In the East Midlands, GP practices are improving patient access and increasing appointments by embracing technology.  

At the Village Health Group in south Nottinghamshire, patient satisfaction has increased with an emphasis on triage and more face-to-face appointments, with patients seeing the same GP to improve continuity. 

The Village Health Group in South Nottinghamshire uses e-consultations with all requests triaged by a doctor and all patients receiving a same day response. 

Patients can still call for an appointment and the receptionist helps those without internet access to fill out a triage form. 

Questionnaires can also be completed on the practice’s website. 

Dr Oliver Puar, GP Partner at Village Health Group, South Nottinghamshire said: “We introduced a total triage system with the aim to improve access for our patients, improve patient continuity and make every contact count. 

“The triage system has been in place for almost 12 months and the data shows that we are offering substantially more face-to-face appointments and increasing patient continuity which we know leads to better health outcomes. 

“Our patients now have an increased choice in when and where they are seen which has improved access to our services and increased patient satisfaction. Our 2025 patient survey shows 88% of our patients being totally satisfied compared to 73% in 2023.” 

Village Health Group is a large semi-rural practice in South Nottinghamshire which has around 28,000 patients, covers four villages and was created from the merger of two practices in 2020. 

Prior to total triage VHG had four receptions with four different phone lines and admin teams based at each site. When triage was implemented, VHG streamlined their teams. They now have one main reception hub alongside the triage hub which has allowed them to align processes and improve team working. 

Patient 1 said: “The online service is brilliant. In the last week I’ve messaged twice, once with a change in prescription and the other with a reoccurring issue and both were dealt with within 5 minutes of the message being sent. It’s so quick and easy.” 

Patient 2 said: “The new online system is fast, efficient and reliable. I’m happy that I did not have to queue on the telephone for ages at 8am. The response was quick, and it was great that I didn’t have to wait around to see a doctor for a quick assessment.” 

Patient 3 said: ‘The triage system is a really effective way of getting the treatment you want and need. 

“At 8am with the help of the receptionist I completed the online triage form requesting a consultation with a doctor for a heart related problem and 30 minutes later I was offered a face-to-face appointment at 9.40am that morning. 

“The system is a great addition. I want to sing the praises of the Village Health Group and the speed they responded to my request.”