General practice

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.

A range of healthcare professionals work at, or are attached to, your local practice to help you get the right care for you. 

Around half of all appointments in Kent and Medway are now with members of the general practice team other than a GP.

Practice teams are trained to ask the right questions in order to get you to the most appropriate care. 

Some roles are new and so may be unfamiliar. Not all surgeries will have all roles, as the mix of specialists is decided locally, usually within the primary care network (PCN). 

General practice teams across Kent and Medway have other specialist clinicians and therapists working in the team.

These roles might include:

Practice nurses who can help with:

• vaccinations and injections
• supporting people with long-term conditions such as asthma and diabetes
• healthy living advice such as stopping smoking and weight loss
• family planning and sexual health advice, including cervical screening tests.

Healthcare assistants who can help with: 

• health checks, such as blood pressure monitoring or taking blood samples
• vaccinations and injections
• healthy living advice, such as stopping smoking and weight loss
• dressings and stitch removal.

General practitioners (GPs) who can help with:

• diagnosing and treating a health condition
• ordering tests and interpreting results
• prescribing medication where necessary
• referring you to hospital and other medical services for urgent and specialist treatment.

Social prescribers/link workers who can help with:

• getting people to focus on their own priorities and the things that affect their wellbeing
• supporting people to take more control of their health
• introducing people to groups and activities in their community

Pharmacists who can help: 

• support those with long-term conditions like asthma, diabetes and high blood pressure or anyone taking multiple medicines to make sure their medication is working
• prescribe medicines
• give advice about medicines and side effects.

Advanced clinical practitioners who can help with:

• diagnosing and treating health conditions
• ordering tests and interpreting results
• prescribing medications.

Paramedics who can help with:

• diagnosing and treating health conditions
• ordering tests and interpreting results
• supporting people with long-term conditions, such as arthritis and diabetes.

Physiotherapists who can help with: 

• diagnosing and treating muscular and joint conditions
• advising on how to manage your condition
• referrals on to specialist services.

Mental health therapists and practitioners who can help with:

• talking therapies
• tools and techniques to manage symptoms
• support for those experiencing the psychological effects of managing long-term conditions.

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.