· You do not need a log in to submit a SystmConnect. If you do, this will help us match your request more easily and allow you to attach pictures and files.
· If you are contact us after 4pm and your issue is urgent, please phone us instead of submitting an online request. We have limited same day appointments later in the day and this will help us prioritise your request and give you the help you need.
· You can now submit an online request for a medical or administrative issue during all core hours (7.30am to 6.30pm).
· Please submit a SystmConnect by clicking on the ‘Start SystmConnect,’ located at the bottom of this page to get medical help from the surgery. We will ask you a few short questions to understand your issue. This process allows us to triage appointments to ensure that we make best use of appointments, so everyone gets the help they need.
Please read the information below to make best use of this service before clicking to the next step. Please help us to solve your issue first time by answering all questions honestly and giving us enough information to understand your issue. Your information will only be viewed by surgery staff providing your care, all of whom are committed to confidentiality and do regular information governance training.
What happens next?
Your SystmConnect will be reviewed by one of our trained care navigators. We will respond to you the same day by text message, phone call or email reply to let you know what happens next. If you have an urgent issue, please ensure your phone is on and you can answer this.
In many cases, we will send you a link so you can directly book a suitable appointment convenient to you. We may also signpost you to other services if appropriate, or arrange a clinician appointment outside of normal working hours through Extended Access (BEDOC) ( https://bedoc.co.uk/)
In the unlikely event that you do not hear from us, please call the surgery.
What if my symptoms get worse or change?
If you need more urgent help, please contact 999/111 or go to A&E. If your symptoms change, you can send a new SystmConnect – please make it clear you are providing more information about the same problem.
What if I cannot complete the SystmConnect?
A relative or friend can help you. We will still reply to you unless there is consent on the notes for us to talk to someone else about your health.
Otherwise, please call or come into the surgery and our Patient Care Team will be happy to help you. They will take your information and your issue will be handled the same way as if you have completed an SystmConnect yourself.
What if I need a home visit?
Please complete a Systmconnect explaining your issues and we will review this. The care navigators can arrange a visit if needed. Unless there are exceptional circumstances, visit requests must be received by 10am. We can only visit patients that are truly housebound
What if I need an appointment with the practice nurse?
The process for this has not changed. Please call the surgery or come in to book this.
What if the system is not accepting SystmConnects?
In line with the new contract, we accept SystmConnect requests for clinical and administrative issues between 7.30 and 6.30pm Monday to Friday, please come back during this time.
If you have an urgent issue after 4.00pm please phone the surgery so we can ensure this is dealt with appropriately.
After 6.30pm and at weekends, please call 111 for the out of hours service.
If we have reached capacity for the day, please come back tomorrow when the service will reopen. If you need urgent help today, please go to the walk in centre (until 2pm) or call 111. In an emergency, please attend A&E or call 999.
Start SystmConnect