From 1st October 2025, new NHS rules mean that all GP practices must have an online consultation tool open during normal surgery hours (8:00am – 6:30pm, Monday to Friday).
At North Shore Surgery, we use PATCHS as our online consultation system. This will now be available throughout the day, alongside our usual telephone and in-person access.
What this means for you
- PATCHS is open all day (8:00am – 6:30pm) for non-urgent medical problems, ongoing health concerns, or administrative requests.
- We will respond to your request the same day when possible, or within 24 hours at the latest.
- You can continue to contact us in the usual ways – by telephone or at the reception desk – if you prefer. Online access is an additional option, not a replacement.
- Our PATCHS team may sometimes direct you to another service (such as Pharmacy First, NHS 111, or community services) if that is the quickest and safest way to help you.
What is PATCHS
- PATCHS is a new and easy-to-use tool that GPs nationwide have specifically created to improve access to healthcare. With PATCHS, you can conveniently contact the practice online by filling out a short online form from the comfort of your own home and avoid long call queues. This form will ask you a short series of questions you can answer in your own words that, once completed, come straight through to the practice, ready for review by our team. For more info all about how to use PATCHS, including some guides and how-to’s please click here.
When to use PATCHS
- Requesting help for a new or ongoing health concern.
- Raising or requesting an update on an administrative query e.g., updating contact details, letters, forms, sick notes, test results, etc.
When NOT to use PATCHS
- Urgent or emergency problems – if you are seriously unwell, call 999 immediately.
Your choice matters
We know not everyone wants to use online tools. That’s why PATCHS is part of a hybrid access model:
- You can still call us or come to reception just as before.
- Online access is there to make things easier for those who want to use it.
