New Appointment System

What’s Changing and Why?

From Monday 22nd September 2025, St Heliers Medical Practice will be moving to a new appointment booking system.

This change is part of updated NHS regulations aimed at improving access to GP services called the Patient Charter please click here to find out more.

We have also listened to patient feedback, which highlighted that patients would like the ability to request routine appointments that can be pre-booked, while also valuing the option to be seen on the same day for urgent health needs, just as you can now. The new system has been designed to address both of these needs.

What’s new:

• You will be able to book routine appointments online during our opening hours, Monday to Friday, 8:00am to 6:30pm.
• You will receive a care plan for your routine care request within 2 working days which will be communicated to you by text message. Once your request has been submitted please be patient and await the response from our clinical team
• Routine appointments and follow-ups will be easier to arrange.
• Urgent health needs will be managed the same day. Patients can access our GP line for this, Monday to Friday, 8:30am to 10:30am and 2:30pm to 4:30pm.
• The new system also allows patients to raise administrative requests, such as continuation FIT note(sick note), supporting letter from a GP or referral follow-ups.

We understand that transitioning to a new system may take some adjustment. However, this change will enable us to deliver care more efficiently, reduce delays, and meet the latest NHS standards. We thank you for your patience and support during this transition.

Routine Appointments

We are introducing a new online system to make it easier for patients to request routine appointments. This system allows you to tell us more about your health concern and how you would like the practice to help. You may have heard this described as an ‘online consultation’.

Submitting an online request is quick and simple taking just a few minutes to complete. You’ll be asked a series of questions about your problem so that our clinicians have all the information they need to review your request.

Once your form has been submitted, a clinician will assess it and decide on the most appropriate next steps. The practice team will then contact you to arrange your care.

We are also asking patients to complete an online request form for a range of services. This includes administrative requests as well as prescription and medication requests.

Repeat Prescriptions and Medication

Repeat prescriptions and medication requests can now be made quickly and securely online. We encourage patients to order repeat prescriptions via the NHS App, where you can order your medication, as well as track your request and receive automatic notifications on its progress.

You can also send a request directly to our prescriptions team by completing an administrative request. Using the online form ensures the practice receives all the necessary information in a clear, structured way. This allows our prescription team to review your request promptly, and the outcome will be communicated to you by text message.

Examples of requests include:

• Ordering a repeat prescription for somebody else
• Requesting an urgent prescription
• Asking for medication in advance if you are going on holiday

Please click here for all the information you need about Repeat Prescriptions and Medication.

Administrative Requests

Examples of administrative requests include:

• Requesting a continuation FIT note (sick note)
• Requesting a supporting letter from you GP
• Following up on a referral

Using the online form ensures the practice receives all the necessary information in a clear, structured way. This allows our administrative team to review your request promptly and direct it to the most appropriate member of staff. The practice will then contact you to advise on the next steps, which will be communicated to you by text message.

I Don’t Have Internet Access

Patients who do not have access to the internet will still be able to contact the practice by telephone on 0121 478 1850 and in person. In these cases, a receptionist will complete the online request form on your behalf while speaking with you. This ensures that all requests, whether submitted online by telephone or in person, are processed in the same way and reach the appropriate clinician or administrative team member.

We kindly ask that patients who are able to complete the online request form themselves continue to do so wherever possible. This helps to keep our telephone lines free for those who genuinely need them, such as patients without internet access or those who may find it difficult to use online systems.

Please note that contacting the practice by telephone or attending in person does not mean your request will be dealt with more quickly. All requests are managed according to clinical need and in the order they are received, regardless of how they are submitted.

If You Need Help When We Are Closed

If you need medical help when we are closed, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Urgent Appointments

If you are unsure whether to submit a routine request or require urgent assistance, we are here to help you decide the best course of action. Our aim is to ensure that patients with urgent health needs are seen promptly, while routine requests are managed efficiently.

To request an urgent appointment for the same day (Monday to Friday):

• Phone us on 0121 478 1850 between 8:00am and 6:30pm
• Visit the surgery and speak with a receptionist between 8:00am and 6:30pm

When you contact us, a member of our team will ask for details about your symptoms or concerns. This information allows us to direct you to the most appropriate healthcare professional or service, whether that is a GP, nurse, or another clinical service. We will also explain the expected time frame in which you can be seen, so you know what to expect and can plan accordingly.

This process helps us provide safe, timely care for everyone and ensures that urgent health needs are prioritised appropriately.