Appointments

The way patients access appointments is changing from Monday 11 May 2026.

We are introducing a system called ‘Total Triage’. This change is due to changes in our GP Contract, and so we must meet the requirements. 

The new system, Total Triage is supported by Accurx.  This means that every patient contacting the practice will be asked for some information about the reason for their contact before any appointment is booked via the completion of a form online using the online tool Accurx. 

Accurx is an NHS approved digital triage and patient history form. Patients will be asked a series of questions relating to their symptoms and/or conditions, it will only take a few minutes to complete.  If for whatever reason a patient cannot complete the form our reception team will help them with this.  Having this information on the form will help the GP decide on the best course of action to help the patient.  This may include a phone call on the day, an appointment or call within a few days or a referral to another service.

As well as offering appointments, some patients will also be directed to other clinicians in the practice such as our Physician Associates, Healthcare Assistants, Health and Wellbeing Coaches, First Contact Physiotherapist, Pharmacists and other healthcare professionals as well as other local services.

By ensuring that patients reach the right person in a timely way, our clinicians will be available to answer any questions, provide clinical advice, and offer prescription renewals much more efficiently than before.

From the 11 May 2026, patients will be asked to complete a medical request online via the link on the home page of the practice website on www.hollygreenpractice.nhs.uk or the NHS App.  Requests will be responded to within 2 days.

So what is the benefit to our patients?

We understand that change can sometimes be difficult, but we are confident that our new way of working will benefit our patients:

·       Improving access to care: the new system allows us to attend to a patients needs promptly

·       Convenience: Patients will have no need to join the 8am rush for an appointment saving them travel time and travel costs, or spending time in the telephone queue to ask about appointment availability

·       Improve the patient experience: our new system ensures that patients will see the person best able to help them in a timely way, reducing waiting times

What if you have trouble using the new system?

If a patient has any accessibility needs, for example no online access at home or they are unable to use digital services; we will of course provide additional support to them. Our reception team are here to guide and support all our patients during this change.

We will of course, provide additional support to those patients who are unable to use online resources or have accessibility needs – our staff are here to help should patients have any questions, queries or concerns. 

Our reception staff will be able to help some patients complete the Accurx form.  This does not have to be completed at 8am as patients can call the practice throughout the day.  All requests are triaged on the same day.  However please be aware that reception staff will no longer be able to book all appointments directly, they will complete the form on a patient’s behalf, the request will then be reviewed and the patient will then receive a response the same day.

We will support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time.

Thank you to our patients for their patience and for working with us to improve our patient access and for their continued support. We welcome our patient’s feedback and ideas moving forward.

If you cannot attend your appointment for any reason, please let us know as soon as possible, giving at least 24 hours notice when possible.  We can then offer the appointment to someone else who may need to be urgently treated.

To cancel your appointment:

• use your NHS account (through the NHS website or NHS App)
• using the GP online system via the link at the top of this page
• phone us Monday to Friday from 8am
  • Goldthorpe Centre - 01709 886 490
  • Thurnscoe Centre - 01709 886 490
  • Great Houghton Medical Centre - 01226 273888
• reply CANCEL to your appointment reminder text message

The practice has a Did Not Attend (DNA) Policy for patients who repeatedly fail to attend their appointments.  A patient may be removed from the practice list for persistently not attending their appointments as this is wasting valuable clinical time.

If you need medical help now, use NHS 111 online or Call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Please tell us:

• if there’s a specific doctor, nurse or other health professional you would prefer to respond
• if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
• if you need an interpreter
• if you have any other access or communication needs

Requests for visits must be made before 10am and at the latest 11am.

Visiting will normally take place after morning surgery. Please only request home visits if you are incapable of attending the surgery. Whenever possible, try and come into the surgery as facilities at the surgery are better for examination and treatment. It helps us judge the urgency of the call if you describe the symptoms. The receptionists are trained to deal with your call so do expect to be asked. All information is confidential. The doctor may telephone prior to, or instead of, visiting. Visits requested later in the day that are for the housebound, but are not urgent, will not be seen that day. Ring the surgery early if you wish for a routine call if you are housebound.

Please note that you may also be visited by a GP from the Barnsley Healthcare Federation's home visiting service as the practice can refer patient's meeting their criteria to this service. They will visit within 8 hours following approval of a visit.

Children

Sick children will always be seen as soon as possible if brought into the surgery. It is not appropriate to consider children for a visit as it is generally felt that if a child is so ill then they should be in hospital.

Our home visiting policy

Our home visiting policy is based on the Royal College of General Practitioners (RCGP) Guidelines. You cannot insist that a GP visits you at home.