AskMyGP helps us deliver a fast and efficient service to patients. On average, we respond to most queries within an hour and resolve 90% of requests the same day.
We have 4 years of data that shows us the number of requests we typically receive and the staff we need to deal with them.
We have employed enough staff to match that expected demand.
We use urgent only when the number of requests gets too big for us to safely handle.
This either happens because requests go up (after a bank holiday, for example) or our staff capacity goes down (staff sickness, industrial action, or other unplanned absences).