Newsletter - October 2025

You and Your General Practice

We've listened to patients' feedback and are pleased to announce that will be bringing back call-handling to the Practice from 1st October 2025.

Why are you making this change?

We had hoped that using an external call-handler would help to shorten call wait times and allow our surgery-based Reception team to concentrate on patients who need help face-to-face. However, feedback has shown that patients have missed the expertise of our in-house receptionists who are able to signpost to local services and help patients get the help they need faster.

What does this mean?

From Wednesday 1st October, if you call us on 020 8763 5620, your call will be answered by one of our in-house reception team.

We have recruited three new members to our Reception team - welcome to Danielle, Michelle and Priya - who have received in-depth training over the last few months and join our existing team of highly experienced staff (Alyson, Jackie, Sally, Yasmina, Leannah, Laura, Luisa). The team will shortly be joined by 3 more experienced GP receptionists: XXX, XXX and XXXX. 

Help Us Help You

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.

2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.

3. Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that we can offer it to someone else.

4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.

5. Turn on notifications: If you use the NHS App, turn on notifications so we can contact you more easily. Please keep an eye out for messages.

6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.

7. Join the Patient Participation Group: Our practice has group of patients who can offer feedback on the services it delivers. Please cick here for more information about the PPG and how to join.

Accessible Information Standard

The Accessible Information Standard aims to ensure that disabled people have access to information they can understand and the communication support they may need. The Standard applies to service providers across the NHS and adult social care system. As organisations that provide NHS services, GP practices are required by law to follow the Standard under Section 250 of the Health and Social Care Act.

We want to get better at communicating with our patients and ensure you can read and understand the information we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.

Please inform us of any accessibility requirements you have, as this will help us to make sure we get things right for you.