New Primary Care Campaign: proactive and positive communications

Why are GP practices working differently?
GP practices are open but the pandemic is not over. In south east London there are still
thousands of people getting Covid-19, with hundreds in intensive care. GP practices
worked hard to stay open and treat people throughout the Covid lockdowns and continue to do so. To protect everyone, we must maintain safe infection control and minimise
unnecessary physical contact.

How are practices working now?
So that the people with greatest need are seen first; and so we don’t ask people to travel
and come into contact with unwell and infectious people, you will be assessed to decide
who needs:

• to be seen in person by one of the team
• a phone consultation
• a video consultation
• help from a community pharmacy or another health service

How can I contact my GP?
You can contact your GP practice on the phone, but if you are able to and if your
practice offers it, the best thing to do is to fill out an online form on the practice
website. You will then be contacted with the best appointment for you.

If you need help with minor injuries at any time or urgent care when your GP
practice or pharmacy is closed visit or dial 111. 111 can also book out
of hours appointments.
You can access NHS 111, contact your practice and get your Covid Pass using the
NHS App. Search NHS App in your app store.

Why do receptionists ask personal questions?
GP reception staff are skilled professionals and ask questions to make sure you see
the right person at the right time and treat all information confidentially. If you
don’t want to speak on the phone, where possible fill in an online form on the
practice website.

I wanted to see my GP, so why am I seeing someone else?
Many GP practices now include a range of professionals like nurses and paramedics. This
means you can often be seen more quickly and not need to be seen by lots of
different people.

Where else can I get help?
Always dial 999 in a life-threatening emergency.

Visit for advice on common symptoms and a list of local services or
speak to your community pharmacist first for advice on minor illnesses

Please be kind
GPs and hospitals are under enormous pressure, but we are open and here if needed.
Please continue to be kind to our staff, socially distance where possible and wear a face
mask in healthcare settings.

Abuse of our staff is never acceptable. The NHS Constitution is clear that violence, or the
causing of nuisance or disturbance on NHS premises may result in prosecution or people
being refused access to NHS services.