Online Consultation System Update

Dear Valued Patients,

We are excited to announce some developments at the Practice, making it easier for you to contact us and access care.

All requests for GP consultations, urgent same day care, as well as administrative requests such as medication request or queries will be available to make via our new online consultation platform, SystmConnect.

You can submit your requests through the surgery website, or you can call or visit us at the Practice and we will complete the request with you.

SystmConnect replaces the previous eConsult system offering several benefits to you:

  • Easier to use questionnaires.
  • You can explain your problem fully, giving us the necessary information to assist you effectively.
  • The system integrates with your clinical record, giving us better access to your medical history when reviewing your request.
  • We are better able to direct you to the most appropriate care for your individual care needs.
  • Submit your requests online at your convenience, with no need to wait on the phone.
  • If you are not able to do this yourself, you can call or visit the surgery and one of our team will be happy to complete the forms with you.
  • Your request will be handled in the same way, whether you complete the request online yourself, or contact the Surgery by phone or in person.
  • Our Patient Advisors will ask you the same questions.
  • Every request will be reviewed by a GP or a member of the surgery team and requests will be prioritised based on clinical need.
  • One of our Care Navigators will contact you via your preferred contact method to book an appointment, arrange a test or offer you advice.

What if I don’t have access to the internet?

If you can’t access the internet, there is no need to worry.

You can still phone the surgery as you currently do, the only difference is that a member of staff will take you through the questions over the phone and enter the details for you. Patients will continue to be able to book nurse, healthcare assistant and blood tests appointments by calling the Surgery or booking via online booking.

We will be holding open mornings at our practices where patients can get help with accessing the online service. Open mornings will be running on: DATES TBC

To learn more about SystmConnect and its benefits, please watch this video.

Frequently Asked Questions

What is SystmConnect?
SystmConnect is a quick, convenient and secure way to access care at the Practice. To find out more about the new platform, including it’s uses and benefits, please watch this two minute video:
What can I use SystmConnect for?

Using SystmConnect you can request to see one of our clinical team such as a GP or one of our urgent care team. 

You can also use the new system to request medication, fit notes and for other administrative queries. 

How can I access the new system?

To access the new system, simply click the banner at the top of the home page, or visit our appointments page.

What about those who do not have access to the internet?
For individuals without internet access, you can still contact the Practice by phone. Our Patient Advisors will guide you through the questions to ensure we have the correct details for your contact, enter the details and submit the request on your behalf.
We will also have iPads available at all sites where patients can access SystmConnect and submit a request.
Do I need any login?

No, you do not need login details to use the new system. However, you can log in with SystmOnline or the NHS app if you wish, this will speed up the questionnaire process but is not needed. 

What kind of information do I have to provide when using the service?

You will be asked questions in relation to your condition, to enable us to direct you to the right care. You will also be asked to provide contact details and your preferred contact method. 

What if I do not like discussing health matters with the Receptionist?

Using SystmConnect you can submit your request without having to speak with a receptionist. This will then be sent to the surgery team, which includes clinicians, for assessment.

Requests are assessed on clinical need.

What if my condition is life threatening or an emergency?

This service is not for emergencies. In an emergency, please dial 999.

What should I do if the system does not work, or the option is not currently available?

If the system is unavailable, please contact the surgery during the regular opening hours.

Can I still book an appointment with a nurse?

Yes, you can still book these in the usual way of calling the practice, attending one of the practice sites, or via the booking link you have been sent  

My relative/child cannot submit a contact request themselves. Can I submit it on their behalf?

Yes, there are options on the form to either select carer or child. 

Can I still call or come into the practice to make a request?

Yes, there are 3 ways you can contact the practice.  

  • Online 
  • In person (attending the practice) 
  • Calling us 

Our helpful team will take you through the form.  

What happens after I’ve submitted my request?

Request will be received by a member of the practice team. Your request will be reviewed by our triaging team (including clinicians) who will identify the most appropriate next steps. You may receive an email, text or telephone response depending on the nature of your request. If it is clinically indicated that you need an appointment, one will be allocated to you. 

If you have made an urgent enquiry, you may be asked to attend the surgery on the same day. 

 

What if I need help with more than one problem?

If you need help with more than one problem, you can submit more than one request. 

An example of this is if you have a knee problem and would like to request a private letter, you would submit two separate requests.