Important Changes to How You Contact Us – from 20th October 2025
From 1st October 2025, new national NHS contract requirements came into effect. These national changes are designed to ensure that patients can access their GP consistently whether by telephoning, walking in, or using online tools.
Whilst we are already meeting the requirements with regards to online access, to further improve our online consultation process we are introducing Accurx triage, which will replace Patient Access messaging from 20th October 2025.
- Accurx triage will be available via our practice website and the NHS App (Mon–Fri, 08:00–18:30).
- Requests submitted during core hours will receive a response on the same working day. Requests submitted outside core hours will be responded to the next working day.
- You will still be able to use Patient Access for booking appointments, viewing test results, and ordering repeat medications.
- As is currently the case, the online consultation tool should only be used for routine queries. For urgent requests, patients should call the surgery.
- In emergencies, patients should continue to call 999.
We are making these changes in line with national guidance, but in a way that aims to be the least disruptive for patients, while improving the process of contacting us, requesting appointments, and maintaining our personal list system, where each patient’s care is overseen by a single responsible GP — which is an important part of The Allan Practice ethos.
Please see our FAQs below for details on how the new system will work and what it means for you.
❓ Patient Q&A – Changes to How You Contact Us
(From October 2025)
📞 Can I still phone the practice?
✅ Yes. You can still call us during normal hours (8:00–18:30, Mon–Fri).
📞 Please use the phone for urgent requests so we can help you quickly.
💻 How do I make a routine appointment or admin request?
🌐 The preferred way is to complete an Accurx online form via our website or the NHS App (Mon–Fri, 8:00–18:30).
Benefits of online requests:
- No long phone waits
- You can submit requests at a time that suits you
- Helps us gather clear information straight away for quicker responses
👩💻 What if I can’t use the internet?
No problem.
- Our admin team can help you complete the Accurx form with you if you come in or phone
- Or we can send you the link by text to complete on your own device.
⏱ What happens after I send a request?
We will review your request within 1 working day.
You will then receive one of these outcomes:
- Appointment offered (phone, face-to-face, or video)
- More information requested
- Advice or treatment
- Signposting to another NHS service
- Added to a waiting list (if appropriate)
💡 Why is the system changing?
This is a new NHS requirement. It means all requests (phone, online, in person) are handled in the same way.
Benefits to you as a patient:
- Fair and consistent access for everyone
- Quicker, safer decisions through structured forms
- Continuity with your usual GP where possible
- Reduced delays and phone queues
- Flexibility – submit requests at a time that suits you
📱 Can I still use the NHS App and Patient Access?
Yes. The both the NHS App and Patient Access remain available for:
- Ordering repeat prescriptions
- Viewing test results and records
- Booking appointments
- Submitting requests via Accurx forms (NHS App only)
🚨 What if it’s an emergency?
- 🚑 Urgent problem (same day): Phone the practice during opening hours.
- 🚨 Life-threatening emergency: Call 999 immediately.
🔴🟠🟢 Quick Guide
- 🟢 Routine request: Use Accurx online form (preferred option)
- 🟠 Urgent request: Phone the practice (8:00–18:30, Mon–Fri)
- 🔴 Emergency: Call 999
