Patient Notice: Working Together to Provide Safe Care – Practice Update

Posted on May 5th, 2026

We would like to share some important information about how GP services are delivered and how we can work together to provide safe, effective care for all our patients.

Practice Opening Hours

We are open Monday to Friday, 8:00am to 6:30pm, in line with our NHS contract. During these hours, our team is available to receive and manage patient requests and provide care.

Additional Current Pressures

We are currently under additional pressure due to high levels of staff sickness across the practice. In addition, a recent water leak at our Owlthorpe site has resulted in us needing to temporarily close that building while damage is assessed and repairs are completed.

As a result, we have had to consolidate all services at our Hackenthorpe site. We want to reassure patients that we have made this change in a way that has allowed us to continue providing care without the need to cancel appointments, although this has significantly increased pressure on space, staff, and capacity.

We appreciate your understanding and patience while we manage these temporary but significant challenges.

We have also recently introduced Emma, our AI-assisted reception system, to help manage patient requests more efficiently. This is designed to support access to care, especially during periods of high demand. We appreciate that this is a change for patients, and we kindly ask you to bear with us while we continue to refine and improve the system based on feedback.

Understanding Expectations

We understand that when you contact the practice, you want timely and convenient access to care. However, demand for GP services is currently very high across the NHS, and there are limits to what we can safely provide each day.

Under our NHS GP contract, we are required to:

• Ensure all patient requests are assessed and responded to
• Prioritise care based on clinical need, not order of contact
• Provide safe, appropriate care using the most suitable clinician or service
• Make best use of available appointments and resources

This means we may not always be able to offer:

• Same-day appointments for non-urgent problems
• A face-to-face appointment in every case
• An appointment with a specific GP of your choice
• Immediate responses for routine queries

These decisions are made to ensure that patients with the greatest clinical need are seen first and that care is delivered safely.

Why This Matters

Our clinical team must balance a high volume of requests every day. Offering every patient immediate or preferred access is not always possible and, if attempted, could compromise patient safety.

We understand this can sometimes feel frustrating, but these systems are in place to protect all patients.

Response Times (Including Online Requests)

We aim to respond to all patient requests as follows:

• Urgent requests: reviewed and responded to on the same working day
• Non-urgent requests (including online submissions via Emma or our website): responded to by the end of the following working day

All requests are assessed in the same way regardless of whether they are submitted online or by phone, and are prioritised based on clinical need.

How You Can Help Us (and Yourself)

There are several ways you can help us provide care more effectively:

• Use the right service: Many conditions can be treated by pharmacies (e.g. Pharmacy First), physiotherapists, or other NHS services without needing a GP appointment
• Contact us appropriately:

• Urgent problems should be raised as early as possible in the day;
• Routine issues can often wait and may be easier to manage later in the week

• Be aware of busy periods: The practice is typically much busier at the beginning of the week, particularly Mondays. If your request is not urgent, you may wish to consider contacting us later in the week when demand is often lower
• Provide clear information: Giving full details about your symptoms helps us assess your needs quickly and accurately
• Be open to alternatives: Telephone consultations, online advice, or seeing another healthcare professional may be the most appropriate option
• Be patient and kind: Our staff are working hard within NHS guidelines and are here to help you

Working Together

We are committed to providing the best care we can within the resources available. By understanding how the system works and supporting each other, we can ensure that care is delivered fairly and safely to everyone who needs it.

Thank You

We truly appreciate your cooperation, patience, and understanding.

GP Partners and Manager

The Thorpe Practice