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Improving your access to GP Services
We are working with local gp practices to make it easier for you to access the care you need, when you need it - and from the right professional.
This may not always be a gp, but the right person for your needs.
What We've Done So Far
We have introduced a number of changes over the past few years to help with access including:
- Employed different clinicians as part of the practice team including Clinical Pharmacists, Social Prescribers and First Contact Physiotherapist for example
- Provided more appointments
- Cloud-based telephone system for better call handling
- Online consultations, giving you another way to contact us

What We're Doing in 2025/26
- Easier Contact by Phone
- Call-back option available, no need to wait on hold
- We aim to answer calls within 10 minutes
- We are working together across practices and primary care organisations to provide additional appointments.
- We will also be focusing on the areas highlighted in the boxes below:
Online Consultation
- Available Monday to Friday, 8am-6.30pm (excluding bank holidays)
- Clinical queries: response by end of next working day
- Non-clinical queries: response within 3 working days
Care Navigation
- Our team will guide you to the right support - whether by phone, in person, or online
- This may include booking an appointment with a GP, a member of our practice team, or signposting to services such as Community Pharmacy

Improving Your Access to GP Services
Sign Up for the NHS App
- The NHS App helps you to:
- Help you manage your appointments
- Order repeat prescriptions
- View parts of your GP health record
- Access trusted health information
If you're aged 13 or over, speak to our reception team, join one of our digital support workshops or click on the link to get started : Sign up to the NHS APP
Continuity of Care for Complex Needs
- We listened to your feedback: continuity matters
- Some of our patients with complex health needs will get a named care team - These patients will be informed of their team
- Reviewing our appointments to ensure patients are seeing the right clinician at the right time
We Want to Hear From You!
In 2024, we:
- Ran a patient survey to gain your thoughts on access to GP services
- Held local face-to-face engagement events and a borough wide webinar
For 2025/26, we will:
- Develop a new patient survey with your help through the Patient Participation Group (PPG)
- Share the survey widely
- Host another open engagement session – all welcome!
What we're committed to
We're committed to improving with your help. We'll continue to involve you through:
- Patient Participation Group (PPG) meetings
- Feedback via our practice website
- Local health engagement events
Thank you for helping us shape better GP services for our community.

Published: Jul 11, 2025