New Booking System – FAQ’s

(From Wednesday 1st October 2025 onwards)

1. What is happening?

From Wednesday 1st October, Downing Drive Surgery will be introducing a new triage system for all patient GP appointment requests.

This means that instead of calling at 8am to book, all patients will now be asked to complete an online medical triage form. The form will be reviewed by a GP, who will decide the most appropriate next step for your care and ensure you are seen in the right place, at the right time, by the most appropriate professional.

From Wednesday 1st October, all medical requests should be submitted online using AccuRx. (See Question 4 below for how to do this).

2. What should I do if I need urgent help?

If you need urgent medical help that cannot wait:

Call 999 in a medical emergency,

Call NHS 111 for urgent health concerns or advice when the surgery is closed,

The online triage form should NOT be used for life threatening emergencies.

3. Why are we changing our booking system?

From 1st October, NHS England requires all GP practices to offer online consultation methods between 8:00am – 6:30pm.

Before now, we know patients faced the “8am scramble” to get through on the phones to book an appointment, so it worked on a first-come, first-served basis. When patients eventually got through, they often found that appointments were already full and were therefore asked to call back the next day.

This system also didn’t suit patients who were unable to call us at 8am.

We agreed the new system would support all patients to access their GP practice fairly and more easily. The new triage system has been designed to allow for easier access to our healthcare professionals, ensuring that requests are assessed by a GP and patients are directed to the right clinician, at the right time.

4. When will the triage form be open?

Medical queries: 7:30am – 6:30pm, Monday to Friday

Administrative queries: 7:30am – 6:30pm, Monday to Friday

5. How quickly will I get a response?

All medical requests submitted via the form will be reviewed by a GP and actioned within 48 hours Monday-Friday.

Life threatening emergency requests should NOT be submitted via the form – please use 999 or 111.

6. Can I use the form for non-medical or admin queries?

Yes. Patients are encouraged to use AccuRx for:

  • Requesting repeat prescriptions
  • Requesting sick notes (fit notes)
  • Asking about test results
  • Submitting any other administrative queries

This saves you time waiting on the phone and helps us respond more efficiently.

7. Where can I submit the form?

All patients will be required to submit their medical form via AccuRx which can be accessed using the following ways:

By clicking “Submit a New Request” on the homepage of our website: www.downingdrivesurgery.nhs.uk

Via the NHS App

Direct link: https://accurx.nhs.uk/patient-initiated/c82030

8. What does this mean for patients?

ALL patients will be required to complete the online patient medical triage form at a convenient time for them. This will be submitted to the practice and triaged by a GP.

The GP will decide the most appropriate clinician for your needs and the urgency of your appointment, ensuring that you are seen in atimely and safe way.

9. Do I need a log in for AccuRx to submit a medical form?

There is no log in required to submit a request via AccuRx. Simply go to our homepage on our website, click on “Submit a new request” on the AccuRx banner (see image below) and answer the questions on the form. You can fill the form in for yourself or on behalf of someone else.

As stated in question 4, you can also submit the form via your NHS App.

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10. What happens if I call the surgery to request an appointment?

From Wednesday 1st October 2025, all administrative staff will NOT be able to directly book or override appointments for any patients. All patients will need to complete a medical triage form, which will then be reviewed by a GP.

11. What happens after I submit the form?

Once the GP has received your medical triage form, they will determine the most appropriate outcome for your needs. This could be:

An appointment on the same day: if the GP feels you need to be seen urgently.

An appointment within 2 weeks

An appointment within 4 weeks

For appointments bookable within 24-48 hours: Firstly, you will receive an acknowledgement message from the GP who has triaged your request. One of our reception team members will then call you to book you an appointment at a time that is convenient for you.

For appointments bookable within 2-4 weeks: You will be sent a text by the GP with a booking link, allowing you to choose a suitable time and preferred clinician.

If you require an interpreter, please do not book your own appointment online. Call the practice instead so we can arrange this for you.

12. How do I submit the form if I don’t have internet access or struggle with technology?

We understand not everyone will be able to complete the form themselves.

You can either:

Ask a family member or trusted friend to complete it on your behalf.

Call our reception team, who will be happy to help explain the process or submit the form for you.

13. Will I still see a doctor?

As every request will be reviewed by a GP, the GP will determine the most appropriate healthcare professional or pathway for your needs.

This makes the system more efficient and safer, as your request is assessed by a clinician.

Many health concerns can be dealt with effectively by other members of our healthcare team. At Downing Drive Surgery, our team includes:

  • Advanced Nurse Practitioners
  • Clinical Pharmacists
  • Care Navigators
  • Social Prescribers
  • Practice Nurses
  • First Contact Physiotherapist (FCP)

Patients may also be referred externally or advised to access services such as, but not limited to:

  • Podiatry (foot problems)
  • Opticians (eye/vision problems)
  • Community pharmacy (minor illnesses such as coughs, colds, UTIs, rashes, sore throats, bites, back pain, some infections, and antibiotics)
  • Local mental health services
  • Eye Casualty
  • Dentist

This ensures you receive the right care, at the right time, by the right professional.

14. Do I need to give details about my health on the form?

Yes, we encourage all patients to provide as much information as possible so your request can be processed efficiently by a GP.

We understand some information may be sensitive. If you are uncomfortable sharing certain details, our team will support you. If we require more information, we will contact you directly by phone or text.

 

Disclaimer

The new process outlined above only applies if you are requesting to see a GP.

 

Please continue to contact the Surgery for Nurse appointments, such as, but not limited to:

  • Smear Tests
  • Blood Tests
  • Annual Reviews
  • Immunisations