The way you can access GP services has changed. Below are some frequently asked questions that may help you understand these changes:

How do I get an appointment? 

The easiest and most effective method is to use our Rapid Health Booking Service. This service is open 24/7 and allows patients to book directly into clinics following a short triage questionniare regarding symptoms. In order to use this service, an email address must be documented on the patient record. This service can be used by those who may care for elderly patients on the patient's behalf and can also be used to arrange appointments for children. Administrative queries can also be submitted via this system. Rapid Health offers both telephone and face to face appointment options. Please check your confirmation email as to what appointment you have booked and what building it is in. If the Rapid Health Service does not offer you an appointment at the end of the triage, do not worry. The information submitted still comes to the surgery, where it is reviewed and a link may be sent with specific appointment types for the information submitted. Rapid Health can be found here: https://kingsway-consult.uk.rapidhealth.co.uk/ 

Whilst you can still call us at 8am on the day, the aim of Rapid Health is to ensure the phonelines remain free and more streamlined for those who are technologically impaired or have no other option than to call the surgery. 

You can also submit a queries or appoimtment requests through our Accurx Service. This service is for routine, non-urgent matters only and a response could be recevied between 48-72 working hours from submission. The Accurx Service is open 24/7 for submissions, but please note any submissions made on a weekend or bank holiday will be reviewed on the next working day. This is a texting service, thus you will receive a message back or potentially a telephone call. Please note the information submitted is triaged by our reception team, these enquiries are not reviewed by a clinician. You can use Accurx here: https://accurx.nhs.uk/patient-initiated/C82039 

Why Might I be Offered an Appointment at the Pharmacy First? 

We work closely with certain local Pharmacies and as a result, the Pharmacists at these organisations have undergone further training (in line with the extended scope for Pharmacist roles as part of the NHS plan). Due to their further training, our local Pharmacists are able to treat and diagnosis a much wider range of acute illness, outside of the seven common conditions (for which any Pharmacist is able to treat and does not require an appointment). Therefore, based on the information provided by yourself, you may be triaged to the Pharmacist in the first instance with a booked appointment arranged and a referral sent to them. If the Pharmacist feels the matter requires further GP input or investigation, they have a direct line to our duty GP each day and can contact them to arrange a further assessment (typically the same day).

Self Certification and Sick Notes 

Our Self Certification procedure changed in January 2025, due to a large number of patients asking for re-issues of sick notes as the notes did not match what they had submitted on their self certification. This wasted clinical time and caused dulication of work. To aovid this, we now ask for a copy of the self certification to be provided, so this can be scanned onto the record. If a fruther sick note is required following the self certification, the GP will be able to see the exact diagnosis/medical problem the patient is submitting sickness for and thus, can issue a further sick note or plan continuining care more efficiencantly and with less delay. 

What Do I Do if Symptoms Worsen After an Appointment?

Our clinicians are only able to diagnose and curate treatment plans based on the presentation of symptoms at the time of the appointment and the information provided at this time by the patient. Regrettably, they are unable to predict whether symptoms would likely deteriorate in the hours or days following the appointment. This is why safety netting advice is provided at each appointment, such as contacting NHS 111, attending A&E or calling 999 if symptoms do worsen. Depending on the case, the clinician will also advise of “red flag” symptoms to monitor for following the appointment and if these occur, which healthcare facility to contact urgently. 

What if I do not have access to a smartphone or web camera?

While technology has evolved and supports us all in many different ways in our day-to-day lives, we appreciate not everyone will have access to a smartphone or web camera for a video consultation.

We can still talk to you on your mobile phone or landline. Please let us know if you do not have a smartphone, so we can put a note on your record. This note will prevent us from sending links to your phone. 

Why Does the GP Charge for Letters & Forms? 

These fall under the category of private work, which is work that is not funded by the NHS, but may still fall to General Practice to complete. As a result of this, the work therefore carries a charge. 

We would require payment in advance of the work being undertaken. Once payment has been received, we will then aim to complete your request within 28 working days. 

We do offer an express service, whereby if work is required urgently, we will aim to complete the request in 48 hours. However, due to the nature of these requests, the express fee is charged at double the standard rate

If you would like to continue with your request, please let us know and pay the fee to the reception desk at your earliest convenience. 

Please note that GP letters/forms are considered supporting letters/documents, and the contents of the letter/form will consist of what we are able write under the guidance for GP Practices. The practice is not responsible if the company you are liaising with does not accept the same and no refunds will be given for work already carried out. This is due to the fact the fee covers the GP’s time taken away from NHS responsibilities to complete private work requests. 

Our current private work pricing can be found here: https://www.kingswaysurgery.co.uk/non-nhs-services 

How do I get a repeat prescription?

Prescriptions can be requested via our website, patient access, email or by post.

How do I cancel or move a booked appointment?

Appointments can be cancelled via the NHS App, submitting an admin request through either Rapid Health or Accurx or contacting the practice by telephone. 

Please note that if you are trying to cancel an appointment less than an hour before the start time, we may be unable to cancel it due to the short notice and this will go down as a non-attedance on your record.

How do I see a GP during the evening and weekends?

For evening and weekend access to GPs please either visit 111.nhs.uk or call NHS 111.

What if I am not registered with a GP practice?

You can call any GP surgery to get emergency treatment for up to 14 days if you are not registered with a GP or are away from home.

If your treatment will last longer than 14 days, you’ll have to register as a temporary or permanent resident. You can find more information about this via www.nhs.uk and search ‘how to register with a GP practice’.

If you are a resident in the area and need to register with a practice, then it’s best to look at practices where your home falls within its geographical boundaries. You can check a GP practice boundary by visiting their website.

Once you have selected which practice you would like to register with, make contact with them either by calling or visiting their website.

You will be asked to fill out a registration form and once it is completed and returned, NHS England will transfer your medical records to your new practice. They will also write to you to confirm your registration with your chosen practice.

Why Can't the GP do Capacity Assessments? 

A GP can only assess a patient's capacity at the time of presentation and in matters concerning health only. They are not qualified to determine if patients have capacity to make decisions regarding legal or financial affairs. For this, patients require a legal practitioner, rather than a medical practitioner. Your solicitor should be able to do a capacity assessment, or direct you to a service that can do the same (please be aware there may be a charge). If your solicitor is unable to help with this, you can contact the Citizen's Advice Bureau here: 0808 278 7854 (for local Blaby Offices) or visit their website here: https://www.citizensadvice.org.uk/ 

Referral Processes and Information 

The GP has a responsibility to complete and send a referral to the hospital (secondary care) when medically necessary. After the referral has been sent, the responsibility of the GP and the practice ends.  The responsibility then transfers to the patient to contact the hospital for any updates regarding the referral and any appointments in relation to that referral. The surgery has no control over secondary care wait times and this varies from department to department. Whilst we may be able to write an expedite letter for your referral, please note that this does not guarantee you will be soon any sooner by the department. This is because expedite letters are reviewed and triaged by the hospital department consultants and they will make the final decision in this regard.