From 3rd July 2024, we will be implementing a new system for handling all requests into the practice, to better manage the increasing demand in general practice.
We know from your feedback that since the merger of our practices last November, we have not had the best systems in place to deal with the rising demand for GP appointments. We have heard your frustration at the long queues on the phones and the difficulty in using our digital platform, PATCHs. So that we can meet your needs more fully, we are implementing some new initiatives and making changes to the way we work to make sure you get the #Right Care First Time
This will be a step-by-step process with various changes implemented over the coming weeks, culminating in a move to our Triage Hub model from 3rd July 2024.
- From 3rd June 2024 you will be able to submit requests via PATCHs in languages other than English, which will then be translated for our staff to process. More information is available at What is Patchs Translate? (DOCX, 356KB)
- From 3rd June 2024 you will be able to submit requests via PATCHS using our Telephone Assist option by calling the usual practice number. This system will guide you through the process and create a request which will then be processed by our staff. More information is available at Patchs Telephone Assistant (DOCX, 285KB)
- During June we will be running digital drop-in sessions at each of our sites, where you can come into the practice and get support with downloading and accessing the NHS App and PATCHs. More information is available at Digital Support Sessions (PDF, 1.52MB)
From 3rd July 2024 we will move to our GP Triage Hub model of care. 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.
For urgent clinical requests you will get a phone call on the same day. If your request is not urgent, you will be offered an appointment within the next 7 or 14 days, depending on the urgency. In this case you will be sent a link via PATCHs allowing you to choose from appointments on different days, at different times and at the site you prefer to attend.
This new process aims to ensure:
- Those with the greatest clinical need are prioritised for GP time
- All requests are treated equally and receive a timely and appropriate response
- The ability to submit request easily online (from 8am) and via the telephone
- Option to submit requests on behalf of others you care for
- No more phone queues in the morning or having to come to the practice in person
We are implementing this system to manage workloads safely and effectively, while still delivering the right care. We appreciate your understanding as we make these changes to optimise access to GP services for our patients.
Useful information can be found by following the links below: