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IMPROVING YOUR ACCESS TO GP SERVICES
At our practice, we are making it easier for you to get the care you need, when you need it, from the right professional. This may not always be a GP, but the right person for your needs.
What we have already improved
Over the last year, we have been working to improve access by:
- Improving telephone systems and call handling
- Supporting you to find the right care or service for your needs
- Providing more consistent care for patients with complex needs
- Encouraging use of digital tools such as the NHS App
- Asking patients for feedback to help shape services
What is new in 2026/27
This year, we are building on that work and focusing on:
Easier contact with your practice
- Making it easier to contact the practice
- Practices are continuing to improve phone systems, call-back options and queue information
- We are also working to make access clearer and more consistent across all practices
More support to use the NHS App
The NHS App can help you:
- Order repeat prescriptions quickly
- View parts of your GP health record
- See test results
- Manage appointments where available
- Receive messages from your practice
New this year:
- Our Practice Ambassador can guide you through setting up and using the NHS App, making it simpler to manage your health
- Where available, online services will include translation support
More consistent care for patients who need it most
Some patients with more complex or ongoing health needs benefit from seeing the same team more regularly.
New this year:
- More patients will be identified who would benefit from more consistent care
- We will focus on supporting patients with more complex or higher-risk health needs
- We will keep reviewing how this works so care feels more joined-up and consistent
Listening to patients and acting on feedback
Your feedback helps us improve how access works.
This year practices will:
- Run an access survey for patients
- Promote it widely online, by text, in practices and through local networks
- Use feedback to improve services
New this year:
- There will be a stronger focus on hearing from different communities and people who may find it harder to access care
- We will carry out community engagement during the year
- We will work with local groups and partners to build trust and improve access
Reaching out into local communities
New this year:
- We will identify local population groups who may face more barriers to accessing care
- We will take part in community sessions and events to improve awareness
We want to hear from you
We are committed to improving with your help. You can get involved through:
- Patient surveys
- Practice Patient Participation Groups
- Practice website
- Local engagement and outreach events
THANK YOU
Thank you for helping us shape better GP services for our community.
Follow Hesa Medical Centre on WhatsApp
Our WhatsApp Channel is the easiest way to stay up to date with important information from the practice, straight to your phone.
By following our channel, you’ll receive updates on:
- Practice news and announcements
- Upcoming health campaigns and events
- Helpful NHS and local health information
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01895 320910
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- Tap “Follow” at the top of the screen.
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Tap the bell icon to turn on notifications so you don’t miss any updates
Improving Your Access to GP Services
We’re working together across local GP practices to make it easier for you to get the care you need, when you need it — and from the right person. That might not always be a GP, but the most suitable healthcare professional for your needs.
What We've Done So Far
- Brought more skilled staff into practices:
- Clinical Pharmacists, Social Prescribers, Physiotherapists and Paramedics
- Increased appointment numbers, including same-day appointments
- In the last year we provided an extra 12000 same day appointments through our primary care network
- Introduced a cloud-based phone system to help answer your calls more efficiently
- Launched online consultations so you can contact us another way
What We're Doing in 2025/26
In 2025/26, we’ll be focusing on the following areas:
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Online Consultations
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Helping You Get the Right Care We’re working hard to reduce call waiting times, as well as introducing a Call-back option so you don’t need to wait on hold during our busy periods
· Our care team will help guide you to the right support – whether that’s whether by phone, in person, or online · This may include booking an appointment with a GP or another suitable clinician
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Sign Up for the NHS App The NHS App makes it easier to:
If you’re aged 13 or over, speak to our reception team, join a digital support session, or click the link to get started. |
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Continuity of Care for People with Complex Needs
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We Want to Hear From You!
In 2024, we:
- Ran a patient survey to gain your thoughts on access to GP services
- Held local events and a borough-wide webinar to hear your views
In 2025/26, we will:
- Launch a new survey with your input via the Patient Participation Group (PPG)
- Share the survey widely and hold another open engagement session – everyone welcome!
Thank You
Thank you for sharing your feedback — it’s helping us improve and shape better GP services for everyone.
Net Zero Commitment Statement
At Hesa Medical Centre, we are committed to supporting the UK’s national goal of achieving net zero carbon emissions by 2050. As part of the NHS, which has embedded net zero into legislation through the Health and Care Act 2022, we recognise our responsibility to deliver healthcare in a way that protects both people and the planet.
We pledge to:
• Transition to low-carbon operations across our estate, energy use, and procurement
• Promote sustainable prescribing and reduce pharmaceutical waste
• Encourage active travel and reduce unnecessary patient journeys
• Support staff and patients in making environmentally conscious choices
• Align with NHS England’s Greener NHS programme and local Green Plans
We believe that delivering high-quality care and safeguarding the environment go hand in hand. By embedding sustainability into our practice, we aim to contribute meaningfully to a healthier future for our community and the world.
Page created: 03 February 2023
