We want to make it easier and quicker for you to get care when you need it — whether that’s same-day next-day or follow-up appointments. We also want to improve continuity so patients with ongoing conditions see the same clinician where possible.

• A mix of face-to-face phone and online options.
• Over 6000 evening and weekend appointments available across the area monthly including 1700 same-day GP appointments.
• Extended access every weekday until 9pm and full-day slots on weekends and bank holidays.

• A same-day triage system: a duty clinician checks all online and phone requests daily to direct them quickly.
• Reception teams trained as care navigators to guide you to the right service straight away.
• Overflow into extended access appointments to prevent long waits.
• Prioritising continuity for people with complex or long-term needs.

We’ll respond to 90% of online queries by the next working day.

We’re:

• Introducing a standard process for handling online requests.
• Developing urgent care escalation if your online issue needs fast attention.
• Sending SMS updates so you know we’ve received your request.

We’re encouraging more people to use the NHS App to:

• Book appointments
• Order repeat prescriptions
• View test results and medical records
• We’re aiming for a 10% increase in registrations through:
• Multilingual promotions
• Patient events
• Staff support and training

We’re setting goals like:

• Goal Current Target
• Answer 90% of phone calls within 10 mins 64% 90%
• Respond to 90% of e-consults by next day 72% 90%
• NHS App usage 52% 62%
• Improve patient satisfaction 77% 82%

• Annual patient survey (co-designed with patients)
• Local patient engagement events
• Ongoing feedback through texts websites and Patient Participation Groups (PPGs)

We are making sure care is fair and inclusive by:

• Offering choice of appointment type (in-person phone online)
• Language support and translation services
• Supporting those who struggle with digital tools
• Partnering with community groups to improve digital inclusion
• Using care navigation to link vulnerable people with housing food or mental health help

• If 2000 more patients use the NHS App even just once:
• It could free up £391.41 in admin time
• If it avoids just one unnecessary GP appointment per person it could save £14,612.48 in GP time

You can expect:

• Faster responses
• Better access to appointments
• More choice in how you contact your GP
• More joined-up care if you have ongoing health needs