If you have an illness or injury that won’t go away, including persistent vomiting, ear pain, stomach ache or back ache, make an appointment with your GP practice team.
You can contact most GP practices online as well as by phone. We know general practice phone lines are very busy and the appointments available are quickly taken.
We know it is frustrating, but please treat the practice staff with respect, they are often dealing with hundreds of calls every day.
If you can use online assessment services or the NHS App please do. They can be convenient and also help to free up phone lines for those without online access. You can also use online methods to order repeat prescriptions and fit notes at some practices.
When you get through, you may be asked some questions about your condition. This is because there are a number of different health practitioners that now work in general practice – read about these roles below. By asking some questions the person on the phone can get you to the right professional as quickly as possible.
Visit your practice’s website to find the best way to get in touch.
For help finding a general practice, use the online search on the NHS website or phone 0300 311 22 33.
The NHS App is the digital front door to the NHS. It gives users a simple and secure way to access a range of services including ordering repeat prescriptions, checking test results or finding out where they are on a waiting list.
Nearly one million people in Kent and Medway - that's half the population - are using the NHS App.
You can use the NHS app to:
- check your symptoms and get instant advice
- book some appointments
- order repeat prescriptions
- check test results
- view your GP medical record
- see you Covid-19 vaccination status.
Visit your own practice’s website to find out how they are linked in with the NHS app.
For more information on the app go to www.nhs.uk/nhsapp
NHS Digital has created a series of walk-through videos about how to use the NHS App and its features. Watch the videos.
Download the app on your smartphone or tablet via the Google play or App store.
Beth Forrester from Kent said: "I downloaded the NHS app because I saw it advertised on TV and I thought it sounded like an easy way to see everything related to my health in one place. I find it easy to navigate and it's quick to find out about updated referrals or appointments. I mainly use it to check appointments, view letters and test results as these are often uploaded before the post arrives, which stops me having to call the GP practice. I also use it for repeat prescriptions. I've recommended it to family and friends because it's so easy to use."
The total triage system – or Modern General Practice Access Model – is the model the NHS wants all GP practices in the UK to adopt.
The idea behind total triage is those with the greatest need can be identified and the practice makes sure patients are dealt with before their problem escalates.
It's a system where every patient who wants an appointment has their need assessed by a specialist team, overseen by a clinician.
How it works...
Every request for an appointment is assessed by the GP triage team.
All requests are channelled through an electronic appointment system, so the practice tea can make sure all the information the GPs need to direct the request is collected and passed to them.
Patients can complete this form online (on a phone or tablet) or if they are not digitally confident, they can ask the care navigator at the reception desk to do it for them (in person or over the phone).
This form is sent to the GP triage team and they review it.
The team will determine what the best solution is.
It might be they will signpost the request to the new Pharmacy First scheme, which means going to a pharmacy is the best solution for you on the day.
If they decide you need an appointment with a GP, or associated clinical professional, they will assign you a same-day appointment or a routine appointment.
They will also decide whether a face-to-face appointment is needed, or a telephone consultation might be best.
General practice teams across Kent and Medway have other specialist clinicians and therapists working in the team.
These roles might include:
- practice nurses
- nurse practitioners
- paramedics
- clinical pharmacists
- physiotherapists
- mental health therapists and practitioners
- healthcare assistants
- social prescribing link workers.
Experts working in these different roles can treat and support people depending on their specific needs. It means you might not always see a GP, but you will be offered appointments with people who are skilled and able to help based on your needs.