One Care (BNSSG) CIC published a research piece by Thomas Ableman discussing customer satisfaction beyond reliability metrics.

One Care is the general practice (GP) federation for Bristol, North Somerset, and South Gloucestershire (BNSSG) and the representative body for general practice in our health system. We help our member practices and Primary Care Networks (PCNs) run strong, sustainable businesses by providing practical support, cost-savings and expertise across finance, digital, operations, business intelligence, human resources (HR) and communications. Alongside our support services, we represent general practice through our membership of the BNSSG Integrated Care Board (ICB) and our GP Collaborative Board (GPCB), which provides a forum for general practice to shape system priorities and influence decisions. Our 15 Clinical Leads provide leadership to support integration between general practice, community and acute services. We also deliver projects and programmes that support innovation, improve ways of working, or solve challenges faced by general practice and their patients. As a Community Interest Company (CIC), we only take on contracts that benefit general practice and surplus income is reinvested into member services and helps keep our subscription fees as low as possible. Our 66 member practices care for nearly a million people and span inner city, rural and coastal areas of affluence and high deprivation. As one of the largest GP federations in the UK, we have a deep understanding of the shared challenges and opportunities faced by general practice, and their diverse perspectives. This makes us well-placed to convene and speak on behalf of general practice, locally and nationally.