New Appointment Hub launches 13 May 2024 – Getting the Right Appointment, First Time.

Posted by: lindsaygollin - Posted on:

From May 13th, 2024, we are implementing a new system for handling GP appointment requests to better manage the increasing demand in general practice.

We know from your feedback that we have not had the best systems in place to deal with this rising demand for GP Appointments. We have heard your frustration at long phone queues in the morning and the inconsistent availability of PATCHS. We agree that it should not be necessary to come to the practice to get in touch.

From 13th May, all requests for GP care will go through our online PATCHS system. The PATCHS system will be open from 7:30am daily, allowing you to submit requests online before the practice opens, via the NHS App, computer or smartphone. You can submit requests in other languages which will be auto-translated. For those unable to access online, our Telephone Assistant can collect request details over the phone or support can be provided by our Reception team.

A clinician-led team of trained staff will review all submitted requests equitably. Based on clinical need, they will recommend the most appropriate next step – scheduling an appointment with a GP or other healthcare professional, providing advice/guidance, or directing you to an alternate suitable service.

This new triage process aims to ensure:

  • Those with the greatest clinical need are prioritized for GP time
  • All requests receive a timely and appropriate response
  • The ability to submit requests easily online or via telephone from 7:30am
  • Convenience of online access for prescriptions, sick notes, test results etc…
  • Option to submit requests on behalf of others you care for
  • No more phone queues in the morning or having to come to Reception in person

Our reception team will still be able to directly book appointments with our nurses and healthcare assistants.

We are implementing this system to manage workloads safely and effectively while delivering the right care. In June, we are also launching a new telephone system – more details on our website soon.

We appreciate your understanding as we make these changes to optimise access to GP services for our community. Please keep an eye on the website for more information and updates over the next few weeks.