GP Navigation - *NEW* for Autumn/Winter 2023

Everyone is aware of the pressures facing NHS services as we prepare for a very challenging winter.

At Poplar Grove we continually look at how we can get the most out of all available appointments. A recent Demand V Capacity Analysis showed that for every appointment available, at least 5 patients are seeking it.

In August 2023, we implemented a new system where every morning, one of our GPs is based alongside our highly trained patient services team (PST), ensuring the correct care is provided and that appointments are made efficiently.

Benefits to GP Navigation

  • All appointment requests are clinically triaged by our GP. This ensures the right appointment is offered to suit the patient’s needs.
  • We are offering more pre-bookable appointments, either face to face or a telephone call.
  • We are able to deal with “quick wins” like out of stock medications, prescription approval and signposting to other services when a GP appointment is not necessary.
  • Complaints have significantly decreased and our appointment availability is being used more productively.

Challenges to GP Navigation

  • We are aware call waiting times in the mornings are slightly longer, but once you get into the queue, all queries are dealt with efficiently.


Useful information...

  • The ask First App is available and provides access to on-line booking for a variety of services.
  • The NHS App allows you to view your GP record and view test results in a timely manner.
  • Please cancel appointments if they are no longer needed. 225 Patients failed to attend their pre-booked appointments in November!
  • Please treat our staff with dignity and respect. We do understand how challenging it can be accessing NHS services and our staff are doing everything they can with the resources we have. Abuse to our staff has got worse and we have a duty of care to them, as well as our patients.

Thank you for your support and understanding.