How to request an appointment from 8th January 2025

From Wednesday 8th January, Westongrove has a new system for patients to request an appointment. As our Patient survey suggested, we will discontinue using Ask First.

The new system will be accessed from the home page on our website from 8th January 2025.

Why are we doing this?

New regulations require GP Practices to change the way appointments are offered to patients, with the main goal being ‘to provide the right care, to the right patient, at the right time’

Improved Access:

We understand the need for improved access and our goal is to inform all patients contacting us with a clinical query before 4pm, about the next steps within the same day. Additionally, we aim to address all administrative queries within 24 hours, eliminating the need for multiple contacts.

Optimise GP Time:

Not all clinical matters require a GP’s direct attention. By directing appropriate queries to other qualified clinical professionals, GPs can focus on patients who truly need their expertise.

Prioritise Care:

Ensure patients who need face-to-face appointments are seen based on the urgency of their clinical needs.

Offer Timely Appointments: Improve access for less urgent concerns.

From a practice perspective, this change will allow us to better understand patient demand and resource usage. This data will help us plan our services and staffing more effectively, especially as we continue to recruit additional clinicians to support our GPs.

What to Expect from the New System:

One System for All: Whether you contact us by phone, online, or in person, all requests will be managed through an access portal, enabling us to prioritise your needs effectively.

Same-Day Clinical Assessment: Clinical queries submitted before 4:00pm will be reviewed by our clinical team on the same day, and you will be informed of the next steps.

Prioritisation: The system will help identify urgent symptoms or conditions, ensuring those with the most pressing needs are prioritised.

Data-Driven Staffing: The system will provide insights into the types of consultations we handle, allowing us to adjust our staffing to best meet patient needs.

Smooth Implementation:

We have engaged a Project Manager with experience in implementing a new access system at other practices. They are working with us after the launch to fine-tune the system to the specific needs of our patients.

We Value Your Feedback:

We anticipate a 3-6 month adjustment period for both our staff and patients as we adapt to the new system. We are committed to using your feedback to help us continuously improve our processes. You can send us feedback on the new system by going to www.westongrove.com

Thank you for your ongoing support

The Westongrove Partnership Team