Insights From Practice Managers on Aligning Capacity with Demand

In this article, we explore insights and perspectives from practice managers regarding NHS England’s guide on aligning capacity with demand in general practice

CREDIT: This is an edited version of an article that originally appeared on Practice Index

In response to ongoing discussions surrounding access to general practice, NHS England released a guide in July aimed at assisting GP teams in comprehensively understanding, managing, and aligning demand with capacity within their practices.

The guide on aligning capacity with demand in general practice aims to support practices and Primary Care Networks (PCNs) as they transition to the modern general practice model introduced as part of the 2023 recovery plan. This comprehensive resource outlines seven key areas for practices to prioritise, facilitating the optimisation of workload management and resource allocation in response to patient needs.

What does this guidance mean for practice teams in reality? This article provides insights from practice managers themselves.

The need for data experts

“For me, the guide highlights how Practice Managers have had to become data experts,” one manager at a large Newcastle-based practice told us. “Data serves as the backbone for understanding, managing and optimising the delicate balance between patient needs and available resources.

“I don’t want to sound like our local ICB, but we can use data to make informed decisions that enhance efficiency, improve patient outcomes and ensure sustainable healthcare delivery. I think the guide does a decent job in breaking down how we can do that.”

Predicting demand

Another Practice Manager pointed out a crucial insight: “There will always be anomalies, but patient demand is predictable,” they said while emphasising that this predictability hinges on robust data.

“As Practice Managers, we need precise appointment data tailored to our practice, relying on our own figures rather than generic estimates. There’s no shortcut here. We must determine the exact number of appointments required each week to meet our patients’ needs and identify the most suitable clinician for each patient.”

Identifying operational bottlenecks

“One practical solution might be to adjust the scheduling system,” suggested a manager. “If data reveals that routine follow-ups are consuming valuable appointment slots on high-demand days, these can be rescheduled to less busy days. Similarly, analysing the types of appointments can help in optimising slot lengths. For instance, if certain types of consultations consistently take less time, the appointment duration can be shortened, freeing up capacity for more appointments.”

Continuous quality improvement

Aligning capacity with demand is an ongoing journey rather than a one-time endeavour. Continuous improvement is key, and data serves as a vital component in this iterative process. Regularly gathering and analysing data allows practices to monitor the effects of their adjustments and implement necessary changes accordingly.

Ultimately, data serves as a cornerstone for informed strategic decision-making, offering a robust evidence base to guide planning and resource allocation. Whether determining optimal staffing levels, identifying services for expansion, or refining appointment scheduling systems, data-driven insights provide the clarity needed to make well-informed choices.