Templates and resources

Continuity focus groups

The documents will help you to run and analyse continuity of care focus groups.

Waiting room chat

Practices have found chatting with patients in the waiting room can be insightful, the download includes questions to ask.

Reception desk audit

A short audit that helps understand patient behavior when booking appointments.

Patient participation group

Designed with the support of Bristol patients, a slide deck and guide to kick start continuity of care conversations with your PPG.

Frequent Attenders

Some thought on ways of working with frequently attending patients (based on work with Bristol practices and GP experiences) and ideas on how to manage those patients that make the GPs heart sink.

How to map a process

The toolkit shares the common process to map for continuity and their rationale. The guide provides you with all you need to know about process mapping:

  • What it is
  • How to map the current process
  • How to analyse to identify improvements (editable tables in appendix)
  • How to create a future process map
  • Example of a GP Practice's appointment booking process (current and future state maps)

Also available to download is a template (an A3 Power Point slide) to record your map electronically - a panoramic photo can be just as good a record of your map.

EMIS / Vision and System One new patient registration process 

When process mapping there were some discrepancies between what was understood by practices and what happens in EMIS on patient registration that you might find useful too.

Continuity project proposal template

A Project proposal outlines what the practice is doing to share with others.

Pixar framework examples

The Pixar framework is a storyboard formula you can follow to share your continuity of care aims, hopes and plans.

Driver diagram

The driver diagram has identified the drivers which will affect accomplishing an aim to improve continuity of care and the interventions that affect the identified drivers for you to edit.

Measures explained

An explanation of the Continuity of Care key measures with worked examples.

One care usual GP tool

The Usual GP Tool uses EMIS / vision and system one searches to measures continuity of care at your practice.

Idea generation

Idea generation is explained within the toolkit, a table for 6 Thinking Hats for focussed discussion is shared as a download.

Following changes to update the Usual GP field or flagged patient cohorts, the download table will assist you to consider processes that will support maintenance/encouragement of continuity.

Valentine Report

The report from a fellow project site in the Health Foundation programme specifically mentioned in the toolkit.

Reception team guide to continuity of care

Some hints and tips from Reception Team colleagues.

Using EMIS to promote continuity and other GP systems

Download a guide to how EMIS can be used to promote continuity e.g. flags, prompts, templates, online booking restrictions, patient list reports.

Continuity communication materials

Communication materials to promote continuity of care to your patients.


There are 2 PDSA templates available to download. Download them both and see which works for you.

Continuity plan template

A template for your own practice plan. It includes an example from one of the practices.

After action review

The available download is a suggested set of ground rules.

GP Practice Stories

Hear from GP practices about their continuity of care journey. As these are collected, more will be added.