We are changing how you access doctor appointments in the surgery from 26 March 2025
Why are we changing?
In line with a contractual requirement from NHS England, we want to ensure that patients are seen based on their clinical need rather than the position they are in the phone or in-person queue. Hence, from 26th March 2025, Scott Park Surgery will use a new system called SystmConnect to allow us to offer the most appropriate appointment for your needs.
If your issue is urgent, you should call 999 or attend A&E.
Nurses’ appointments can be booked via reception.
How will I get an appointment?
- You will need to provide information about your concern before an appointment or advice or other resolutions can be offered.
- A member of the team will review the requests and ensure every patient gets the right appointment at the right time.
What do I do?
Do one of these:
- Submit a request online from our website (recommended).
- Phone in and the reception team will complete the form on your behalf and pass it to the team to review.
- Use a tablet in the surgery to submit a request online.
How to submit a request
Medical requests can be submitted from 8:00 am until 5:00 pm, or until we reach safe capacity for the day. If necessary, you may be redirected to NHS 111, a pharmacy, or an urgent care centre.
If your issue is urgent, you should call 999 or attend A&E
The practice will review your request and get back to you within 3 working days, please contact the surgery if you have not heard from us by then.
Questions and Answers
Q. Why can’t I have an appointment for today?
A. We have a huge demand for appointments every day and sometimes people who should get an appointment, don’t get one. Many conditions can wait a day or more, and our team will review all requests and ensure they are managed in the best timeframe. If your condition is an emergency, you should always call 999 (our online resources provide guidance for this). If you are unsure, you should access 111 online or by phone.
Q. What do I do if I can’t access the website?
A. We would encourage you, wherever possible, to use the website to submit your request either yourself or with friends or family. The practice will be providing a device in reception for those who don’t have access to a smartphone or other device.
Q. How long will it take to hear if I have an appointment?
A. Requests will be reviewed throughout the day, and we will get back to you within 3 working days; this may result in further questions, advice & signposting, a prescription being issued, a referral, or the offering of a telephone call, or face-to-face appointment (or an invitation to book one).
Q. I didn’t get an appointment with a doctor, and I expected one – why not?
A. You are directed to the most appropriate service based on the information you provide and appointments are allocated based on need.
Q. I used to be able to book an appointment online but now I can’t – isn’t this a step backwards?
A. GP appointments will only be provided once a request is submitted and reviewed to ensure all patients obtain an appointment in the right timeframe.
Q. What about other queries I have with the practice?
A. SystmConnect allows you to contact the practice about many different topics, which avoids the need, in most cases, for you to call the practice. You can submit these from 8:00am to 5:00pm.
Q. Do I need to complete a form for regular nurse appointments?
A. No, nursing appointments can still be booked directly by calling our reception team.
Q. What if I am housebound?
A. If you are housebound, you can request a home visit in the normal way.
Follow this link https://www.scottparksurgery.co.uk/
Thank you for your patience and cooperation as we transition to this new system. We understand this is a significant change, and we are here to support you every step of the way. If you have any questions or need help registering for SystmConnect, please contact our reception team.