accessed using the buttons on the top of the dashboard below the surgery name

To enlarge a visual, click the Focus Mode button on the top right of the visual as highlighted below, when finished click Back to report

Welcome page - provides a dashboard overview with key front-page statistics. Insights cards at the bottom compare the latest month to the previous one and are snapshots of information taken from dashboards from within Surgery Insights.

Report Filters - enables you to filter the data by date range for your surgery. All other filters will be set to selections relevant to your surgery

Surgery Trends - this page highlights trends in key metrics, at the bottom of each card you can click into it to view more detail on a separate page

The Cards at the top of the page shows average values per 1,000 patients with a comparison to national averages

Visual View - displays a view digital transformation using the four key channels repeat prescriptions, Online Consultations, Inbound telephone calls and chatbot conversations

Visual with Staff- shows the levels of key activities over time and plots those against FTE staffing levels e.g. GPs, Direct Patient Care, Nurses and Admin staff

Data Table View - displays a table of the data used for the 'Visual View' page for your selected surgery and date range

Surgery Assist - Contains the monthly volume of chats by identified intent and a view showing the hourly breakdown, intent can be filtered using the control on the right of the page. It also measures QR Code Scans, Conversations, AI Asked, In/out of Hours chats for your selected dates

Surgery Assist AI - shows the AI figures in more depth e.g. Top 10 AI Questions, Questions asked and Answered success metrics, AI conversations by Day and Hour to highlight peak times

AI Data - displays the date, ODS, time and language of the question and the AI response

The Surgery Assist Chatbot tab allows you to identify how effectively your bot is signposting and answering queries to reduce call volumes into the surgery. Measure uptake, success metrics and most asked questions

Use Conversations by Intent to identify the most popular requests available via the chatbot for example, if there is a high demand to book Appointments and Prescriptions then use this data to personalise your Bot flow to meet the demands of the patients and implement Surgery Assist Appointment Booking

Review the percentage of queries being answered out of hours and whether they are being signposted elsewhere like Pharmacy First. These queries will likely to be resolved and ultimately reduce the call demand for the next working day

Analyse the type of queries being asked that can be signposted elsewhere and aim to increase patient awareness of these communities

Cards at the top show total chats, busiest hour, time saved in minutes and time saved in days

Operational Efficiency represents an estimation of administration time saved by using Surgery Assist by intent, day of the week and days per month

Operational Efficiency highlights the volume of the administrative queries the bot is resolving and ultimately how much staff time this is saving in return. This data empowers surgeries to strategically reallocate saved staff hours, enabling teams to focus on initiatives like proactive patient care rather than routine administration

Please note - this tab will be available for non-Surgery Connect customers if we are able to obtain data from your current supplier. However, the Menu Choices will be Surgery Connect only and Callback Success may not be readily provided by other suppliers

The Cards at the top of the page compare the values to national average figures based on over 3,000 GP surgeries in England

Telephony Visuals - shows key telephony metrics for inbound calls, including volume, proportion that were abandoned and missed, call back success rates, queue wait time and call duration and menu choices

Call Data Table - shows data table for inbound call statistics by month for your selected surgeries

Menu Data Table - displays percentage of menu choices by month for your selected surgeries

Note - High rates in abandoned call flows is not seen as negative by NHS England, patients may hang up as their query has been resolved by advice in your call flow

The Surgery Connect tab enables customers to analyse calls by looking at your monthly inbound calls and how many have been answered, abandoned or missed

Drawing from this data you could enhance your call flow to target the missed calls e.g. implement callback, encourage patients to self serve, send a link to the chatbot to answer their query, use Check and Cancel etc.

The cards at the top of the page compare selected surgeries to national average figures for appointments with GPs, did not attend and appointment in 2 weeks

Number View - displays the monthly number of appointments by grouped national categories from NHS nationally published data, number of DNAs compared to the national average and number of appointments with GPs or other staff

Proportion View - shows the key appointment metrics from NHS nationally published data such as mode e.g. telephone or face-to-face etc, proportion of days between booking and appointment, DNA and proportion of appointment with GP or other practice staff

Data Table View - displays a data table of the appointments by month of your selected surgeries

Appointment data can be used to measure the volume of appointments. Surgery's can identify peak seasons to anticipate high demands and therefore increase capacity

Measure the surgery's DNA appointments and consider sending automated reminders and implementing Check and Cancel

For any metrics where your surgery is above the national average, use this as a positive communication e.g. posters to showcase efficiency and reassure patients

The cards at the top compare selected surgeries number of total OC, Monthly OC, Busiest Hour and Busiest Day to the national average figures

Visuals View - shows Total Online Submissions, Online consultations (OC) per 1,000 patients and the proportion of OC by type e.g. Admin, Clinical and Other from NHS nationally published data

Data Table View - shows a monthly breakdown of OC by practice by month

Detailed View - displays data obtained from your practice OC systems, only if this has been made available to include in the dashboard

Pathway analysis demonstrates how many patients believe they needed an appointment compared to how many of these appointments were actually needed after online consultation methods

Review patient behaviour and workflow effectiveness for Online Consultation, how effectively are the queries being directed, can any improvements be made to the OC pathway?

Identify the amount of admin requests that can be resolved by self serving and increase comms to patients to inform them of the communities and resources available

Uptake & Usage - measures key app registration, patients registered vs target, login and record views and activity e.g. appts booked, cancelled and repeat prescriptions from NHS nationally published data, both overall and by month

Organ Donation- shows organ donation activity compared with NHS nationally published data across a monthly basis e.g. lookup, registration, updates and withdrawals. It's also summarised along the card cards at the top

Data Table View - shows the underlying data used in the visuals

Analyse your patients app registrations and usage compared to the national average. Create patient comms to increase registrations e.g. printing the QR code, signposting to Surgery Assist to help them set up and send reminders

Provide patients with information on the services available on the NHS app to direct them away from the phone queues

Workforce View - displays practice workforce values as Full Time Equivalent (FTE) and headcount terms from nationally published NHS data

Patients View - shows practice registered patient values from nationally published NHS data and average registered patients by practice

Workforce and Patients tab enables you to manage resource allocation for example, if you are seeing the demand of inbound calls decrease, some staff attention may now be shifted to focus on proactive care to meet those QOF outcomes e.g. asthma reviews, long term health illnesses

Analyse months with the lowest phone wait times and compare with the admin FTE in that month to display the optimal staffing level needed to effectively manage patients

Summary - shows key summary metrics from recent GP Patient surveys from nationally published NHS data, they can be filtered by year along the top row

Yearly View - demonstrates the difference in results over the years, select more than one year to make a comparison

Data Table View - shows the underlying data used in the visuals

This page offers direct feedback that your practice can use to make patient-centred improvements for any negative feedback e.g. more patient comms to outline services available, NHS app guidance, awareness of Surgery Assist and website resources etc.

Highlight the aspects where your surgery is successful and create patient comms such as posters to promote this

This page shows the data sources we use from NHS Nationally published data and the age of the data. It also has links to X-on Health's products for more information