The team at The Project Surgery felt that one of the reasons why the phones were busy and patients struggling to get through was because of a low uptake of patients booking appointments online.

Farzana talks about how measurement and the use of objective data demonstrated there was an issue and what the team planned to do to address this. By undertaking further measurement the team would then know whether the improvements they made were making a difference.

Farzana learned about measurement for improvement when she participated in the General Practice Improvement Leaders programme, the programme is part of the support available through the General Practice Forward View.