Overview

With the 2025/26 GP contract, all GP practices must offer online appointment requests throughout working hours. Clear patient communication is essential to ensure smooth adoption, manage expectations, and reduce confusion or frustration.

Key Messaging for Patients

1. Online appointment requests are now available all day – no more 8 AM rush.
   
2. Phone lines remain open for those who cannot use online services.
   
3. Online access improves efficiency and helps prioritise urgent cases.
   
4. The process is simple, secure, and accessible from home.
   

Action Points:

1. Use clear and consistent messaging across multiple channels.
   
2. Ensure patients understand the benefits of digital access.
   
3. Address common concerns about security and accessibility.
   

Step-by-Step Communication Strategy

1. Update Your Website & Patient Portal

1. Add a prominent banner on your homepage explaining the new system.
   
2. Provide step-by-step instructions on how to request an appointment online.
   
3. Include a short video demonstration if possible.
   

Checklist:

1. Update FAQs to cover common patient concerns.
   
2. Ensure the online booking link is easy to find.
   
3. Provide translations or accessible formats for diverse patient needs.
   

2. Use SMS & Email to Notify Patients

1. Send an SMS campaign to inform patients of the change.
   
2. Use email newsletters to explain benefits and provide guidance.
   
3. Send reminders before the system goes live.
   

Checklist:

1. Draft clear, concise SMS messages (e.g. "From October, you can book GP appointments online anytime. Visit [website] to learn more.")
   
2. Send emails with detailed instructions and links to resources.
   
3. Ensure messages are sent to all registered patients.
   

3. Display Posters & Flyers in Practice

1. Place posters in waiting areas, reception, and consultation rooms.
   
2. Provide printed step-by-step guides for patients who prefer paper-based instructions.
   
3. Train reception staff to explain the process to patients in person.
   

Checklist:

1. Design clear, patient-friendly posters.
   
2. Make printed guides available at reception.
   
3. Ensure staff can answer patient queries confidently.
   

4. Leverage Social Media & Community Engagement

1. Post regular updates on Facebook, Twitter, and Instagram.
   
2. Use short videos or infographics to explain the benefits.
   
3. Engage with local patient groups and community networks to spread awareness.
   

Checklist:

1. Post at least once a week leading up to the launch.
   
2. Create FAQs as Instagram stories or Twitter threads.
   
3. Respond promptly to patient comments and concerns online.
   

5. Train Staff to Support Patients

1. Train reception and admin staff on how to assist patients using online booking.
   
2. Ensure clinical staff are aware of the new workflow and can encourage uptake.
   
3. Offer in-practice support for patients who struggle with digital access.
   

Checklist:

1. Hold staff training sessions on digital access.
   
2. Provide scripts and FAQs for reception teams.
   
3. Identify patients who may need additional support.
   

Next Steps & Deadlines

1. Immediately: Begin updating websites and planning patient communications.
   
2. 2-3 months before launch: Start SMS and social media campaigns.
   
3. 1 month before launch: Display posters and train staff.
   
4. Go-live date: Ensure all systems are working smoothly and provide patient support.
   

Immediate Actions:

1. Update website and create promotional materials.
   
2. Send out patient notifications via SMS and email.
   
3. Train staff to assist with patient queries.