1. How do I request an appointment or medical help?
If you have access to the internet on a phone or computer, please go to our appointments page on the website. You will be asked to provide some information about your problem and how you would like us to deal with it. This information will help us respond to you in the most appropriate way.
If you can’t use the internet, please call reception and our team will complete the form with you.
2. What if I don’t have access to the internet or cannot fill out the form?
If you cannot use the internet or fill out the form for any reason, please call us on 01273 559601 and one of our receptionists will enter your details into the online form with you. This may take longer than our previous system, so please be patient and only call if you cannot use our website. The same process will apply if you come into the surgery in person and ask at Reception.
3. Who looks at my request?
A senior GP will review all requests and allocate them to the appropriate member of our team. This could be a doctor, nurse, clinical pharmacist or other relevant specialist at our practice. Where appropriate, you may also be directed to services outside of our practice.
4. Why are you changing the system?
We understand how stressful it can be to queue on the phone or in person at the practice from 8am and then sometimes find that appointments are full. As a result we have spent time reviewing different options for appointment bookings to try and improve access. We hope that by putting all requests into one system, we can review them and ensure that patients are offered appointments based on their clinical need. We believe this is a much fairer and safer system for everyone.
5. What happens after I submit a form?
A clinician reviews your request and will then:
- reply with advice by phone or text, or
- send you a link to book an appointment, or
- arrange for a member of our team to call you
Urgent requests submitted before 2pm will be reviewed the same
6. Can I still have a face‑to‑face appointment?
Yes. You can choose face‑to‑face or telephone on the form.
7. Can I choose which clinician I see?
Yes, you can request a specific clinician, and we will offer availability where possible.
8. What if my request is urgent?
Please use the urgent request form, it will be flagged to the duty GP straight away.
For life‑threatening emergencies, you should still call 999.
9. Can I submit admin queries?
Yes. The system also handles administrative requests such as sick notes, letters and test result queries.
10. What if I have more than one issue?
Please submit one form per issue so each concern can be managed properly.
11. Is my data safe?
Yes. We use SystmConnect, a secure part of our existing NHS clinical system SystmOne. No external company holds your information.
12. What if I need help using the system?
Support is available at the practice, our PCN Digital Ambassador, Emma Steven, offers one‑to‑one help you get used to the system and our reception team will be happy to talk you through the form.