Important update

Changes to how and when you can contact us, and what to expect

From 1 October, new government rules require GP practices to keep our online consultation/ request system open throughout the standard working day (8:00 am to 6:30 pm), for non-urgent appointment requests, medication queries, and administrative requests. 

We support the principle of better access and modernising services. But we must also be transparent: without extra staff, funding, or capacity, these new requirements will inevitably force us to reduce some existing services or slow responses in other areas.

Below is what we expect patients may see change (and why):

What may change, and why

1. Fewer face-to-face (in-surgery) appointments / less same-day capacity. With more time spent triaging online requests, reviewing message requests, and managing demand through digital channels, we will need to reallocate clinician time. That reallocation means fewer available in-person slots.
2. Longer turnaround for non-urgent requests (e.g. medication queries, admin requests). Because we’ll be receiving more online queries throughout the working day, staff will have to prioritise urgent clinical work first. Some routine or non-urgent requests may take longer to process than before.
3. Triage and filtering more heavily used. Not all online requests can be seen immediately. We will need to triage requests (clinical or non-clinical) and decide which can be handled remotely vs in person vs referred elsewhere. This is essential for patient safety and fairness. 
4. Reduced continuity / less flexibility in choosing which GP you see. In order to meet the volume of demand, we may have to reduce the flexibility to always see your preferred clinician, especially for routine or non-urgent issues.
5. Possible temporary “backlogs” or waiting lists for non-urgent work. There may be times when we can’t immediately respond to all inquiries, and some may be queued until capacity allows.

Why these changes are unavoidable 

The new rules mandate online access during full core hours, but do not come with sufficient extra funding, staff, or resources to handle the increase in demand. 

Many practices—including ours—already operate at or beyond full capacity. There is limited slack in the system to absorb significantly more digital or administrative workload without compromising core services. 

Without safeguards or filters, there is real risk that genuinely urgent or serious clinical problems may be missed among the higher volume of routine requests. 

What we will still aim to do, and how you can help

We will continue to offer face-to-face, telephone, and remote consultations, especially where clinically necessary.

We will do our best to respond to medication queries, admin requests, and non-urgent matters in a timely fashion, understanding the balance of demand.

Please help us by:

Do not submit requests related to acute illnesses or potential emergencies via the online system. For urgent medical issues, please contact emergency services or seek immediate care.

• Being clear and concise in your requests
• Allowing a little more time for us to respond
• Using self-care, pharmacists, or urgent care services when more appropriate  

We regret deeply that we may have to reduce or slow some services to comply with these new rules while keeping patient safety, fairness, and clinical quality at the forefront. We hope that the government and NHS will recognise the resource pressures and provide proper funding, staffing, and safeguards to support general practices.

Thank you for your understanding and continued trust in our care.

Published: Sep 29, 2025