26/09/2025
To All Patients,
From Monday 29th September we are contractually required to deal with every patients request for an appointments each day during our usual opening hours.
This means that from Monday every patient wanting/needing an appointment will be required to submit an "online" form.
https://accurx.nhs.uk/patient-initiated/C88090
Please copy and paste the link above to complete the form. This link is also on our website and will be available from 8am on Monday morning when we open.
Anyone who calls the surgery from Monday onwards will be required to complete the online form.
If you cannot complete the form yourself, either a family member, a friend, a carer or your support worker or someone else that you trust can complete the form for you. If this is not possible then one of our receptionists will help you to complete the form.
Parents and Carers of children and adults will need to complete and submit the form on the child or adults behalf.
Anyone that comes in to the surgery requesting an appointment with a GP will also be required to complete the form. The link will be text to you at the desk, you may then leave the surgery and submit the form and await a response from the GP, alternatively, the receptionists will help you to submit the form.
Due to this new contract, every patient request for an appointment or advice will only be actioned if it is via the online form. This will mean that if you do telephone the surgery it will take staff longer to deal with the calls. Please be patient with us, we will help you, it may just take a bit longer.
Our advice for you to avoid you being in the phone queue or getting the engaged tone is to go straight to our website to complete and submit the online form.
We thank you in advance for your support and patience with this national appointment change.
Below are the details of this new contract from NHS England and the Department for Health.
Online Access to general practice
A new requirement will begin from Wednesday 1 October 2025.
Every GP Surgery in England must allow patients to submit appointment requests, medication queries and, admin requests via an online form.
The new rules from 1st October 2025 include:
*Mandatory online triage for all requests*
This means that every GP practices in England must use online systems to assess and prioritise patient needs on the same day. The government expects that this will end of the 8 am phone rush, as practices are no longer allowed to tell patients to "call back tomorrow";
A GP will review every patient request. This will allow greater choice of clinicians, with patients directed to the most appropriate professional for their needs, such as:
1. A nurse
2. A GP
3. A Pharmacist
4. A physiotherapist
5. Another service that may not be at your GP Surgery
What are the key changes for Patients
1. You'll be able to submit appointment requests, medication queries, and administrative requests online at any time during core opening hours.
2. Same-Day Assessment: All requests must be reviewed by a GP the same day.
3. GP Practices must provide a clear care plan to the patient before the end of the day, which could be either;
A same-day appointment,
Advice, or,
an onward referral to another service
More Options:
You may be directed to other healthcare professionals, such as a nurse practitioner or a local chemist, for certain concerns, rather than just a GP.
What This Means for Your Appointment Process
A) Submit Online: Instead of calling at 8 am, you'll use an online link to submit your request.
B) Triage and Prioritisation:
A GP will review your request and determine the urgency of your needs.
C) Receive a Plan:
You'll get a clear response with a plan of action, such as a same-day appointment, a future appointment, or advice.
Why These Changes Are Happening
The government believe that this will end the 8 am "Scramble" for appointments:
The aim is to make the system fairer and less stressful by removing the need to call at a specific time.
Improved Patient Experience:
Enhanced digital access and clearer communication are designed to make the process easier and more efficient for patients.
Better Use of Skills:
Directing patients to the most appropriate professional helps ensure everyone receives the right care from the right person.
Important Note:
These changes are part of a new contract that comes into effect for GP practices in England on the 1st October 2025.
Contact us about your request
