24/03/2026
📣Important changes to the Online Consultation Platform at Overdale Medical Practice
Dear Patients,
In October last year, GP practices were required to introduce an online consultation system as part of new national NHS requirements. We introduced Rapid Health to meet this requirement and would like to thank everyone who has taken the time to use it and share their feedback.
After using Rapid Health for around six months, it has become clear that this system does not work well for our patients or our practice. We have therefore been looking for an option that meets NHS requirements while being more suitable for our community.
From Monday 30th March 2026, Rapid Health will be removed. We will be moving to a new online platform, which some of you may recognise from previous use. The questionnaire has been updated to allow routine or non-urgent appointment requests, as well as administrative requests. Urgent requests must be made by telephone.
Patients will be able to request routine or non-urgent appointments by: -
· Using 'Request an Appointment' tab on our website, or
· Calling the surgery, as before.
Rapid Health vs SystmConnect
· The template is much more user friendly and has been tried and tested by our Patient Participation Group (PPG)
· You will be able to request appointments for GP's/ANP's/Pharmacists/Nurses/Long term condition reviews and much more
What it can't do –
It will not offer an appointment straight away. Instead, your request will be sent to our reception team, who will contact you within 2 working days by email, text, or telephone. This helps ensure you are directed to the most appropriate appointment for your needs.
🤝Working together to provide the best care
We want to provide the best possible care for all our patients. One of the most important ways we can do this is by working together and using NHS services appropriately.
Many common health problems can be safely managed at home with good self-care or by following trusted NHS advice. Understanding when a problem is genuinely urgent helps us make sure that patients who need same-day medical care can be seen quickly.
Using the right service at the right time:
· Helps protect urgent appointments for those who really need them
· Reduces waiting times
· Supports safer, more responsive care for everyone
Your GP team is always here to help, but looking after your health is a shared responsibility. Checking NHS advice, considering whether your problem is urgent, and choosing the most appropriate service all help the practice run safely and effectively.
- Using NHS advice and local services
The NHS website https://www.nhs.uk/conditions/ is a reliable starting point for many health concerns. It provides clear guidance, and advice on when to seek further help. For example, many flu-like illnesses can be managed at home, and NHS guidance explains what symptoms to expect and when medical advice is needed.
Using these resources helps patients feel confident about self-care and allows GP appointments to be available for those who are more unwell.
We may also direct patients to other NHS services where appropriate. For example, the Pharmacy First service allows community pharmacists to assess and treat a range of common conditions without needing a GP appointment.
Locally, Evans Pharmacy in Breaston offers an enhanced Pharmacy First service. When referred by our reception team, they can often provide quicker advice and treatment, helping patients get the care they need while keeping GP appointments available for those who require them.
- What does “urgent” mean?
Urgent appointments are limited and are reserved for problems that need to be assessed on the same day because waiting could make the condition worse.
Urgent problems are not:
· Long-standing or ongoing issues
· Administrative requests
· Medication reviews
· Symptoms that are uncomfortable but stable
These concerns can usually be managed through routine appointments, self-care, or other NHS services.
-Cancelling appointments
We know that cancelling appointments can be difficult due to long phone waiting times. To help with this, we are in contact with our phone supplier to look to try to introduce a possible voicemail cancellation option.
With the ability to leave your:
· Your name
· Date of birth
· Details of the appointment you wish to cancel
This will mean you will not need to wait on the line to cancel your appointment. Listen out for the change on our phones.
-Our reception team
Our reception team are often the first point of contact and play a vital role in helping patients access the right care. They work to clear guidance agreed with our clinicians and may ask certain questions to ensure your request is dealt with safely and appropriately.
Reception staff manage high call volumes and frequently speak to patients who are worried or unwell. We kindly ask all patients to treat them with courtesy and respect. Abusive or aggressive behaviour will not be tolerated.
-Current pressures on general practice
General practice is under significant pressure, with demand for appointments continuing to exceed capacity. Our clinical and administrative teams work hard every day to manage this safely and fairly, prioritising patients based on clinical need. We understand this can be frustrating and thank you for your patience and understanding as we continue to adapt our services to provide care as safely as possible.
- New Website
We are also working with our web provider to introduce a new 'look and feel' of the NHS website. This is a contractual requirement and will be more in line with other Practice web pages.
We thank all our patients for your continued support during all these changes.
Overdale Medical Practice🙂
