23/06/2026
Important Update: Changes to How We Direct Patients to Care
From 13 July 2026, our reception team will be using Smart Navigation to help ensure you receive the right care, at the right time, and in the right place.
Smart Navigation is a clinically approved system that supports our reception staff in directing patients to the most appropriate healthcare professional for their needs. This means that, rather than always booking an appointment with a GP, you may be signposted to another suitably qualified healthcare professional, such as a pharmacist, physiotherapist, nurse, or community service, or be provided with self-care advice where appropriate.
Smart Navigation includes triage guidance for over 300 health conditions. The system has been developed by GP clinical leads and is aligned with NICE guidance, enabling our reception team to confidently direct patients to the most appropriate service first time. This may include a same-day GP appointment, a nurse appointment, pharmacy support, or other local healthcare services.
We appreciate that this represents a change for both our patients and our staff, and we ask for your patience while we implement this new way of working. We strongly believe that Smart Navigation will help us improve access to care by supporting our commitment to:
• Providing same-day appointments for urgent medical needs
• Offering routine appointments within 7 to 14 days where appropriate
• Directing patients to services that may be better placed to meet their needs
• Helping patients receive assessment and treatment through the fastest and most appropriate route
Your feedback is important to us and helps us continue to improve our services.
Thank you for your support and understanding.