Dear Patient,
From Monday 11 May 2026, we will be introducing changes to how GP appointments and medical advice are requested and allocated at the practice.
These changes are being introduced in response to national NHS requirements and recent updates to the GP Contract, which place greater emphasis on structured triage systems to ensure patients are seen by the most appropriate clinician, in the right setting, and within the right timeframe. Alongside this, demand for GP services has continued to increase significantly, both locally and nationally.
As a practice caring for approximately 5,700 patients, we must ensure that our systems are safe, fair, and sustainable, while continuing to provide timely access to care.
What is changing?
From 11 May, all requests for GP appointments or medical advice will need to be submitted via an online consultation form.
- The form can be accessed via our practice website or the NHS App
- If you are unable to complete the form online, our reception team will support you:
- Over the telephone
- In person at the reception desk
What happens after you submit a request?
Each request will be reviewed by a Duty GP, who will assess your clinical needs and determine the most appropriate next step.
This may include:
- Advice or signposting to services such as community pharmacy, minor injuries units, or urgent care
- A telephone consultation or face-to-face appointment
- Allocation to the most appropriate healthcare professional (for example, GP, nurse practitioner, paramedic, or pharmacist)
- An appropriate timescale for review and treatment, based on clinical need
Once your request has been triaged, our reception team will contact you using your preferred method of communication with the outcome.
Why are we making this change?
This approach allows us to:
- Prioritise patients based on clinical need, rather than order of contact
- Ensure you are seen by the right clinician first time
- Improve access, efficiency, and continuity of care
- Use our clinical team more effectively, including a wider range of healthcare professionals
These changes reflect how general practice is evolving across the NHS and are intended to ensure we can continue to deliver safe and effective care for all our patients.
Appointments not affected
Appointments with nurses and healthcare assistants (for example, blood tests, reviews, and routine procedures) can still be booked in the usual way via reception and are not affected by this change.
We appreciate your support
We understand this is a significant change for patients and staff alike. We are committed to making this transition as smooth as possible and ask for your patience and understanding as we implement this new system.
Our priority remains to provide you with timely, appropriate, and high-quality care.
Kind regards,
Townsend House Medical Centre Team