Demand & Capacity
Slot mapping guide
This guide explains how GP practices should configure and use appointment slot mapping to meet the 2026/27 contract requirement that all clinically urgent patients are managed on the same day. It covers how to map urgent activity to the “General Consultation Acute” category, ensure non-urgent care is recorded correctly, and use GPAD data to monitor performance against the 90% same-day target. It also includes practical steps for updating slot types in EMIS, applying embargo settings to prevent advance booking of urgent slots, and improving overall data accuracy.
To support the guide, there are also two EMIS Web appointment reporting searches that practices can import and use. The first search, “General Consultation Acute slots booked more than 1 day in advance,” helps identify where urgent slots are being booked ahead of time, enabling practices to audit patterns and target staff training where needed. The second search, “Percentage of General Consultation Acute slots booked on the same day,” allows practices to monitor performance against the national 90% same-day target and track improvements over time. If you'd like the EMIS searches, please email phoebe.alexander@nhs.net.
Appointment Mapping Webinar
This short and interactive session builds on the NCL slot mapping guide and walks you through how to map your appointments effectively, use EMIS searches to check progress, and interpret the GPAD dashboard.
Demand and Capacity Management – NCL Practice Case Studies
There is a wealth of great work and experience within NCL, with practice teams finding innovative ways to manage demand and capacity. These case studies are designed to share learning and inspire discussions among colleagues about strategies your team might wish to adopt to support your practice’s transition to modern general practice.
In July 2024, Hanley Primary Care Centre in Islington introduced a new triage model to better manage high call volumes and improve patient access.
This case study explores how the practice has adapted its workflows and leveraged digital tools to streamline access, ensuring patients receive the right care at the right time.
Evergreen Primary Care Centre in Enfield transitioned to a total triage model in February 2024 to better manage their appointment demand and capacity challenges.
This case study outlines the key steps the practice took to handle increasing demand while ensuring effective support for their patients.
In October 2021, the Woodberry Practice in Enfield introduced a senior GP-led triage model to improve patient access and team efficiency. This change occurred following their participation in a Digital First pilot programme.
This case study explores the workforce changes and new ways of working the practice implemented to better manage demand and access. It also highlights the positive outcomes and benefits experienced by both patients and staff.
NHS England Demand & Capacity Resources
National Webinar Series
NHS England's webinar series on Demand and Capacity will help practices gather the regular data to gain a clear understanding of patient demand against practice capacity and how to work towards aligning the two.
A new video case study showing how one practice has adapted their ways of working to meet increasing demand and complexity is now available to view. The short film, which features Priory Medical Group, York, highlights some of the ways they’ve organised work to reduce pressure on staff, improve patient access and better align skills and capacity to need.