17/09/2025
🚨 We’re Moving to SystmConnect 🚨
We’re improving how you book and manage your appointments. From 8:00am on Wednesday 29 October, we’ll be switching to a new system called SystmConnect. This change comes after listening to patient feedback and speaking with other local practices who already use the system.
With SystmConnect, you’ll no longer need to join the 8am phone queue. Instead, you can send details of your problem online, a clinician will then triage your report and get back to you.
A link to SystmConnect will be available on our practice website and page. No login details are required. Just select from the menus and complete a short form. The more information you give us, the easier it is for us to help you.
This new system means we can use our resources more effectively, ensuring patients are directed to the most appropriate clinician.
Prescriptions can still be ordered via the NHS App or SystmOnline.
This change will primarily be for on the day appointments with GPs and Nurse Practitioners.
There will be no change when booking appointments with other staff, i.e. practice nurses, health care assistants, midwife and pharmacists.
❓Frequently Asked Questions
1. When can I submit a form?
Forms can be submitted Monday to Friday between 8:00am and 6:00pm. Requests after 5:45pm will be reviewed the next working day. For urgent concerns outside these hours, please call NHS 111.
2. What if my problem is urgent?
Primary Care is not an emergency service and if you are concerned about a urgent condition such as a possible stroke, heart attack or seizure you should ring 999.
3. Can I still see my usual GP or Nurse Practitioner?
Yes. While urgent or quick queries may be handled by any of our clinical team, you can request your usual clinician for routine issues. We’ll do our best to accommodate this.
4. What if I don’t have a smartphone or computer?
For the minority of patients who do not have a smartphone or computer you can continue to call the practice or visit us in person and our reception team will complete the form with you. Relatives and carers can submit a request on SystmConnect on your behalf.
5. How long will it take to get a reply?
We will review online requests throughout the day and aim to respond by the end of the same working day.
6. What if I don’t want to say what’s wrong?
To provide safe care, we need enough detail to direct you to the right help. Requests without sufficient information will be returned with a request for more detail.
7. What if I have more than one issue?
Please submit a separate request for each problem so we can deal with them properly.
8. How do I request a home visit?
Home visits are reserved for patients who are completely housebound. These can be requested as usual by phone or in person.
9. What if I don’t like this new system?
We're aware this change may take a little getting used to. We're confident that SystmConnect will feel easier and more convenient. Many local practices already use SystmConnect and it helps manage the growing demand for care in primary care safely and fairly.
10. Is SystmConnect NHS approved?
Yes. SystmConnect has been assessed by NHS Digital and meets all requirements for online consultation solutions, including GDPR compliance.
