(From Wednesday 1st October 2025 onwards)
Dear Patients,
From 1st October, NHS England requires all GP practices to offer online consultation methods between 8:00am – 6:30pm, Monday to Friday (excluding Bank Holidays).
We’re introducing a fully digital appointment system. This marks a significant shift in how we deliver care – and we believe it will enhance both access and efficiency.
Launching the Triage system
Starting Wednesday 1st October 2025, we will move to a triage system, as recommended by NHS England. This approach allows us to assess patient needs quickly and prioritise those who are most unwell.
How does Triage benefit you?
We understand change can be challenging, but we’re confident this system will bring real improvements:
- Clinical Need First: Patients are prioritised by medical urgency – not by who contacts us first.
- Right Clinician, Right Time: You’ll be matched with the most appropriate healthcare professional, reducing delays.
- No more 8am Rush: Requests can be submitted Monday to Friday, 8:00am – 6:30pm (excluding Bank Holidays).
- Improved phone access: With more patients using digital channels, phone lines will be less busy – making it easier for those without internet access to reach us.
Our team will assist patients who cannot use digital tools by completing the online form for them – whether by phone or in person.
How to use the New System
To request a Doctor’s appointment for a non-urgent/routine problem, please complete an online medical request form.
- Submit one issue per form and provide as much detail as possible
- We will review your request and respond within 2 working days
- You may be directed to other services (e.g. pharmacy, physiotherapy, social prescriber)
For life threatening emergencies DO NOT complete the online form, please call 999 or NHS 111 for urgent health concerns.
How to access the online form (where to find the online form)
- Practice Website Visit www.eastparkmedicalcentre.co.uk where you will see a box that says, “Online Triage” or click here. Click on the request you would like to make, complete the form, and click “Submit Request”.
- NHS App Go to the Services section and select “Contact Your GP about a health problem”. Confirm it’s not an emergency, complete the Medical Request form, and click “Submit Request”.
- No Online Access? Call or visit the surgery – our team will complete and submit the form on your behalf.
- Need Help Using the System? Drop by the practice and a staff member will guide you through the process.
What Happens Next?
You’ll receive a response within 2 working days via text, phone or email. Please ensure we have your up-to-date contact details.
Each request will be triaged to determine:
- The most suitable clinician
- The appropriate timeframe
- Whether the appointment should be in-person, by phone, at the PCN Enhanced Access Hub or another appropriate pathway
- You may be referred to your local pharmacy for minor illnesses such as cough, colds, UTIs, rashes, sore throats, bites, back pain, some infections, and antibiotics)
We may contact you for follow-up questions to help prioritise urgent cases.
Admin Requests
You can also submit administrative queries (e.g., fit notes, repeat prescriptions) via the same system, Monday to Friday, 8:00am-6:30pm. These will be handled within 3 working days.
We’re Here to Help
Our team is committed to supporting you and your family throughout this transition. We’ll ensure everyone feels confident using the new system over time.
PLEASE NOTE:
The new process outlined above will only be for GP appointments.
Please continue to contact the Surgery for other appointments, such as, but not limited to:
- Smear tests
- Blood tests
- Annual reviews
- Immunisations
For further information please click here.