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Our appointment system is changing
Flansham Park Health Centre continues to work hard to meet NHS England’s contractual requirements. 2025 saw a requirement for online consultations to remain open all day which meant we had to review our existing processes but, despite increasing our triage capacity by adapting our clinics and introducing new ways to access care, we have continued to struggle to keep online consultations open all day as demand continues to outstrip the number of appointments we have available.
On 01 April 2026, NHS England introduced a new GP contract which, on top of the 2025 requirements, sets out further expectations. All GP practices are now expected to triage from 8am to 6.30pm; anything considered urgent for the same day must be managed within that same day.
You may have already noticed changes when you contact us. We appreciate your understanding as we adapt together to NHS England contractual requirements imposed with little notice and no additional resource. We are doing our very best to manage an ever-increasing need with the limited resources we have. As such, we have had to review our current triage model and how we run our appointment system.
The new process
From 01 May 2026, our online econsult system has been open from 8am to 6.30am Monday to Friday (except bank holidays) and we ask that any patient who is able to do so, uses this system to request any form of advice including to request an appointment. The more information you give us on the form, the easier it will be for us to find you the most appropriate appointment. Those who don’t have internet access can still come to the front desk or call us on 01243 210086 for assistance from our reception team.
If your request is considered clinically urgent, you will be offered a same working day appointment as far as we are safely able to do so. When we are at full capacity you will be directed to 111 or A&E.
If your request is considered not clinically urgent for the same working day, you won’t be offered an appointment at the point that you contact us. Your request will be triaged by a member of our triage team (GP and paramedic or nurse practitioner each working day). The team will decide whether you need a ‘soon’ appointment (within approximately 5 days), or a routine appointment and you will receive a call or text from our reception team offering you an appropriate appointment in due course. We are currently offering appointments up to 6 weeks in advance. It may be that we feel we can address your request without offering an appointment – for example, we may be sending you advice, a text or a phone call.
How will we meet demand?
This is very hard to answer as we are already working at full capacity. We do not have enough capacity to offer a GP appointment to everyone who requests one. Nearly every day, our clinical rooms are fully in use, each reception phone is staffed, and every administration desk is occupied.
Appointments with our nursing team and our allied health professionals (musculoskeletal, pharmacy team, mental health support workers) will continue to be offered on a soonest available basis as previously.
To work towards meeting our contractual obligations, we will:
- Fully utilise the online econsult system and our triage processes to ensure we have the right information to safely and effectively manage your request
- Adjust our clinical rotas so we have clinicians available for same day urgent needs as far as we are safely able to do so
What can you do to help?
We understand this change isn’t easy. We would like to ask for your patience and understanding as we safely adapt and adjust to the changing NHS landscape safely and with compassion.
You can help us by choosing the most appropriate service for your needs:
- Minor injuries: Minor Injuries Unit
- Minor Illnesses: Pharmacy First
- Musculoskeletal issues: self-refer to physiotherapy
- Unsure where to go?: contact us and we’ll help you work out the right service for your needs whilst protecting capacity for those who really need same-day clinical care from us
Please be assured, we will continue to: -
- Listen to our patients’ feedback
- Learn from others’ best practice
- Listen to our staff and their ideas
- Continue to adapt to the NHS landscape as it continues to change
Thank you for helping us to help you.
Published: May 13, 2026