Latest News

Changes to Online Booking and Advance GP Appointments

June 2025

What is changing?

To meet the requirements of the new NHS contract, the Practice is introducing a new way for patients to contact us online during normal opening hours. To help accommodate this new service, the way in which you book future GP appointments will also be changing.

The Practice has approached these new requirements as an opportunity to develop our booking system, with the following goals in mind:

• Reduce the reliance and demand on phone line services
• Increase the options available for patients for future appointments, and remove services barriers based on “fastest finger first
• Use our limited capacity more efficiently, meaning patients are seen by the right person, at the right time, more often

 This will mean that our current pre-booked appointments will no longer be available over the phone lines at 2:30pm. Instead, patients wishing to book a non-urgent appointment will request one by completing our online form.

There will also be a function to allow patients to submit non-appointment requests, such as MED3 extensions or test results, via a separate admin form.

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When does this start?

Advanced GP booking by telephone will no longer be available from the 9^th June 2025.

The online forms will go live on Monday 16^th June 2025 at 8:30am.

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Making a medical request for a non-urgent GP appointment

The medical request form to request an appointment will be available through our website here and via the NHS app. The form will normally be available normal working days between 8:00am and 6:00pm Monday – Friday (except bank holidays). The number of the requests that can be made will be capped each day to ensure that we have the time and capacity to deal with all requests. If this cap is reached, then you will see a message informing you the service is currently unavailable and alternative pathways to help you. Further requests will then be possible the next working day.

If you are unable to complete the request form personally, this can be done by a representative, or by a member of the reception team. We will not be able to offer an advance appointment without the completion of this form.

This method is not suitable for urgent requests. You will be shown a list of conditions that should be treated as urgent, and you will be asked to confirm on the form that your request is none of these.

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What information do I need to provide?

It is important that when completing the form, you provide as much clear information as possible to ensure that we can deal with your request. If insufficient information is provided, you may be asked to complete a further request.

Examples of insufficient information

• “I need an appointment.”
• “I need my medication. ASAP.”
• “I have had a problem with my foot for a while.”
• “My mental health is bad at the moment.”
• “I want to discuss a personal problem, but I don’t want to say.”

The same examples but with clearer information:

• “I have been asked to book an appointment with Dr Hakes for a follow-up of my blood pressure medication.”
• “A few months ago, I was given tablets to help with my sleep which helped a lot. I have recently been struggling again and I have run out. I would like to see if I could have more”
• “I have been experiencing a dull ache under the bottom of my foot. It has been going on for around 2 weeks. I have tried stretching it. It is more painful when I walk around. I am not sure if I need a scan or not.”
• “I am currently experiencing low mood and feeling more down than normal. I find myself crying more often and I am not sure why. I am wanting to know what my options are and to talk to someone.”
• “Recently I have noticed that I am having an itching sensation in my intimate areas. It has been about 7 days. I have tried creams from the pharmacy, but they don’t seem to have worked. Do I need to get checked out?”

All requests remain confidential, and the information provided is used to ensure you are seeing the correct person.

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What happens next?

Once you have submitted your request, please wait for the Practice to contact you. You do not need to call the surgery.

All requests are then looked at by the Practice to find you a suitable service for your needs. This process will take between 1-2 working days.

Once your request has been reviewed, you will then receive one of the following:

• A phone call from one of our reception team
• A text or e-mail message with a link to book an appointment
• Advice on other appropriate services available to you

If we are unable to process your request, you will receive information why and what steps you may need to take.

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Acute requests

The Practice will reserve a limited number of appointments each day to deal with “acute” issues. Acute issues are new symptoms or changes in your health that you feel need assessment and/or treatment in the next 48 hours.

If you feel this is the case, you will need to contact the reception team at 8:15am on 0114 234 5338 and explain your acute issue. If appropriate you will be booked to see on of our clinicians later that morning.

These issues are usually not related to ongoing or pre-existing conditions. If you call for such issues, you will be directed to complete a request form as described above.

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Home visit requests

If you feel that a home visit is required, then you will need contact the surgery by telephone on 0114 234 5338 before 12:00pm (midday). The reception team will then arrange for a GP to call you back who will assess if a home visit is required. If they feel that you need to be seen, they will then arrange for someone to visit you. This may be a GP from the Practice or another service, such as a paramedic.

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Making an admin or non-appointment request

The admin request forms will be available through our website here and via the NHS app. The form will normally be available standard working days between 8:00am and 18:00pm Monday – Friday (except bank holidays).

There will be individual links to forms for specific requests, and a generic form for those that do not fit into these categories. Examples of appropriate requests would be:

• Requesting an extension of your MED3 (sick note)
• Requesting the results of your recent blood test
• You have tried to order a specific repeat medication, but are unable, and are not sure why

Once your request has been received it will be reviewed by the Practice and passed to the most suitable department. A member of staff will then aim to respond to your request in 1-2 working days.

These forms are not suitable for medical requests or to access appointments.

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New Transcription Software for Consultations

March 2025

From the 17th March 2025, the Practice will begin to use a new transcription software to assist us in record keeping.

This is called "Heidi AI" and is widely used in many GP Practices. Heidi does not store any audio recording but does intelligently transcribe the consultation between the GP and the patient into note form. The notes are then copied into the patient record and then deleted. The benefit of this is that it allows the clinician to entirely focus on the patient during the consultation instead of trying to type at the same time and it improves the accuracy of the written record. It saves time that would be spent on administrative tasks for patient care.

Patients will always be able to opt out if they would rather that this is not used in their consultation. Your clinician will check with you whether you would prefer it is not used.

Data Protection Information: Heidi employs robust and strict access controls meaning only clinicians have access to sensitive information. It is GDPR and NHS compliant and the information management systems are ISO27001 accredited for data security. All data is hosted in the UK.

Potential Cold Callers/Fraud Alert

We have been made aware of a scam targeting patients registered with local GP Practices. If you received a call or text saying "your GP needs to update your details to avoid you being suspended" please know that GP Practices will never ask for sensitive personal information in this manner.

What You Should Do:

• Stay Alert: Be cautious of any unsolicited calls, texts, or e-mails asking for your personal details.
• Do Not Share Personal Information: GP practices will never ask for sensitive personal details in this manner
• Report Suspicious Activity: If you receive a similar call, you should report this to Action Fraud by calling 0300 123 2040 or via the online Action Fraud website here.
• Spread Awareness: Please share this message with others who may be at risk.

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Full Online Records Access - Live from the 1st November 2023

November 2023

From the 1st November 2023, in line with changes to the NHS contract and the NHS' Accelerating Records Access Programme, all patients with online accounts will be given automatic access to view their full medical records from this date onwards. Patients will also be able to view a coded version of all previous information included within their records.

As part of this process, it is vital that patients consider the following when using your online account:

Keeping your records secure

It is your responsibility to keep your log-in details and password safe and secure. If you know or suspect that your record has been accessed by someone without your consent, then you should change your password immediately. If you are unable to do this, you should contact the Practice so that we can reset your password or remove online access until further investigation.

If you print or copy any information from your record, then it is your responsibility to keep this secure. If you are worried about keeping your record safe, then we recommend that you do not make any copies at all.

Before viewing your records, you may also want to think about the following:

All medical records contain information that may be considered sensitive to the patient. The NHS has regulations in place to help keep this secure and to help protect us all. Such sensitive information may include;

• Forgotten History - There may be something included in your record that you have forgotten about or do not wish to see that may be upsetting.

• Abnormal Results or Bad News - There may be information included within your record that you may be able to view that may be upsetting. This may be available before you have spoken to your GP to discuss fully.

• Information Sharing and Privacy - It is up to you if you wish to share information with others, including family members/friends/carers. If there is information that you do not wish others to know then it is your responsibility to keep this information safe and secure.

• Coersion - If you think that you may be pressured by others into revealing medical information against your will, then it may be best that you do not have access to this information. If so, please information the Practice so that action can be taken to help protect you.

• Misunderstood Information - Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information included in your record may be highly technical, added by specialists and not easily understood. If you feel that this information may cause you additional concern, you should close your record and see the GP for further information.

• Incorrect Information - If you feel that information within your record is incorrect, you should inform the Practice in writing. Please state what you feel is wrong, including as much details as possible, and any amendments you feel need adding. Once received, your request will be reviewed by a GP, who will make any changes to your record where they feel it is appropriate to do so.

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