A message from the GP Partners at Skerne Medical Group

Following our recent website and Facebook posts we have been collating feedback from our patients and colleagues who use or link in with the services. This has included our district nursing colleagues, our patient participation group, our care homes, our residential homes and the feedback coming into the practice direct from you, our patients. While there have been some understandable questions and queries about the process and the triage, the overall feedback from those who have experienced a ‘triage model’ using digital access has been positive.  We are therefore now committed to and planning for this change to our appointment system from the 1/12/25.

Please see below for the FAQs:

I don’t want anyone but the GP to know my problem – why am I being asked for information about my problem?

It is us, the experienced and senior GPs, who will be reading each and every request.  Therefore it is essential that you provide us as the doctors  with some details of the problem so that we can correctly provide you with the most appropriate appointment.  For example, if this is a women’s health problem, this would generally be allocated to a female clinician.  If we as the doctor do not have enough information about your problem, then we may not be able to offer you an appointment with the most appropriate member of the team. 

How do I submit my request?

You can do this via your NHS app, or the website using the following link:  Contact the surgery online using eConsult - Skerne Medical Group

How do I know if I’ve been offered an appointment?

For all requests that have been assessed to need a same day appointments or in some way as urgent, you will be contacted via telephone.  For appointments that are not same day, you will be sent a self-booking link so you can choose the appointment time that is most suitable for you.  If you cannot operate the self booking link you can call the surgery who will book the appointment type offered for you on your behalf.

I do not agree with the length of time I have to wait for an appointment. How do I get a sooner appointment? 

The information you provided in your request has been assessed and triaged by a GP. Based on our  clinical assessment of your problem and the receptionist/care navigator cannot change the length of time your appointment has been offered for.   Because of this we ask that you do please add whatever information you think may be relevant to this decision to your form/request.  

We/our relatives are not familiar with digital technology/have no smart phone/cannot work a computer – how do they submit a request? 

We are hopeful that for some patients, there will be a family member or friend  that can support them through the digital request form.  However, for those who don’t have anyone to support them, or do not wish their friend/family to know their problem, they can speak to a receptionist/care navigator .  They will then ask the questions on the form via the telephone and complete the form on your behalf. If you are able to submit the form but don't have the means to do so, such as if you have lost/broken your phone or run out of data, then we will be providing for patients to make these submissions from each of the three sites via a patient tablet or other device in our reception areas.

If I come into the surgery to request an appointment, how will I get one?

Our trained reception team will first encourage you to use the digital request form.  This could be accessed if you have a smart phone on you.  If you do not, then we will have a tablet or other device on reception, and our reception team can support you, if needed, to have a go and make your request yourself. If you do not feel able to submit a request via tablet, then there will be some paper copies.  If reading or writing is something you or a family members finds difficult, then our receptionists can help you complete the form in a private area or over the phone.

How do I submit a request on someone’s behalf?

If you are submitting for a child, then you will be asked details about the child’s date of birth, and other personal details, before proceeding to give information about their condition.  If you are submitting on behalf of an adult, please ensure you have gained permission to do this for them.  You will need to know the patient’s date of birth and details of the problem.   

How do I get a nurses appointment for my annual review/ smear/ pill check? 

This will be done in  the usual way of phoning in and selecting the correct option on the telephone system.  Alternatively, there are also online booking options for some of these which you can access via the NHS App.

Why can’t I just call up and request a GP appointment like we used to?  

The previous system of phoning up for an appointment has been in place for a long time.  However, as the GP team, we feel that the  ‘first come first served’ process , means that there are some people with problems that are not being assessed in a timely manner.  There have been long waits on the telephone and the ‘8 am rush’.  We are hoping to reduce these problems that we  know are difficult for our patients.  We therefore feel that the process of clinical triage, by a GP, will improve the access and equity for appointments and improve patient care. 

Why have I not been given an appointment with the doctor/GP?

Over the past 20 years the clinicians you may see in the GP surgery has changed.  This has been a national NHS shift as the work force skills evolve and improve.   At Skerne Medical Group, we really value our team of doctors and also have an excellent team of nurse practitioners, practice nurses, health care assistants,  first contact physiotherapists, mental health practitioners, pharmacists, a well-being coach and social prescribers.  Therefore some of the clinical problems that our patients have may actually be best suited with one of these other team member.  There is also an array of problems that your local pharmacist/chemist may be able to support with.  Our allied health care professionals work alongside us as the GP, so if there is anything our colleagues feel that we as the GP needs to support the patient with,  they will ask for the our input.  So while you may not always ‘see’ a doctor, we are often overseeing the care that you receive from our other health care professionals.

Published on 13 November 2025