Appointment Booking - FOI Response Register

Freedom Of Information Request

Example

Response

Total number of FTE appointment booking staff within the Trust?

28

13.51 (this is the number of medical secretaries and they don’t do just appointment booking, they do plenty of other work as well)

Does the trust also have individual departments conducting their own appointment booking?

Yes

Yes

If the Trust does have individual departments conducting their own appointment booking – which departments and how many FTE staff within each department book appointments for patients?

Ophthalmology -3

Orthopaedics - 5

13.51

What was the total Number of Appointments booked within the Trust during the previous 12 months?

304,320

64,995 (01/02/2023-31/01/2024)

What was the staff turnover percentage within the appointment bookings team during the previous 12 months?

15.8% staff turnover

14.80% (This is for medical secretaries who do plenty of other tasks in addition to  appointment booking)

What was the staff turnover percentage within the Trust during the previous 12 months

11.3%

What was the total number of inbound calls to the appointment bookings team during the previous 12 months?

240,750 inbound calls

In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested This information is not recorded

What was the total number of inbound calls to the Trust Switchboard during the previous 12 months?

790,000 inbound calls

 In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested This information is not recorded

What was the total number of outbound calls from the appointment bookings team during the previous 12 months?

220,000 outbound calls

In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested This information is not recorded

What was the total number of “drop off” calls for the appointment bookings team during the previous 12 months?

58,000 drop offs

In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested This information is not recorded

What was the average length of call for the appointment bookings team during the previous 12 months?

3:36 Minutes

In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested This information is not recorded

What telephone system does the appointment bookings team utilise?

Cisco

BT Avaya. NHS Shetland do not use a software based telephony system.

What was the average number of days absence within the Trusts appointment bookings team during the previous 12 months?

6.4 days

In accordance with FOISA s 17(1), NHS Shetland confirms that it does not hold the information requested

What was the average percentage rate of absence within the Trusts during the previous 12 months?

3.5 days

4.59%