Recently, we needed to change our appointment system to fulfill the new contract imposed by NHS England and the government. Every contact with the surgery needs to have an outcome, which means a patient should receive an assessment of need, an appointment, or be signposted to a more appropriate service at the end of the contact. The assessment of need requires the patient to provide details of the reason for their call to allow clinician to assess the need. As there has now been yet another change at the practice, we wish to see how these changes affect our patient’s satisfaction with the services provided.
