NEW Appointment System from Autumn 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.


The Ask First app can provide easy online access for:

  • Booking Cervical Screening and NHS Health Checks 
  • Cancelling ALL appointments
  • Checking your symptoms
  • Making general enquiries/admin requests like extension of fit notes.

Download the Ask First app here:


NHS App and Patient Access:
Please download one of these Apps to be able to view your GP record in full and request repeat prescriptions.

Download the NHS app here.
Download the Patient Access app here.

Cancelling appointments
When we previously offered pre-bookable appointments, some patients decided they no longer needed the appointment and failed to tell us beforehand. DNAs (did not attends) are a serious problem for the NHS. Research shows that around 13 million GP appointments and 6 million practice nurse appointments are missed each year. We do monitor repeat offenders and send warning letters and consequences may be a removal from the practice list. Unfortunately there is little we can do for the loss of clinical time that these occurrences create so please always cancel an appointment that is no longer needed.

Please click HERE for digital support on how to cancel your appointment. 

We will be actively monitoring the new appointment system over the next few months and we value your feedback.