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What is Surgery Insights?
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
How Can Insights Help your Surgery?
Manage rising demand with current capacity
Bring together disconnected systems for a clearer picture
Reduce missed appointments and improve efficiency
Embrace digital tools without adding to workload
Navigation
Filtering
Select the Surgery Insights logo on the left hand side to add filters such as Date Range
Interactive Visualisations
This report is designed to be interactive, allowing greater insight into the use of Insights. Clicking on one visual often filters others, for example if you select a bar representing a single day in the Intellects By Date visual, other visuals on that page will show data only for that day
When you hover your mouse pointer over a visual, three icons appear on the top right
Filters & Slicers: The "funnel" icon shows which filters are currently affecting that specific visual.
Focus Mode: The "square-in-square" icon expands to full screen for a closer look.
More Options: The three dots enable you to Export Data, Show as a Table and Get Insights
Stats Box
Hover over graphs to see numbered statistics for each data point
Welcome page
The welcome page displays a high-level overview of your surgery's performance, workload and patient satisfaction
What you can Measure
Operational KPIs: Measures "Did Not Attend" (DNA) rates, missed call percentages, and online consultation volumes against national averages
Digital Engagement: Monitors chatbot usage and the percentage of patients registered to the practice
Activity Trends: A central visual showing the monthly balance between phone calls, digital consultations, and physical appointments
Workforce & Growth: Tracks clinical and admin staffing levels (FTE) alongside total patient registration trends
Patient Feedback: Displays a breakdown of the GP Patient Survey to gauge overall satisfaction
Activity Summary
The Activity Summary tab provides a deep dive into the practice's total workload and staffing levels over the year. It allows users to switch between visual trends and raw data to compare demand against capacity
What you can Measure
Standardised Benchmarks: The top row calculates activity "per 1,000 patients." This allows the practice to compare its appointment, call, and digital consultation volumes directly against national averages
Activity Mix: The stacked bar charts show the factors of the practice workload, breaking down how many requests are coming in via phone calls, online forms, chatbot chats, and the NHS App
Capacity vs. Demand (Visual with Staff): This view overlays staffing levels (FTE for GPs, Nurses, and Admin) directly onto the workload chart. It helps identify if peaks in patient demand (the bars) are being met with adequate staff coverage (the lines)
Granular Data Table: The table view provides a month-by-month breakdown of every metric, from registered patient growth to specific staff categories
Surgery Assist
The Surgery Assist tab monitors the performance of the practice’s AI chatbot. It tracks how effectively the AI is handling patient inquiries and reducing the need for manual phone calls.
What you can Measure
Volume & Efficiency: Shows the total number of conversations and the "Saved Calls" metric, the percentage of patients who received an SMS answer and didn't need to call the surgery afterward
Patient Intent: A "Top Intents" list reveals exactly what patients are looking for (e.g., appointments, prescriptions, or test results), helping the practice understand the most common reasons for contact
Timing & Availability: Heatmaps identify the busiest days and hours for chatbot use. It specifically highlights "Out of Hours" usage, showing how many patients are getting help when the surgery is closed
AI Quality Control: The "AI Questions" section tracks how many questions the chatbot answered successfully versus those it couldn't handle. The detailed log shows the exact questions asked and the AI's responses for transparency.
Surgery Intellect
This report provides a detailed breakdown of how your team is utilising Surgery Intellect for clinical documentation. Refreshing over night it tracks the volume of "Intellects", the resulting clinical outputs, and the estimated time saved by your staff
What you can Measure
Clinical Output: The Usage Tree breaks down exactly what the AI has created from thousands of clinical notes to medical codes and referral letters
Direct Time Savings: The dashboard calculates an Estimated Time Saving, based on 15% of duration audio. Showing the time doctors and nurses have "won back"
Transcription Volume: Metrics like Audio Length (14+ days of recorded consultations) and Word Count (2.5 million words) demonstrate the amount of data the AI is processing for the practice
Adoption Trends: The "Intellects By Month" chart shows whether clinical staff are using the tool more frequently over time. A rising trend indicates that Surgery Intellect is becoming a standard part of the practice's daily workflow
Outcome Accuracy: The "Outcomes By Month" chart tracks the generation of specific clinical outputs, like medical coding, which helps with practice billing and record accuracy
Operational Efficiency
The Surgery Intellect tab focuses on ROI by quantifying the actual time saved through automation and AI tools
What you can Measure
Total Efficiency Gains: The top headers summarise the overall impact, showing total minutes and cumulative days of staff time saved (e.g., 9 days saved in this reporting period)
Time Saved by Intent: This table breaks down exactly where the chatbot is most effective. It shows that tasks like Appointments and Prescriptions aren't just high-volume; they represent specific chunks of "Admin Days" that staff didn't have to spend on the phone
Daily and Monthly Trends: Highlights which days of the week the AI is doing the most "heavy lifting." For example, Tuesdays and Thursdays show higher savings from Intellect tasks
Days Saved by Month: Shows the growth of the tool's impact over time. A rising trend here indicates that as more patients use the digital tools, the total "days" given back to the practice increases
Telephony
The Telephony tab provides a detailed breakdown of how the practice handles phone traffic. It is essential for identifying pain points and understanding how patients navigate the automated menu
The Cards at the top of the page compare the values to national average figures based on over 3,000 GP surgeries in England
What you can Measure
Callback Success: This monitors the effectiveness of the automated callback feature. A high Callback Success % (e.g., 98.8%) shows that the system is successfully reconnecting with patients, preventing them from having to stay on hold
Wait & Talk Times: The "Wait and Call Duration" chart compares how long patients wait vs. how long they actually speak to a staff member. A widening gap suggests that demand is outstripping the number of available staff on the lines
Menu Choices (IVR Analysis): This reveals the specific reasons patients are calling. By seeing how many people select Appointments vs. Test Results or Secretaries, the practice can decide which services should be pushed toward digital channels to clear the phone lines.
Appointments
The cards at the top of the page compare selected surgeries to national average figures for appointments with GPs, did not attend and percentage of patients seen within in 2 weeks
What you can Measure
Appointment Mix (Mode & Staff): The "Proportion View" reveals how care is delivered, whether Face to Face, by Telephone, or Online. It also shows the split between appointments with GPs versus other practice staff (like nurses or pharmacists)
Booking Lead Times: The "Days Between Booking and Appointment" chart helps identify "same-day" capacity versus pre-booked routine care. A high volume of "0 days" indicates strong urgent care availability
National Categories: The large stacked bar chart categorises work into groups like Clinical Triage, General Consultation, and Planned Procedures. This helps the practice see if they are spending more time on reactive acute care or proactive routine management
Attendance Trends: The "Did Not Attend" charts track your DNA rate over time against the national average, helping the surgery spot seasonal spikes where appointment slots might be going to waste
Online Consultation
The Online Consultation tab tracks how many patients are using digital forms to contact the practice instead of calling or visiting in person
The cards at the top compare OC Per 1,000 patients against your practice's digital usage against the national average
What you can Measure
Workload Volume: The Total Online Submissions chart shows the monthly trend of digital requests. A rising bar indicates that more "front door" activity is shifting from the phones to the online system
Benchmarking Performance: The line graph maps your practice directly against the National Average
Workload Type: The Proportion of Online Consultation by Type breaks down submissions into Clinical (e.g., medical issues) vs. Admin (e.g., sick notes, GP letters)
NHS App
The NHS App tab monitors how many of your patients are using the app to manage their health and therefore, reducing the amount of phone calls in to the practice
The top KPIs summarise the total "self-served" volume for the period, nearly 20,000 prescriptions and over 1,800 appointments handled entirely through the app
What you can Measure
App Adoption: The Registered Patients vs Target gauge shows that 81% of your patients are registered on the app, significantly exceeding the typical target. The "Registrations" chart tracks the month-on-month growth of these new users
Self-Service Activity: The "Activity" and "Logins" charts show exactly what patients are doing. Most notably, Repeat Prescriptions are the highest volume activity, followed by viewing medical records and booking appointments. Every prescription ordered here is one less phone call to the surgery
Public Health Engagement: The Organ Donation view tracks how many patients are using the app to manage their donation status, providing a unique look at patient engagement with broader health initiatives
Workforce and Patients
The Workforce and Patients tab acts as the practice’s "Capacity Planner," analysing whether staffing levels are sufficient to manage patient demand
What you can Measure
Workforce Ratio (FTE): The dashboard calculates the Patients per GP FTE (e.g., 2,278 patients per full-time doctor). This is a vital metric for safety and workload if this number climbs too high, it indicates a need for more clinical staff
Staff Composition: The Workforce FTE and Headcount charts break the team down by role (GPs, Nurses, Direct Patient Care, and Admin). This helps the practice see if they are "top-heavy" in administration or if clinical resources are spread too thin
Patient Growth Trends: The Patients View tracks the total list size over the year. It specifically highlights the Patients 13 Plus (81%), which is useful for digital health strategies, as this is the primary demographic eligible for app and online service
Efficiency Benchmarking: By looking at Patients per Admin FTE, the practice can gauge how hard the administrative team is working compared to national standards and whether digital tools are successfully allowing the practice to manage more patients with the same staff
GP Patient Survey
The GP Patient Survey tab provides a direct look at patient satisfaction and how patients perceive the ease of accessing practice services.
What you can Measure
Accessibility by Channel: This section breaks down how "easy" or "difficult" patients find it to reach the surgery via Phone, Website, and the NHS App. This is crucial for identifying if one specific channel is causing patient frustration (e.g., lower scores for phone contact compared to the app)
Reception & Admin Impact: A dedicated chart measures how helpful patients find Reception/Admin. This helps balance the data in the "Telephony" tab, even if wait times are long, high "helpfulness" scores suggest the staff are managing those interactions well
Patient Behaviour: The "Last Contact" and "Online Services Used" sections show how patients are actually choosing to interact. It tracks usage of online forms, test result lookups, and medical record views, confirming if patients are embracing the digital tools described in previous tab
Yearly Trends: The Yearly View allows the practice to track improvements or declines over time
Resources Page
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
Features to Optimise Performance