Improving Access for Patients with Rapid Health

Non-urgent advice: Introduction

At Hama Medical Centre, we care about making it as easy as possible for you to get the care you need, when you need it.

Over the next few weeks, we’ll be introducing a new appointment system called Rapid Health. This system is designed to help you reach the right clinician more quickly, reduce waiting times, and make booking appointments simpler for everyone.

With Rapid Health, you’ll be able to:

– Request an appointment online at any time, without having to call the surgery.

– Be matched with the most appropriate clinician for your needs, helping to avoid unnecessary follow-up appointments.

– Continue to be seen the same day for urgent issues, with routine appointments offered within suitable timeframes.

– Still speak to our reception team by phone or in person if you’d prefer help that way.

We’ve listened carefully to your feedback about appointments and access. You’ve told us that booking online should be easier, that waiting for the right type of slot can be frustrating, and that phone queues can be long.

This update is part of our ongoing effort to improve access, reduce waiting, and give you more time focused on your care.

Non-urgent advice: How it works

Rapid Health allows our practice to follow the NHS recommended general practice model (as shown above). More information about this model can be found here (NHS England).

Patients can still access the practice by telephone, at the reception desk and online, but all requests are captured and either given an immediate appointment by the Rapid Health system, or sent directly to a clinician to be assessed.

Patients will be asked to complete a questionnaire which will cover multiple questions that will give clinicians the right information to be able to deal with your request appropriately. This means when you have your appointment, we can spend more time on care and not gathering information.

  1. Tell us briefly what you need
  2. We match you to the right appointment
  3. Attend by phone or in person

Patients are then provided an instant outcome and choice. Based on the outcome, you will have a number of appointment slots to choose from.

Red – we’ll see you today
Amber – by tomorrow
Yellow – within 2–5 days
Green – routine (next available)

Non-urgent advice: What we would like you to do

Please make sure your email address is up to date in your patient record.

We’ll use your email address to send you the link for the new booking system and to keep you informed about your appointment.

We will be contacting patients that do not have an email address on their record to see if you would like to add one to access the system.

You can also use the form below to send us your email address now.

Update your email

Name
DD slash MM slash YYYY
Address
Email
You can use the NHS App to update your email address:


1. Access your profile using the icon in the top right corner.
2. Click Settings
3. Click Manage NHS account
4. Click Contact details and add/update your email address

Alternatively, you can contact the practice by usual means.
Click here for more information on accessing and using the NHS app
What is Rapid Health?
Rapid Health is a secure online system we’ve adopted for booking appointments. It’s used by many NHS practices and has been designed to help us match your request with the right type of appointment in the right time-frame.

Why are we changing things?
We’ve heard your feedback about access, online booking and waiting times. With rising demand on primary care, we want to make sure you get seen by the right person at the right time — this system helps us do that and frees up capacity for everyone.

Why can the system not be used to book for under 16s?
We’re currently working on safely extending online support for younger patients; in the meantime, for under-16s please call the reception team as before and one of our clinicians will help.

Why will I complete some questions when requesting an appointment?
Completing the short online form helps us understand your need before the appointment — it means we can assign the correct clinician and ensure your time is spent on care, not just information gathering.

How do I book an appointment?
You can visit our website 24/7 and complete the short form. Our reception team remain available during opening hours if you’d prefer to speak with someone.

Will I still be able to use the NHS App or Patient Access?
Your medical records, test results and prescriptions will remain accessible via those apps. This new system is dedicated to appointment booking and helps streamline that process.

My problem is personal and I only want to speak with a GP — what do I do?
Your information is stored securely and reviewed by the clinician ahead of the appointment. If you prefer face-to-face support with the questionnaire, let us know at reception and someone can assist you privately.

Can I still book in advance?
Yes. Once you complete the form, the system offers you an available slot within an appropriate timeframe – telephone or face-to-face as needed.

What if I need a same-day urgent appointment?
If your need is urgent, the system will show you options for same-day appointments. If you don’t see one, your request will still be reviewed and we’ll respond.

Does this mean only online patients get more access?
Not at all. If you prefer to call, you still can. This system is simply an additional option that’s available 24/7 and helps us manage demand more effectively.

Can I choose a specific clinician?
Yes — where appropriate the system will show you clinician options. We aim to match you with the best person for your need.

Why have I been offered a particular clinician?
Because we work to match your need to the clinician best equipped – you may be offered a nurse-practitioner, paramedic or pharmacist where they can help just as well, freeing GPs to help those with more complex needs.

I was not offered an appointment slot — what now?
If you submit your request and no slot is shown, the duty doctor will review your submission and we’ll be in touch by the end of the next working day.

Are all appointments bookable online?
No — some specialist or routine review appointments (for example for children under 16, vaccinations, blood tests, annual reviews) still need to be booked via reception as before.

How do I arrange an interpreter or get assistance for my appointment?
Once your appointment is booked, please notify the reception team and we’ll ensure appropriate interpreter or support arrangements are in place.

Can we still use online forms on the practice website for administrative queries?
Yes — forms for requests like sick notes, prescription queries and general enquiries remain. This system is for appointment booking only.

Can I order prescriptions through this system?
No. Please continue to order prescriptions via the NHS App, Patient Access, your pharmacy or phone system.