Rapid Health
Starting from Wednesday 2nd April 2025, all acute appointments will be directed through the Rapid Health on-line system.
IMPORTANT FOR OUR FIRST DAY: Please be aware, on Wednesday 2nd April 2025, the system will go live from 7:30am to 6pm.
Why are we changing things?
We have listened to patient feedback and recognise that accessing appointments can be a difficult and frustrating process for you for some time. With the ever-growing demand within the NHS, we are continuously looking at ways we can improve the booking process and increase capacity. To achieve this, and ensure patients are receiving the best possible care, we have opted to use the Rapid Health triage tool which will allow us to maximise availability, and ensure patients are seeing the right clinician in the appropriate time frame.
What is Rapid Health?
Rapid health is an AI driven triage tool approved by the NHS. It allows the patient to either make an administrative request, book an appointment, or receive self-help information.
When you click on the Rapid Health button it will offer the following options:
- Medical Request
- Admin Request
- Self-help information
Clicking on the Medical Request button will take you to a detailed questionnaire to complete. This is then triaged, following which a suitable appointment will be offered.
How do I book an appointment
Book an appointment by clicking the link below.
Your GP practice – online services menu
What if I do not have access to the internet?
If you are unable to complete the form yourself, please ring Reception and one of our team will take you through the questionnaire and submit it on your behalf. You will then be offered an appointment in exactly the same way as anyone filling it out online.
Please be aware if you choose the option for a receptionist to fill the template in for you it will take longer than you doing it online yourself and your queue time on the phone may be longer. We wouldn’t recommend completing the form with a receptionist in person at the surgery as some of the questions can be sensitive and we don’t have the facility to offer a private space to complete this.
Reception can also send you a text message with the web link.
Why do I need to complete an online questionnaire?
All patients will be asked to answer questions using the online form or via the Reception Team when booking their appointment. Your answers help to ensure all patients are triage in the same way and are given equal opportunity to the most appropriate appointment regardless of how this is requested. This also means the clinician will have the relevant information prior to your appointment, enabling them to have more time to provide quality care to you.
When can I use Rapid Health?
The Rapid Health system will be available from 7:30am to 6pm each working day (Monday to Friday except on bank holidays).
How are other types of appointments booked?
We will not be using the Rapid Health System for the following appointments which can still be booked by contacting Reception.
- Practice Nurse appointments (e.g. cervical screening, vaccinations and injections)
- Annual reviews with a Clinical Pharmacist or Nurse (e.g. Diabetes, Hypertension, Respiratory, Cardiac)
- Medication reviews with a Clinical Pharmacist
- NHS Health Checks
- Home visits
- Extended access appointments
- Palliative care patients
What do I do if I want to see a specific GP or Clinician?
When booking an appointment, the GPs and Clinicians with available appointments will be shown and you can then choose from them.
Why have I been offered an appointment with this Clinician?
Patients will be offered an appointment with the most appropriate clinician for the problem described. This may include being signposted to another service such as a Pharmacy.
How can I pre-book an appointment?
All our appointments both on the day and days or weeks ahead will be available on the system. After completing the Rapid Health questions an appointment will be offered within an appropriate time frame.
I was not offered an appointment, what do I do?
Once you have completed our triage questionnaire, we will offer an appointment in the most appropriate time frame. If you have not received an appointment, it means that your request has been passed to the Doctor to review. A staff member will be in contact with you.
My problem is personal, and I only want to tell a GP?
In order for the system to direct you to the correct clinician in the correct timeframe you do need to give certain information on the form. This is saved directly on to your medical record but goes no further. If you need help navigating the questionnaire or our website, you can speak confidentially to one of our Patient Service Advisors at the surgery who can assist you. Our reception team follow a strict code of confidentiality just like the rest of our staff.
Who will book follow up appointments?
The clinician you see will book your follow up appointment if this is indicated.
How do I book an appointment for a child under 16?
Please follow the link below and select Under 16.
Your GP practice – online services menu
How does the Admin Request option work?
Through the Admin Request button, you can request sick notes.
Can I still order my repeat prescription in the old way?
Yes, please continue to use the NHS app, Systm Online or via the post-box. Please don’t order repeat prescriptions through Rapid Health.
Will I still be able to use the NHS app?
You will still be able to use the NHS app to access medical records, test results and prescriptions but you will not be able to use it to book appointments.
What if I have more questions?
Please contact us by phone or email if you have more questions that are not answered here. This system is new to us as well, but we will do our best to answer your queries and to make the new system work for everyone.
Home Visits
Housebound Patients
Please call the surgery before 10am to request a home visit, our reception staff will triage you over the phone.
Telephone Options
Medical Emergency Call 999
Option 1 – To cancel an appointment
Option 2 – Speak to patient service advisor
Option 3 – Prescriptions (call between 10am to 12pm), please note repeat prescriptions will not be ordered over the phone unless you are housebound
Option 4 – To request a home visit before 10am
Did not attend (DNA) policy
What a DNA is
A DNA appointment is when a patient does not turn up for appointments and does not contact the surgery to cancel or change the appointment.
This creates a significant strain on the NHS.
We understand that there are situations that can make it impossible for you to cancel your appointment, for example being admitted to hospital.
Our DNA policy
If you fail to attend 2 or more appointments in the 6 months from your 1st DNA date, you will get a warning letter. On your 3rd DNA within the same 6 month period, you will be considered by our GP partners for deduction from the surgery.
Cancelling appointments
To avoid DNA appointments please call the cancellation line on Option 1.
Contact us
If you would like to discuss DNAs, please contact the surgery.