Telephony and Appointment Booking

Telephony and Appointment Booking 

Directly bookable appointments – guidance for practices, NHS England, 2022. 

Guidance on contractual requirements for online appointment booking. Includes 

  • Definition of ‘directly bookable’ 
  • Types of directly bookable appointments 


How to calculate telephone capacity, Primary Care Foundation. 

Online tools for calculating the capacity required to ensure good telephone response, including online calculators, free excel add-ins and modelling tools. 


Getting Started: Redesigning Appointment Systems, Primary Care Improvement Connect.

(Access to Primary Care Improvement Connect required. Request access here). 

From the Getting Started Series on Primary Care Improvement Connect, a guide to redesigning appointment systems, including a worksheet and webinar.