New Booking System – FAQ’s

(From Wednesday 1^st October 2025 onwards)

1. Do I need the internet?

No – reception staff can complete the form with you by phone or in person. A friend/family member can also help.

2. What if I have trouble using the new system?

We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time.

We will, of course, provide additional support to those patients who are unable to use online resources.

If you do not have online access, or experience other difficulties using digital technology, please speak to our patient services team about how we can help you in your usual way.

3. Isn’t this ageist?

No – most of our more senior patients have access to the internet or smartphones and are quite capable of using the simple online system.

We are planning to use our patient services team at the practice to support anyone who needs a bit of extra help.

4. Do I have to share personal information with a receptionist if I ring/walk-in?

It is important that you give us as much relevant information as possible so we can ensure your request is triaged properly.

We understand some issues can be sensitive.

Our Patient Administrator team are trained in asking difficult questions, they have signed confidentiality documents.  Their role is paramount to provide health services to our patients.

5. Can I walk into the surgery to make an appointment?

We strongly discourage patients from walking in to make an appointment.  Primary care has never been an emergency service – if a patient needs immediate medical attention, you should ring 111 or go directly to A+E.

If a patient walks in, they will be treated the same as anyone sending an online consult or ringing the practice. The receptionist will ask you for details to complete the form and this will be added to the triaging GP list to be assessed.

It does NOT speed up your enquiry – we manage the requests based on a safety system.

6. What if I prefer not to tell the receptionist my symptoms?

You can complete the online form privately. Receptionists are trained in confidentiality.

7. Can I choose what time I come for an appointment?

For routine planned appointments, we will give as much flexibility as possible (subject to availability).

For urgent appointments, we expect patients to be flexible and will likely be asked to attend at any time between 8am-6.30pm, subject to what we can offer.  We do NOT have flexibility on these.

For urgent health problems, employers are legally expected to allow employees to attend these (including at short notice).

8. Why can’t I send a request when you are shut?

Primary care remains a Monday to Friday, 8am-6.30pm service.  There are other services available for urgent problems outside of this time.

We must manage demand on the practice – our practice team work hard but also need to work within safe working conditions.

9. What about home visits or community care?

These will still be arranged based on clinical need, especially for housebound or vulnerable patients. Use the online form (or call us) to request help, as early in the day as possible. Care coordinators and reception staff will provide extra help if needed

10. Will this affect how I get repeat prescriptions?

No. You can continue to order repeat prescriptions through:

– The NHS App (preferred and quickest method)
– AccuRx Triage via surgery website
– Your pharmacy

11. 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.

12. 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: https://cherryhintonmedical.co.uk/
• Via the NHS App
• Direct link: https://accurx.nhs.uk/patient-initiated/d81025

13. Will I still see my usual GP?

Yes, where possible for routine care. For urgent issues you may be seen by another clinician if your GP is unavailable.

14. Is my information secure with AccuRx?

Yes. AccuRx is an approved NHS partner and complies with strict confidentiality and governance requirements for use in the NHS. More information can be found here: Accurx | Security.