Healthwatch Coventry Chair's Blog - December 2025
Since October 1st the contract under which your local GP operates has been changed. It now requires all practices to allow patients to request an appointment or a new prescription from eight o’clock in the morning until six-thirty in the evening, Monday to Friday.
The intention is to end the notorious 08.00 rush with patients desperately trying to make an appointment on the ‘phone, all too often failing to get through in time to see their doctor that day. Practices must now ensure that their online systems for appointment requests, medication queries and administrative issues are available during what are regarded as all core hours.
They can no longer tell a patient to “call back tomorrow” as all patient requests must be accessed that day. The patient must receive a response from the practice within one working day.
It does not mean that you will automatically see your Doctor, as they may decide that it would be more appropriate for you to be dealt with by, for example, a pharmacist, a physiotherapist or a nurse. As well as ending the 08.00 ‘phone call scramble it is also intended to ensure more efficiency with patients receiving the right care at the right time from the right health care professional.
Sounds great, doesn’t it? Well, that is not a view shared by everyone.
GPs and patients alike are concerned that the system relies heavily on the ability of everyone to contact their local surgery by using the NHS App or by some other online means. The truth is that not everyone can do that. Many do not have a smart phone or even a computer, and they rely on getting in touch on the ‘phone or by attending the surgery in person. The GP contract requires that telephone access is also available, but the new “all day” system relies heavily on people doing so online.
Any check on the accident and emergency department at your local hospital can provide evidence that some find accessing their GP is just too difficult and so go to A & E instead, adding to the often very long waiting times there.
The additional workload for GPs having to triage their patients throughout the day is another issue that is a cause for concern.
I am aware of practices who are implementing all this gradually, albeit in the knowledge that sooner rather than later they will have to embrace it fully as it is now in their contract. The cautious approach of some GPs is prompted by the knowledge that they may have a predominantly older patient age group who find online access difficult, and by easing their staff, including those on reception as well as the clinicians, through a process of embracing the extra workload.
It is nonetheless an example of the apparent determination of the Secretary of State, Wes Streeting, to improve the NHS and, thereby, the health of the nation. Such changes don’t happen without due concerns being properly addressed and solutions found.
It is why Healthwatch Coventry is conducting a survey of how the NHS App is working. We want to know how you use it, whether it is proving useful and how you think it could be improved. You can reply to out survey through our website – healthwatchcoventry.co.uk – or on social media. If you know someone who is unable to access the survey online, please call us on 0300 012 0315 between 09.00 and 14.00, Monday-Friday, and we will help.
Healthwatch Coventry is your local health and social care champion. Please get in touch to help us maintain and improve care in our city.
