62:@0.047987:0.056159:0.062778:0.056159:0.062778:0.047246:0.047987:0.047246:0.007059:0.007732
Performance analysis:@0.739373:0.058552:0.904415:0.058552:0.904415:0.047968:0.739373:0.047968:0.010092:0.008830:0.006355:0.006419:0.009996:0.006563:0.014962:0.008591:0.010060:0.007665:0.008974:0.005637:0.008990:0.010092:0.008990:0.004710:0.009070:0.007313:0.004710:0.007026
Administration costs in-year:@0.047987:0.106949:0.358837:0.106949:0.358837:0.091351:0.047987:0.091351:0.016543:0.014307:0.021555:0.006424:0.014236:0.006448:0.010354:0.008965:0.009365:0.012495:0.009154:0.006683:0.014072:0.014025:0.008401:0.010919:0.013954:0.010001:0.008824:0.010001:0.008495:0.006683:0.013648:0.009154:0.012260:0.012260:0.012260:0.009365
 :@0.358602:0.106949:0.365049:0.106949:0.365049:0.091351:0.358602:0.091351:0.006448
financial performance:@0.047987:0.128626:0.288784:0.128626:0.288784:0.113028:0.047987:0.113028:0.009013:0.006448:0.013954:0.012448:0.013954:0.011083:0.006471:0.012448:0.006683:0.009624:0.014284:0.012354:0.009154:0.008730:0.014025:0.009083:0.021084:0.012354:0.013860:0.011013:0.012730
Administration costs for all of our activities (including the :@0.047567:0.149180:0.459407:0.149180:0.459407:0.138596:0.047567:0.138596:0.010507:0.009405:0.013956:0.003864:0.009038:0.003864:0.006770:0.005716:0.005557:0.008128:0.005653:0.003864:0.009357:0.009213:0.006052:0.007138:0.009070:0.006770:0.005078:0.006770:0.005158:0.004998:0.009549:0.005557:0.005285:0.007233:0.003449:0.003449:0.006467:0.009357:0.004758:0.005637:0.009165:0.008830:0.005381:0.005716:0.008128:0.007090:0.005413:0.003864:0.007361:0.003864:0.005205:0.003864:0.008160:0.006770:0.005589:0.004615:0.003864:0.008830:0.007377:0.003625:0.008830:0.009165:0.003864:0.008830:0.009165:0.006052:0.005413:0.008702:0.008064:0.004375
costs of administering member-funded schemes and  GPI :@0.048407:0.164859:0.454147:0.164859:0.454147:0.154275:0.048407:0.154275:0.007138:0.009070:0.006770:0.005078:0.006770:0.005493:0.009357:0.004758:0.005205:0.008128:0.009405:0.013477:0.003864:0.009038:0.003864:0.006595:0.005413:0.008351:0.005317:0.003864:0.009038:0.009405:0.006770:0.013525:0.008160:0.013525:0.009165:0.008351:0.005349:0.006387:0.004790:0.009038:0.008702:0.009405:0.008080:0.009405:0.005892:0.006770:0.007377:0.009038:0.008160:0.013748:0.008351:0.006770:0.005174:0.007808:0.008575:0.008990:0.004375:0.002523:0.009836:0.008064:0.003864:0.004375
arrangements which  have been allocated to the scheme :@0.048407:0.180241:0.451720:0.180241:0.451720:0.169657:0.048407:0.169657:0.008128:0.005557:0.005557:0.008128:0.009038:0.009405:0.008559:0.013748:0.008527:0.009038:0.005413:0.006770:0.004998:0.011768:0.009325:0.003864:0.007649:0.009325:0.004375:0.002523:0.008830:0.007904:0.007473:0.008064:0.006052:0.008990:0.007904:0.007904:0.008655:0.006467:0.007904:0.003864:0.003864:0.008990:0.007377:0.007744:0.005413:0.008112:0.009405:0.005892:0.005413:0.009134:0.005205:0.005413:0.009038:0.008160:0.005637:0.006770:0.007010:0.009038:0.008016:0.013445:0.008160:0.004375
DEL budgets above) have increased  by £8.8 million (25%) :@0.048828:0.195623:0.463797:0.195623:0.463797:0.185039:0.048828:0.185039:0.011002:0.007904:0.007313:0.005637:0.009389:0.008686:0.009165:0.009165:0.008160:0.005413:0.006515:0.005637:0.008128:0.008926:0.009165:0.007473:0.008064:0.004615:0.006467:0.008734:0.007728:0.007393:0.007984:0.006467:0.003864:0.008575:0.007058:0.005381:0.008160:0.007808:0.006563:0.008064:0.009070:0.004375:0.002523:0.008655:0.007058:0.005637:0.009070:0.009245:0.003705:0.009070:0.006387:0.013285:0.003864:0.003529:0.003864:0.003529:0.008910:0.008655:0.006467:0.005205:0.009325:0.009245:0.014115:0.005205:0.004375
to £44.2  million. This primarily relates to staffing costs,  as :@0.047987:0.211064:0.462653:0.211064:0.462653:0.200480:0.047987:0.200480:0.005413:0.009134:0.006052:0.008990:0.009165:0.009070:0.003465:0.009229:0.004375:0.002523:0.013285:0.003864:0.003609:0.003864:0.003864:0.008910:0.008830:0.003465:0.006371:0.008367:0.008607:0.003864:0.006563:0.006052:0.009389:0.005317:0.003864:0.013365:0.008128:0.005317:0.003864:0.003864:0.007393:0.005716:0.005381:0.008064:0.003864:0.007824:0.005205:0.008160:0.006770:0.005158:0.005413:0.009038:0.005301:0.006770:0.005413:0.008128:0.004822:0.004998:0.003864:0.009038:0.009405:0.006052:0.007377:0.009006:0.006770:0.005158:0.006770:0.003225:0.004375:0.002427:0.007313:0.006052:0.004375
average full-time equivalent staff numbers have increased :@0.048407:0.226446:0.463073:0.226446:0.463073:0.215862:0.048407:0.215862:0.008128:0.007425:0.008351:0.005349:0.008128:0.009405:0.008096:0.005637:0.004998:0.008862:0.003864:0.003864:0.006387:0.005221:0.003864:0.013748:0.008112:0.005637:0.008351:0.009405:0.009038:0.003864:0.007649:0.008128:0.003864:0.008351:0.009038:0.005413:0.005557:0.006770:0.005589:0.008128:0.004998:0.005190:0.005637:0.009038:0.009038:0.013525:0.009389:0.008175:0.005557:0.006770:0.005908:0.008734:0.007728:0.007393:0.007984:0.006467:0.003864:0.008575:0.007058:0.005381:0.008160:0.007808:0.006563:0.008064:0.009070:0.004375
by 92 (23%) to 492. The costs of a further eight full-time :@0.048828:0.241828:0.461418:0.241828:0.461418:0.231244:0.048828:0.231244:0.008655:0.007058:0.005205:0.008607:0.008782:0.006052:0.005301:0.009501:0.009405:0.014451:0.005301:0.005205:0.005413:0.009134:0.005301:0.008910:0.009070:0.008990:0.003465:0.006627:0.008367:0.008862:0.008351:0.005940:0.007058:0.008990:0.006563:0.005126:0.006563:0.005637:0.009357:0.004758:0.005637:0.006898:0.005637:0.004998:0.009293:0.005557:0.005700:0.009325:0.008575:0.005557:0.005876:0.008351:0.003673:0.009405:0.008750:0.005413:0.004758:0.004998:0.009038:0.003864:0.003864:0.006132:0.005413:0.003657:0.013748:0.008096:0.004375
equivalent staff were charged to capital  projects bringing :@0.048407:0.257506:0.458954:0.257506:0.458954:0.246921:0.048407:0.246921:0.008351:0.009405:0.009038:0.003864:0.007649:0.008128:0.003864:0.008351:0.009038:0.005413:0.005557:0.006770:0.005589:0.008128:0.004998:0.005190:0.004375:0.011928:0.008575:0.005557:0.008639:0.006052:0.007377:0.008670:0.008128:0.005317:0.009405:0.007984:0.009405:0.005892:0.005413:0.009038:0.005716:0.007058:0.007808:0.009165:0.003864:0.005205:0.007808:0.003864:0.004375:0.002427:0.009070:0.005381:0.009070:0.003864:0.007984:0.007138:0.005413:0.006515:0.006052:0.009070:0.005301:0.003864:0.008495:0.009070:0.003864:0.008575:0.009070:0.004375
our total to 500 full-time equivalent staff members.:@0.048407:0.272888:0.414468:0.272888:0.414468:0.262303:0.048407:0.262303:0.009165:0.008830:0.005381:0.005301:0.005413:0.009038:0.005205:0.008128:0.003641:0.005637:0.005413:0.009134:0.006467:0.008607:0.008607:0.008607:0.005605:0.004998:0.008862:0.003864:0.003864:0.006387:0.005221:0.003864:0.013748:0.008112:0.006052:0.008351:0.009405:0.009038:0.003864:0.007649:0.008128:0.003864:0.008351:0.009038:0.005413:0.005142:0.006770:0.005589:0.008128:0.004998:0.005190:0.006052:0.013445:0.008160:0.013445:0.009165:0.008351:0.005349:0.006563:0.003465
In addition, this year we have generated  £935k (£759k :@0.048828:0.295160:0.444907:0.295160:0.444907:0.284575:0.048828:0.284575:0.003449:0.007393:0.006467:0.008128:0.009405:0.009197:0.003864:0.005413:0.003864:0.009357:0.009038:0.003465:0.006100:0.005413:0.008702:0.003864:0.006563:0.004870:0.007728:0.008351:0.008128:0.005557:0.004950:0.012183:0.008734:0.006467:0.008734:0.007728:0.007393:0.007984:0.006052:0.009405:0.008080:0.009038:0.008112:0.005557:0.008128:0.005142:0.008351:0.009213:0.004375:0.002523:0.008990:0.009070:0.008990:0.009070:0.008239:0.005637:0.004822:0.009134:0.008990:0.009070:0.008990:0.008239:0.004375
in 2020/21) of income from commercial activity in :@0.048828:0.310542:0.407798:0.310542:0.407798:0.299957:0.048828:0.299957:0.003273:0.007569:0.006467:0.008830:0.008910:0.008830:0.008910:0.006227:0.008990:0.008910:0.004822:0.005764:0.009357:0.004758:0.005716:0.003864:0.009038:0.007010:0.009357:0.013333:0.008160:0.005716:0.004790:0.005557:0.009150:0.013525:0.006052:0.007377:0.009102:0.013748:0.013397:0.008351:0.005557:0.007185:0.003864:0.007904:0.003864:0.006387:0.008128:0.007377:0.005413:0.003625:0.007649:0.003864:0.005126:0.007728:0.005557:0.003114:0.007393:0.004375
respect of activities and services to other national :@0.048828:0.325924:0.402545:0.325924:0.402545:0.315339:0.048828:0.315339:0.005381:0.008160:0.006770:0.009022:0.008160:0.007377:0.005142:0.005205:0.009357:0.004758:0.005716:0.008128:0.007090:0.005413:0.003864:0.007361:0.003864:0.005205:0.003864:0.008160:0.006770:0.005589:0.007808:0.008655:0.008990:0.006387:0.006770:0.007936:0.005381:0.007473:0.003864:0.007138:0.008064:0.006770:0.004742:0.005413:0.009038:0.005716:0.009357:0.005413:0.008846:0.008351:0.005557:0.005589:0.009038:0.007776:0.005413:0.003864:0.009038:0.008830:0.008128:0.003641:0.004375
governments delivered by our Practitioner Performance :@0.048407:0.341305:0.445317:0.341305:0.445317:0.330721:0.048407:0.330721:0.009405:0.009357:0.007649:0.008351:0.005557:0.009038:0.013748:0.008351:0.009038:0.005413:0.006770:0.005732:0.009070:0.008064:0.003864:0.003529:0.007393:0.008064:0.005381:0.008064:0.009070:0.006467:0.008830:0.007313:0.005205:0.009070:0.009038:0.005333:0.006467:0.008942:0.005349:0.008128:0.007090:0.005413:0.003657:0.005413:0.003864:0.009038:0.009038:0.008016:0.005557:0.005956:0.008942:0.008351:0.005317:0.004998:0.009357:0.005317:0.013525:0.008128:0.009038:0.007122:0.008351:0.004375
Advice service. These activities made a surplus of £ 142k :@0.047567:0.356686:0.450161:0.356686:0.450161:0.346102:0.047567:0.346102:0.010299:0.009405:0.007649:0.003864:0.007617:0.008351:0.006100:0.006770:0.007936:0.005381:0.007473:0.003864:0.007138:0.008064:0.003465:0.006371:0.008367:0.008782:0.008351:0.006770:0.008080:0.005637:0.008128:0.007377:0.005413:0.003864:0.007409:0.003864:0.005205:0.003864:0.008351:0.006770:0.005557:0.013445:0.007904:0.009165:0.008160:0.005716:0.006802:0.006467:0.006770:0.008782:0.005557:0.009150:0.003864:0.008734:0.006770:0.005253:0.009357:0.005190:0.005637:0.007649:0.002858:0.007233:0.008990:0.008990:0.008239:0.004375
(15%) during the year as we have adapted to remote :@0.048407:0.372127:0.432830:0.372127:0.432830:0.361543:0.048407:0.361543:0.005301:0.009501:0.009405:0.014451:0.005301:0.005637:0.009165:0.008734:0.005381:0.003864:0.008575:0.009070:0.006052:0.005413:0.009038:0.008160:0.005205:0.007728:0.008351:0.008128:0.005557:0.005365:0.007728:0.006387:0.004870:0.012183:0.008734:0.006467:0.008734:0.007728:0.007393:0.007984:0.006052:0.008128:0.009022:0.007904:0.009165:0.005413:0.008112:0.009165:0.006052:0.005413:0.009134:0.006052:0.005301:0.007984:0.013285:0.008990:0.005413:0.007872:0.004375
delivery of educational services through the pandemic.:@0.048407:0.387806:0.435769:0.387806:0.435769:0.377222:0.048407:0.377222:0.009165:0.008160:0.003864:0.003864:0.007313:0.008351:0.005349:0.007728:0.005126:0.009357:0.004758:0.005637:0.008160:0.009405:0.009038:0.007185:0.008128:0.005237:0.003864:0.009357:0.008798:0.008128:0.003864:0.006419:0.006770:0.007936:0.005381:0.007393:0.003864:0.007138:0.008064:0.006770:0.005158:0.005413:0.009038:0.005557:0.009150:0.009038:0.009405:0.009038:0.005461:0.005413:0.009038:0.008160:0.006387:0.009389:0.007840:0.009038:0.009118:0.008160:0.013525:0.003864:0.007138:0.003465
The average administration cost of resolving claims :@0.047987:0.409722:0.415548:0.409722:0.415548:0.399138:0.047987:0.399138:0.008367:0.008862:0.008351:0.005940:0.008128:0.007425:0.008351:0.005349:0.008128:0.009181:0.008351:0.005605:0.008128:0.009181:0.013748:0.003864:0.008862:0.003864:0.006770:0.005413:0.005557:0.007888:0.005413:0.003864:0.009357:0.009038:0.006275:0.007377:0.008926:0.006770:0.005158:0.005716:0.009357:0.004758:0.005637:0.005381:0.007984:0.006563:0.008910:0.003864:0.007138:0.003864:0.008575:0.008990:0.006052:0.007377:0.003625:0.007904:0.003864:0.013365:0.006770:0.004375
has increased in recent years as a result of our :@0.048828:0.425401:0.380366:0.425401:0.380366:0.414816:0.048828:0.414816:0.008655:0.007728:0.006563:0.006052:0.003864:0.008734:0.007138:0.005381:0.008160:0.007808:0.006770:0.007936:0.009165:0.006467:0.003369:0.007904:0.006467:0.005557:0.008351:0.007185:0.008351:0.009038:0.005142:0.004375:0.007728:0.008351:0.007952:0.005557:0.006770:0.005653:0.007728:0.006387:0.005637:0.006802:0.006467:0.005381:0.008064:0.006770:0.008686:0.003864:0.005126:0.005301:0.009357:0.004758:0.005637:0.008990:0.008734:0.005301:0.004375
investment in staffing  in order to meet our widened :@0.048828:0.440782:0.421898:0.440782:0.421898:0.430197:0.048828:0.430197:0.003864:0.009038:0.007649:0.008351:0.006770:0.005413:0.013748:0.008351:0.008846:0.005413:0.005685:0.003273:0.007569:0.006467:0.006770:0.005413:0.008128:0.004726:0.004998:0.003864:0.008782:0.009405:0.004375:0.002443:0.003273:0.007569:0.006467:0.009165:0.005557:0.009150:0.008351:0.005349:0.004790:0.005413:0.009134:0.006052:0.013525:0.008160:0.008160:0.005413:0.005094:0.009357:0.009038:0.005381:0.004375:0.011768:0.003864:0.009405:0.008575:0.009038:0.008351:0.009581:0.004375
remit and objectives in tackling the broader drivers :@0.048828:0.456162:0.413419:0.456162:0.413419:0.445578:0.048828:0.445578:0.005381:0.008064:0.013445:0.003864:0.005126:0.005205:0.007808:0.008655:0.008990:0.006467:0.009357:0.009134:0.003864:0.008064:0.007377:0.005413:0.003689:0.007649:0.008064:0.006770:0.005589:0.003369:0.007984:0.005637:0.005413:0.007952:0.007377:0.007936:0.003864:0.003864:0.009038:0.009405:0.006084:0.005413:0.009038:0.008160:0.006052:0.009389:0.005557:0.009006:0.008128:0.009102:0.008160:0.005557:0.005205:0.009070:0.005381:0.003864:0.007233:0.008064:0.005381:0.006563:0.004375
of claims costs to minimise costs overall.:@0.048407:0.471604:0.333272:0.471604:0.333272:0.461019:0.048407:0.461019:0.009357:0.004758:0.005637:0.007377:0.003625:0.007904:0.003864:0.013365:0.006770:0.005493:0.007138:0.009070:0.006770:0.005078:0.006770:0.005078:0.005126:0.008990:0.006052:0.013748:0.003864:0.008686:0.003864:0.013445:0.003864:0.006563:0.008160:0.005637:0.007138:0.009070:0.006770:0.005078:0.006770:0.005493:0.008990:0.007393:0.008064:0.005381:0.007808:0.003864:0.003529:0.003465
As a proportion of the value of total claims :@0.047567:0.493818:0.358618:0.493818:0.358618:0.483233:0.047567:0.483233:0.010762:0.007058:0.005637:0.006802:0.006467:0.009165:0.005381:0.009070:0.009165:0.009070:0.005381:0.005413:0.003657:0.009070:0.008830:0.006467:0.009357:0.004758:0.004870:0.005413:0.009038:0.008160:0.005205:0.007649:0.008319:0.003864:0.009038:0.008351:0.005557:0.009357:0.004758:0.005205:0.005205:0.009070:0.005205:0.007904:0.003864:0.006307:0.007138:0.003864:0.007824:0.003864:0.013365:0.006770:0.004375
settlements, administration costs have increased :@0.048407:0.509199:0.394795:0.509199:0.394795:0.498615:0.048407:0.498615:0.006770:0.008527:0.005413:0.005413:0.003864:0.008351:0.013748:0.008351:0.009038:0.005413:0.006770:0.003465:0.006483:0.008128:0.009181:0.013748:0.003864:0.008862:0.003864:0.006770:0.005413:0.005557:0.007888:0.005413:0.003864:0.009357:0.009038:0.006275:0.007138:0.009070:0.006770:0.005078:0.006770:0.005924:0.008734:0.007728:0.007393:0.007984:0.006467:0.003864:0.008655:0.006978:0.005301:0.008064:0.007728:0.006563:0.007984:0.008990:0.004375
from  1.28% to  1.50%. Administration costs have :@0.047987:0.524641:0.406926:0.524641:0.406926:0.514056:0.047987:0.514056:0.004998:0.005557:0.009022:0.013525:0.004375:0.003689:0.009245:0.003784:0.009245:0.009245:0.014036:0.006467:0.005413:0.009134:0.004375:0.002858:0.009405:0.003864:0.009325:0.009325:0.014291:0.003784:0.006052:0.010507:0.009405:0.013956:0.003864:0.009038:0.003864:0.006770:0.005716:0.005557:0.008128:0.005653:0.003864:0.009357:0.009213:0.006467:0.007058:0.008990:0.006563:0.005126:0.006563:0.006052:0.008734:0.007728:0.007393:0.007984:0.004375
increased at a faster rate than claims payments.:@0.048828:0.540023:0.386577:0.540023:0.386577:0.529438:0.048828:0.529438:0.003864:0.008734:0.007138:0.005381:0.008160:0.007808:0.006770:0.007936:0.009165:0.006387:0.007808:0.005126:0.005637:0.006898:0.005637:0.004998:0.008367:0.006770:0.005589:0.008575:0.005557:0.005700:0.005557:0.007808:0.005205:0.008064:0.005301:0.005413:0.009038:0.008128:0.008846:0.006467:0.007377:0.003864:0.007840:0.003864:0.013445:0.006770:0.005669:0.009389:0.007840:0.007728:0.013541:0.008160:0.009038:0.005158:0.006770:0.003465
We have continued to expand our operations this year :@0.488512:0.152625:0.881398:0.152625:0.881398:0.142041:0.488512:0.142041:0.014914:0.008351:0.006563:0.008734:0.007728:0.007393:0.007984:0.006052:0.007377:0.009181:0.009038:0.005413:0.003864:0.008830:0.009038:0.008112:0.009405:0.005637:0.005413:0.009038:0.005716:0.008351:0.007329:0.009022:0.008128:0.008686:0.009405:0.005892:0.009357:0.009038:0.005557:0.005126:0.009357:0.009389:0.008351:0.005349:0.008128:0.005237:0.003864:0.009357:0.009038:0.006563:0.005205:0.005413:0.009038:0.003864:0.006770:0.004375:0.007728:0.008351:0.007904:0.005557:0.004375
to handle the historical claims taken on from  MPS :@0.488932:0.168007:0.848270:0.168007:0.848270:0.157422:0.488932:0.157422:0.005413:0.009038:0.005716:0.009038:0.007936:0.009038:0.009118:0.003864:0.008160:0.005301:0.005413:0.009038:0.008080:0.006467:0.008734:0.003864:0.006467:0.005413:0.008958:0.005381:0.003864:0.007058:0.007808:0.003864:0.006387:0.007138:0.003864:0.007824:0.003864:0.013365:0.006770:0.005158:0.005413:0.007952:0.007936:0.008351:0.009038:0.006435:0.008575:0.008399:0.006052:0.004998:0.005557:0.009022:0.013525:0.004375:0.002427:0.013365:0.008239:0.007904:0.004375
in April 2021  and the increasing volume of claims :@0.489688:0.183686:0.846647:0.183686:0.846647:0.173101:0.489688:0.173101:0.003273:0.007649:0.005637:0.010299:0.009197:0.005557:0.003864:0.003864:0.006387:0.008239:0.008319:0.008239:0.008239:0.004375:0.004535:0.007808:0.008575:0.008990:0.006052:0.005413:0.009038:0.008160:0.006052:0.003864:0.008655:0.007138:0.005381:0.008160:0.007808:0.006770:0.003657:0.008830:0.009165:0.005637:0.007649:0.009357:0.003864:0.009038:0.013748:0.008351:0.005653:0.009357:0.004758:0.005637:0.007377:0.003545:0.007808:0.003864:0.013189:0.006563:0.004375
being  received from the maturing CNSGP scheme. :@0.489688:0.199068:0.850766:0.199068:0.850766:0.188483:0.489688:0.188483:0.008910:0.007904:0.003609:0.008575:0.008910:0.004375:0.002523:0.005381:0.007984:0.007058:0.008064:0.003864:0.007138:0.007984:0.008990:0.005637:0.004998:0.005557:0.009357:0.013748:0.005509:0.005413:0.009038:0.008160:0.006052:0.013748:0.007936:0.005413:0.008782:0.005557:0.003689:0.009038:0.009118:0.006467:0.009884:0.011944:0.008479:0.011130:0.008942:0.005685:0.006770:0.007185:0.009038:0.008016:0.013525:0.008160:0.003465:0.004375
General  practice indemnity scheme claims require :@0.489688:0.214449:0.846264:0.214449:0.846264:0.203865:0.489688:0.203865:0.010954:0.008351:0.008766:0.008351:0.005557:0.007856:0.003864:0.004375:0.002427:0.009389:0.005317:0.007904:0.007377:0.005413:0.003689:0.007377:0.008000:0.006467:0.003864:0.009038:0.009197:0.008351:0.013493:0.009038:0.003864:0.005413:0.007489:0.005301:0.006770:0.007090:0.009038:0.008112:0.013748:0.008096:0.006052:0.007138:0.003864:0.007824:0.003864:0.013365:0.006770:0.005924:0.005381:0.007984:0.008990:0.008734:0.003864:0.005126:0.007984:0.004375
more activity from our staff compared to claims against :@0.489688:0.229831:0.887923:0.229831:0.887923:0.219247:0.489688:0.219247:0.013285:0.008990:0.005301:0.007984:0.005637:0.008128:0.007377:0.005413:0.003625:0.007649:0.003864:0.005126:0.007728:0.004710:0.004998:0.005557:0.009022:0.013525:0.006467:0.009165:0.008830:0.005381:0.005205:0.006770:0.005589:0.008128:0.004998:0.005190:0.005637:0.007138:0.009070:0.013525:0.009165:0.008128:0.005317:0.008351:0.009134:0.006052:0.005413:0.009134:0.005637:0.007377:0.003625:0.007904:0.003864:0.013365:0.006770:0.005493:0.008128:0.009181:0.008128:0.003641:0.009038:0.006595:0.005413:0.004375
secondary care providers as the latter have legal teams :@0.489268:0.245271:0.881755:0.245271:0.881755:0.234687:0.489268:0.234687:0.006770:0.008351:0.007377:0.009102:0.009038:0.009197:0.008128:0.005557:0.007489:0.005301:0.007377:0.007744:0.005381:0.008064:0.006052:0.009165:0.005381:0.008990:0.007393:0.003864:0.008990:0.008064:0.005381:0.006563:0.005637:0.007728:0.006387:0.005205:0.005413:0.009038:0.008160:0.006052:0.003864:0.008128:0.005237:0.005413:0.008351:0.005317:0.005637:0.008830:0.007904:0.007473:0.008064:0.006052:0.003609:0.007808:0.008830:0.007649:0.003609:0.006052:0.005413:0.008351:0.007840:0.013748:0.006595:0.004375
to support with the administration of the claim.:@0.488932:0.260653:0.827496:0.260653:0.827496:0.250069:0.488932:0.250069:0.005413:0.009038:0.005301:0.006770:0.009038:0.009389:0.009181:0.009357:0.005349:0.005413:0.004375:0.011976:0.004040:0.005637:0.009405:0.006052:0.005413:0.009038:0.008160:0.005637:0.008128:0.009405:0.013397:0.003864:0.009038:0.003864:0.006770:0.005413:0.005557:0.008128:0.005413:0.003864:0.009357:0.009038:0.006084:0.009357:0.005190:0.004790:0.005413:0.009038:0.008160:0.006052:0.007058:0.003864:0.007728:0.003864:0.013285:0.003465
We have launched a  programme of change in  respect :@0.488512:0.282866:0.876080:0.282866:0.876080:0.272282:0.488512:0.272282:0.014914:0.008351:0.006563:0.008734:0.007728:0.007393:0.007984:0.006467:0.003864:0.007904:0.008830:0.009038:0.007010:0.009038:0.008016:0.009405:0.006307:0.006802:0.004375:0.002523:0.009389:0.005557:0.009086:0.009405:0.005301:0.008128:0.013301:0.013525:0.008160:0.006052:0.009357:0.004758:0.005301:0.007377:0.009038:0.008128:0.009038:0.009405:0.008351:0.006323:0.003273:0.007649:0.004375:0.002427:0.005301:0.007984:0.006563:0.009070:0.007984:0.007138:0.005205:0.004375
of our business model for claims delivery which we :@0.489268:0.298248:0.856366:0.298248:0.856366:0.287664:0.489268:0.287664:0.009357:0.004758:0.005301:0.009357:0.009038:0.005557:0.005461:0.009389:0.008591:0.006770:0.003657:0.008734:0.008160:0.006563:0.006770:0.005924:0.013189:0.008910:0.008990:0.007984:0.003864:0.005892:0.004998:0.009549:0.005557:0.005285:0.007377:0.003864:0.007840:0.003864:0.013525:0.006770:0.005158:0.009405:0.007984:0.003864:0.003864:0.007313:0.008351:0.005349:0.007728:0.004375:0.011768:0.009405:0.004040:0.007649:0.009405:0.005205:0.012183:0.008830:0.004375
anticipate will  increase our administration costs further, :@0.489268:0.313926:0.886306:0.313926:0.886306:0.303341:0.489268:0.303341:0.008128:0.008766:0.005413:0.003864:0.007377:0.003864:0.009389:0.008128:0.005413:0.008351:0.005174:0.011545:0.003864:0.003864:0.004088:0.004375:0.002523:0.003864:0.008655:0.007058:0.005381:0.008160:0.007808:0.006770:0.007936:0.006052:0.009070:0.009038:0.005333:0.005637:0.008128:0.009181:0.013748:0.003864:0.008862:0.003864:0.006770:0.005413:0.005557:0.007888:0.005413:0.003864:0.009357:0.009038:0.006371:0.007058:0.009070:0.006770:0.005078:0.006770:0.004742:0.004998:0.009038:0.005381:0.005413:0.009038:0.008080:0.005557:0.003465:0.004375
but will deliver financial  benefits from reduced  NHS legal :@0.489688:0.329367:0.897009:0.329367:0.897009:0.318783:0.489688:0.318783:0.009070:0.008734:0.005205:0.004375:0.011545:0.003864:0.004088:0.003864:0.006563:0.009165:0.008160:0.003864:0.003864:0.007313:0.008351:0.005269:0.004870:0.004998:0.003864:0.009213:0.008128:0.009038:0.007377:0.003864:0.008128:0.003864:0.004375:0.002459:0.009389:0.008351:0.009038:0.008096:0.004998:0.003864:0.005413:0.006563:0.005205:0.004998:0.005557:0.009022:0.013525:0.006387:0.005301:0.008064:0.009165:0.008830:0.007138:0.008064:0.009165:0.004375:0.002427:0.010922:0.010427:0.007728:0.006467:0.003609:0.007728:0.008655:0.007473:0.003529:0.004375
costs. We have also progressed with the implementation :@0.489268:0.344749:0.896014:0.344749:0.896014:0.334164:0.489268:0.334164:0.007058:0.009070:0.006770:0.005078:0.006770:0.003225:0.006052:0.014914:0.008351:0.006563:0.008734:0.007728:0.007393:0.007984:0.006052:0.007904:0.003864:0.006307:0.008990:0.006052:0.008990:0.005301:0.008990:0.009070:0.005301:0.007984:0.006563:0.006563:0.007984:0.009070:0.005205:0.011928:0.004040:0.005716:0.009405:0.006052:0.005413:0.009038:0.008160:0.006052:0.003864:0.013748:0.009118:0.003864:0.008351:0.013509:0.008351:0.009038:0.005221:0.008128:0.005237:0.003864:0.009357:0.009038:0.004375
phase of a replacement of our core IT operating systems, :@0.489688:0.360131:0.898015:0.360131:0.898015:0.349546:0.489688:0.349546:0.009070:0.008734:0.007904:0.006563:0.008064:0.005637:0.009357:0.005190:0.005301:0.006802:0.006467:0.005557:0.008351:0.009389:0.003864:0.008128:0.007377:0.008351:0.013748:0.008351:0.009038:0.005413:0.005221:0.009357:0.004758:0.005637:0.009070:0.009038:0.005333:0.005637:0.006978:0.008830:0.005301:0.007904:0.006467:0.003705:0.007233:0.005205:0.009357:0.009213:0.008351:0.005349:0.008128:0.005237:0.003864:0.009038:0.009405:0.005924:0.006770:0.007425:0.006563:0.005413:0.008112:0.013445:0.006563:0.003465:0.004375
as well as other IT and digital projects to enhance our :@0.489268:0.375513:0.874857:0.375513:0.874857:0.364928:0.489268:0.364928:0.007473:0.006307:0.004790:0.011768:0.008575:0.003864:0.004040:0.006467:0.007473:0.006211:0.005637:0.009357:0.005413:0.008846:0.008351:0.005557:0.006100:0.003705:0.007138:0.005301:0.007808:0.008575:0.008990:0.006467:0.009165:0.003864:0.008910:0.003864:0.005046:0.007808:0.003864:0.006722:0.008990:0.005381:0.008990:0.003864:0.007824:0.007138:0.005413:0.006435:0.005205:0.005413:0.009134:0.005637:0.008351:0.009038:0.009038:0.008128:0.009038:0.007377:0.008351:0.006068:0.008990:0.008655:0.005301:0.004375
infrastructure and analytical capabilities. Corporate :@0.489688:0.390894:0.855924:0.390894:0.855924:0.380310:0.489688:0.380310:0.003864:0.009038:0.004998:0.005557:0.008128:0.006770:0.005413:0.005557:0.009038:0.007377:0.005413:0.009038:0.005557:0.008351:0.005988:0.007808:0.008575:0.008990:0.006467:0.008128:0.008686:0.008128:0.003864:0.007505:0.005413:0.003657:0.007377:0.008128:0.003657:0.006052:0.007377:0.007840:0.009389:0.008128:0.009213:0.003864:0.003864:0.003864:0.005413:0.003864:0.008128:0.006770:0.003465:0.006738:0.009884:0.009533:0.005557:0.009389:0.009357:0.005557:0.008383:0.005413:0.008351:0.004375
support costs have also increased  in  relation to provision :@0.489268:0.406572:0.893826:0.406572:0.893826:0.395988:0.489268:0.395988:0.006770:0.009038:0.009150:0.009389:0.009022:0.005557:0.005205:0.005637:0.007138:0.009070:0.006770:0.005078:0.006770:0.005493:0.008830:0.007904:0.007473:0.008064:0.005637:0.008128:0.003641:0.006563:0.009070:0.005716:0.003864:0.008734:0.007058:0.005381:0.008160:0.007808:0.006770:0.007936:0.009165:0.004375:0.002523:0.003273:0.007649:0.004375:0.002427:0.005381:0.007984:0.003864:0.007728:0.005205:0.003864:0.008910:0.008734:0.006052:0.005413:0.009038:0.006052:0.008990:0.005205:0.008830:0.007233:0.003609:0.006467:0.003609:0.008830:0.008575:0.004375
of actuarial advice on our expanded range of indemnity :@0.489268:0.422013:0.890298:0.422013:0.890298:0.411429:0.489268:0.411429:0.009357:0.004758:0.005301:0.008128:0.007170:0.005413:0.009038:0.007904:0.005557:0.003864:0.008128:0.003864:0.006243:0.008128:0.009102:0.007649:0.003864:0.007058:0.008351:0.005509:0.008575:0.008319:0.006467:0.009070:0.009038:0.005333:0.005637:0.008351:0.007106:0.009165:0.008128:0.008686:0.009405:0.008080:0.009405:0.006738:0.005381:0.008128:0.008686:0.009165:0.008160:0.005637:0.009357:0.005190:0.005637:0.003864:0.009038:0.009038:0.008351:0.013493:0.009038:0.003657:0.005413:0.007537:0.004375
schemes, and to assist with the delivery of the objectives :@0.489268:0.437455:0.896860:0.437455:0.896860:0.426870:0.489268:0.426870:0.006770:0.007377:0.009038:0.008080:0.013748:0.008351:0.006563:0.003465:0.006451:0.007808:0.008575:0.008990:0.006052:0.005413:0.009134:0.005637:0.007808:0.006467:0.006563:0.003864:0.006387:0.005205:0.004870:0.011768:0.003864:0.005716:0.009325:0.006052:0.005413:0.009038:0.008080:0.006052:0.009405:0.007904:0.003864:0.003864:0.007233:0.008160:0.005381:0.007473:0.005205:0.009357:0.005190:0.004870:0.005413:0.009038:0.008160:0.005637:0.009165:0.009389:0.003641:0.008160:0.007377:0.005221:0.003864:0.007393:0.008160:0.006770:0.004375
of a growing and increasingly complex organisation.:@0.489268:0.452776:0.860438:0.452776:0.860438:0.442191:0.489268:0.442191:0.009357:0.004758:0.005301:0.006802:0.006467:0.009405:0.005557:0.009165:0.011545:0.003864:0.009038:0.009165:0.006387:0.007808:0.008655:0.008990:0.006467:0.003864:0.008830:0.007377:0.005317:0.008351:0.007952:0.006770:0.003864:0.008862:0.009405:0.003625:0.007728:0.005126:0.007377:0.009357:0.013748:0.009389:0.003864:0.008351:0.007329:0.005126:0.009357:0.005557:0.009405:0.007952:0.009038:0.003864:0.006595:0.008128:0.005413:0.003864:0.009150:0.009038:0.003465
Figure 17::@0.048828:0.597696:0.124481:0.597696:0.124481:0.586554:0.048828:0.586554:0.008404:0.004774:0.009850:0.009833:0.006387:0.008740:0.006471:0.008320:0.008320:0.004555
Administration spend as a percentage of annual total claims settlement costs:@0.047987:0.614562:0.649786:0.614562:0.649786:0.603421:0.047987:0.603421:0.011598:0.010673:0.015379:0.004286:0.010169:0.004286:0.007564:0.006051:0.006135:0.009160:0.006051:0.004286:0.010505:0.010085:0.006387:0.007127:0.009883:0.008791:0.009513:0.009900:0.006471:0.008152:0.006723:0.005715:0.007648:0.006471:0.010421:0.009076:0.006135:0.008068:0.009160:0.009917:0.005967:0.008824:0.010337:0.009160:0.006051:0.010505:0.005631:0.005295:0.009076:0.010001:0.010001:0.010001:0.009076:0.004286:0.005631:0.006051:0.010589:0.006135:0.009160:0.004370:0.006471:0.007765:0.004252:0.008740:0.004068:0.014758:0.007127:0.005732:0.007480:0.009244:0.006051:0.006051:0.004286:0.009329:0.015295:0.009329:0.010001:0.006051:0.005631:0.007396:0.009497:0.006723:0.005463:0.007127
Financial year:@0.463905:0.956147:0.547501:0.956147:0.547501:0.947234:0.463905:0.947234:0.006548:0.003819:0.007530:0.006979:0.007651:0.006132:0.003819:0.006764:0.003617:0.004034:0.007234:0.007059:0.007059:0.005352