Surgery News

We’re live! Overview of new access

We know how important it is for you to be seen by the right person with the right skill set first time. We also know that busy phone lines and long waits for appointments is not the service you want to receive, or we want offer.

With this in mind, many UK GP practices, including Health Care First, are undergoing some changes. These changes will ensure you have the best experience whenever and however you choose to contact us.

Over the last couple of days, we’ve been sharing information about changes we’re implementing to the way patients contact us and how patient health requests are processed.

These changes are now live.

If you’ve missed this information, please check out our social media feed or website at:

Here are the top takeaways from the last couple of weeks:

  • You will get routine appointments within 2 weeks and appointments within 48 hours.
  • You will have three ways of contacting us for an appointment; Online, Telephone and In-person.
  • All of these contact methods will require you to complete a set of clinical assessment questions via PATCHS through an online form.
  • Your health request will be assessed by a clinical assessment team, and you will then be contacted with an appointment offer.
  • If your health request needs an appointment with a member of the team, we will send you a text with a link to book an appointment convenient to you in up to two weeks. 
  • You may be asked to contact another specialised healthcare service if your medical needs can be better treated by that service.
  • If you struggle to do any of the above our Care Navigators (previously referred to us “Receptionists/Call Handlers”) can help you get appointments with us and other services.
  • There will be no changes to booking appointments with a practice nurse, health care assistant, or phlebotomist. 

Be sure to check our website and social media regularly for more advice and support on getting the most out of the healthcare service.

Printed versions of this information will be in all waiting areas and receptions for patients who cannot access information online.