Palatine Group Practice overhauls patient access with new digital request system

Palatine Group Practice has launched a new system for handling medical and administrative requests. The changes aim to make it easier for patients to access care while reducing pressure on the surgery. All enquiries now start with an online form or a phone call for urgent cases.

The new approach requires patients to submit medical or administrative questions through an online form. This form is open from 8am to 4pm, Monday to Friday. After 4pm, non-urgent requests must wait until the next working day when the form reopens.

Patients with urgent medical concerns between 4pm and 6pm should call the practice directly. All medical requests are first reviewed by a GP or clinician, who then decide the best next step for each case. Clinical staff assess individual needs before referring patients for further care or advice.

Administrative requests go straight to the administration team for processing. During the trial period, medical requests are limited to 100 submissions per day. Support is also available for those unable to use online services.

Early feedback indicates the system has cut waiting times and is simple to use. The practice hopes these changes will streamline access to care and ease the workload on staff.

The online form is now the main way for patients to contact Palatine Group Practice. Urgent cases outside normal hours still have phone support. The trial period will help determine whether the new system improves efficiency in the long term.