Using a data tally tool to understand call volume and reduce prescription related enquiries: June 2026
Posted on:
Document Type
Improvement support
Primary care
Summary
A GP practice in West Scotland worked with HIS to understand the types of calls made to the practice. They found that most calls were about prescriptions and took up a lot of administration team time. To reduce these calls, they added a phone message asking patients to wait 48 hours before calling to check on their prescription.
Impact:
- This change reduced overall call volume from 595 to 369 and prescription enquiries from 201 to 105, over five days
- Supported the reduction of unnecessary workload and improve communication with patients