Patient Notice

 

Important Update on Appointments and Capacity

Dear Patients,

We understand how frustrating it has been for many of you to book an appointment recently, and we sincerely apologise for the inconvenience this has caused. We know how important timely access to healthcare is, and we want to be open about the challenges we’re facing, the steps we’re taking to improve the situation, and how you can help us make the system work better for everyone.

Current challenges

Since January 2025, we’ve experienced a significant reduction in GP capacity, equivalent to nearly five full days of GP time each week. Additionally, Dr. Cochrane will be away from the surgery from February to the end of May, creating further gaps.

This reduced capacity comes at a time when demand for appointments has risen sharply. When we introduced the ‘total triage’ model in July 2024, we saw patient contacts jump from 2,000–2,500 per month to over 4,000 in July alone. Even after adjusting the system, we’ve been managing around 3,700 contacts monthly—workload levels that are simply not sustainable or safe for patients or staff.

What we’re doing to Improve Access

While the situation is challenging, we have some positive developments to share:

  • New Recruits: We’ve welcomed Dr. Stephanie Brown and Dr. Sheeba Kandasamy, who will begin seeing patients after completing their induction. A new Paramedic Practitioner will also start seeing patients from March.
  • Extended Hours: We’re offering more appointments outside regular hours, including monthly Saturday clinics and some early Friday morning appointments with healthcare assistants.
  • Flexible Triage System: We review appointment capacity daily, adjusting online consultation limits based on staff availability to maintain safety and efficiency.
  • Efficient Appointment Management: Routine appointment requests are triaged by GPs to ensure necessary tests or investigations are arranged before appointments, reducing the need for multiple visits.

Why there is still a limit

There is a safe limit to the number of appointments we can offer. The British Medical Association recommends GPs handle no more than 24 patient contacts per day. To meet the demand we experienced in July 2024, we would need the equivalent of 15 full-time GPs—we currently have around 8. Unfortunately, the current funding model for General Practice in England, based on registered patients (13,100 at our practice), doesn’t allow us to expand our GP workforce significantly.

Despite these constraints, in January 2025, we still managed over 2,500 patient contacts, higher than in many months of early 2024. In 2024, we had over 34,500 patient contacts in our GP and Paramedic’s minor illness appointments.  Including all other clinical and health professionals, we had nearly 75,000 patient contacts in that year.

How you can help

While we’re working hard to improve, small actions from patients can make a big difference:

  • Cancel appointments you no longer need: In January, 9 missed appointments accounted for over 135 minutes of GP time. If you can’t attend, please leave a voicemail to cancel—no need to wait on hold.
  • Keep contact details updated: Ensure we have your current mobile number so you receive appointment reminders.
  • Consider alternatives: If your condition can be managed by a community pharmacy, or other members of our multidisciplinary team (nurses, pharmacists, paramedics), this can free up GP appointments for those who need them most.
  • Make The Right Choice: Get seen in the right place, at the right time by the right healthcare professional for NHS services in Sussex.

Looking ahead

We are constantly reviewing our systems to improve access while ensuring patient and staff safety. We appreciate your patience and understanding as we navigate these challenges. Your support helps us continue providing safe, effective care to our community.

Thank you for working with us.

Kind regards,
Flansham Park Health Centre Staff 

Published: Feb 6, 2025