Overview

• Practices must be contactable 8:00am to 6:30pm Monday to Friday in person, by phone, online or via the NHS App.
• Patients will provide brief details at first contact so clinicians can assess clinical need and decide the most appropriate next step.
• Post‑triage outcomes may include a same‑day or next‑day appointment, a phone or video consultation, a texted response, or signposting to pharmacy or another NHS service.
• Practices are not permitted to tell patients to “call back the next day,” according to NHS guidance.
• NHS advice for patients includes preparing symptom notes, being on time or cancelling if needed, using the NHS App with notifications enabled, and ordering repeat medicines on time.