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🚨 Important Change to Appointments – Effective from 10th March 2025

Please read the following information carefully.

Starting 10th March 2025, we are introducing SystmConnect, our new Total Triage and online consultation platform, designed to enhance communication with patients and improve access to healthcare. This new system will ensure that all patient requests undergo a triage process, enabling quick and convenient consultations with the appropriate clinician.

Transition Period and Appointment Process

Between now and 10th March, online bookable appointments will not be available as we prepare for this change.

  • Routine Appointments: Available by calling at 8 AM for same-day scheduling.
  • Emergency Appointments: Once routine appointments are fully booked, only urgent same-day emergency slots will be available with the duty doctor.
  • Follow-up Appointments: If your doctor provides you with a follow-up slip, please hand it to our Care Navigators at the front reception desk. We will contact you to schedule your appointment.

We appreciate your patience and understanding as we implement this nationally mandated change, which applies to all NHS GP practices.

Accessing Our Services

Starting from the 10th March – The form can be accessed via SystmOnline or our website as the main way to request appointments and services.

1. Online Form (Fastest Option)

  1. Visit our website or the NHS App to fill out our SystmConnect Total Triage form.
  2. Provide details about your health issue, including any relevant photos.

2. Phone Help

  1. If you can’t go online, call us on 01767 312441.
  2. Our Care Navigation team will assist in completing the form for you.

3. Walk-in Assistance

  1. Visit the practice, and our Care Navigation team will help you complete the SystmConnect Total Triage form.

What Happens After Submitting the Form?

  1. The Triage Team reviews all requests on the same day to determine the most appropriate care.
  2. You will receive a text or phone call within 36 working hours, based on the urgency of your case.
  3. If urgent, you will be contacted the same day to arrange an appointment.

Triage ensures that limited healthcare resources are allocated to patients who need them most urgently. By prioritising patients, triage reduces waiting times for those with urgent medical needs. Patients receive timely care, leading to better outcomes.

What Will Stay the Same?

  • Patients requiring routine annual reviews for conditions like asthma, diabetes, and hypertension should continue booking as normal.
  • Repeat prescriptions remain available via the NHS App or SystmOnline.
  • In a life-threatening emergency, call 999.
  • For urgent but non-life-threatening issues, call NHS 111.
  • A&E may not accept patients with ongoing GP-managed conditions and may refer them back to us.

Benefits of Total Triage

This system is an NHS requirement designed to:

  1. Prioritise urgent cases, ensuring patients with the greatest need are seen first.
  2. Improve access to care by utilising the full Practice Team.
  3. Reduce the 8 AM rush for phone and walk-in bookings.
  4. Ensure you see the right healthcare professional, improving efficiency and safety.
  5. Improve patient safety as triage helps to identify high-risk patients early, allowing healthcare providers to intervene promptly. This prevents complications and reduces the risk of adverse events.
  6. Streamline patient flow within the practice, making the process more organised and efficient.
  7. Access care anytime, anywhere from any device. Unlike a phone call, you can complete a Total Triage form at your own pace.
  8. Request sick notes and test results—a clinician will advise if you need an appointment, saving you time.
Frequently asked questions (FAQ)

1. What if my problem is urgent?

Primary Care is not an emergency service. If you are concerned about a very urgent condition such as a possible stroke, heart attack, or seizure, you should ring 999. If you believe your request to be urgent, please state this on the form as this will help us get to your request more quickly. If we receive your online consultation after 6 PM, it will be dealt with the next working day.

2. How do I request a repeat prescription?

You can continue to do this via the usual methods – by handing in a paper request, requesting via the NHS app, or using your SystmOnline access. These services allow you to see a list of your recent and repeat medications, making the process easier and safer than typing in the medications manually. You can also request your medication through an online consultation.

3. What do I do if I haven’t got access to a smartphone or computer?

We have found that most of our patients do have access to the internet, and those who don’t or who are unable to use it tend to ask a relative or carer to ring us on their behalf. For those patients, their relative or carer can fill in the form for them. However, for the few patients for whom neither of these options are practical, one of our Care Navigators will take the details over the phone and fill in the form on their behalf.

4. What if I don’t want to give the reason for my request? Can I just write ‘personal’?

We need all patients to provide as much information as possible about their request or problem. This helps us use our limited capacity to best serve our patient population in a fair and effective way. Forms with insufficient detail for us to make a safe decision will be replied to with a request for more information, which may result in the form being returned to the start of the queue.

5. What if I have more than one issue?

If you have multiple problems, it is best to submit more than one request to ensure we have enough information about each concern.

6. How do I request a home visit?

Home visits are reserved for patients who are completely housebound, meaning they are unable to leave the house for any reason. If this applies to you or the person you are submitting a request for, please state on the form that a home visit is required.

7. What if I really don’t like this system?

We understand that adjusting to a new system takes time, and we appreciate your patience. GP practices across the country are moving to a ‘Modern General Practice’ model to make it easier for patients to get the care they need. This change is part of a national NHS plan, and all practices must switch to this system by 31st March 2025. We believe that once patients get used to it, the system will be more convenient and efficient. With high demand and limited NHS resources, this change will help us continue to provide the best care possible. If you need help using the new system, our team is here to support you.

8. Is this system NHS approved?

Yes, Patient Triage has been assessed by NHS Digital and meets the requirements for an online consultation solution on the GP IT Futures framework. This includes assessments of how data is used and stored in line with GDPR regulations.

9. What if I have trouble using the new system?

We understand that some patients may need support adjusting. If you require assistance, please speak with our team.

10. How will the practice respond to my request?

  • If an appointment is needed, you will be contacted by our Care Navigation Team.
  • If urgent, you will be contacted the same day.
  • Some queries may be resolved via text, email, or referral to another service.
  • You may be booked with a specialist, such as a physician associate, nurse, pharmacist and social prescriber.

11. Can I walk in to book an appointment?

We strongly advise against walking in to book an appointment. If you come to the surgery, reception will ask you to fill in a request form, which will then be reviewed by a GP. This does not mean you will be seen immediately. You will still need to wait to hear back about the next steps, just as you would if you submitted your request online or by phone.

To save time and avoid an unnecessary trip, we recommend submitting your request through our usual channels. If you need help doing this, our team is happy to assist.

12. How quickly will I receive a response?

We prioritise urgent cases using a traffic light system:

  • Urgent requests are handled the same working day.
  • Routine requests are typically managed within 2 working days, often sooner.

13. Do all appointments need to be booked online?

No, you can still book appointments with our nursing and HCA team (e.g., for annual reviews, blood tests, and wound care) over the phone.