Why are GP practices working differently?

Page updated 19 January 2024

Though our GP access research we heard from lots of people who were unsure about the pandemic-related changes to GP services and why things are done differently. In response, we have worked with TyneHealth (the GP federation in North Tyneside) and the former North Tyneside CCG (now NENC ICB) to create this guide to help people understand why GP practices work the way they do, and why things may have changed due to Covid-19. This is being used by GP practices across North Tyneside to help inform their patients.

Why are GP practices working differently? 

To help protect everyone we are still required to continue to maintain safe infection control and minimise unnecessary physical contact. GP practices are working hard to provide more appointments than ever before, as well as delivering essential vaccinations.

Why do receptionists ask personal questions?

GP reception staff are a vital part of our healthcare team. By asking you questions they can help direct you to the best support. They are skilled in assisting with triage and treat all information in confidence. We ask everyone to please respect reception teams – abuse of any kind is not acceptable.

What is triage?

A trained health professional assesses your needs to decide how best to support you, they will consider:

• Who could be best to help you – a doctor, nurse, or other healthcare professional.
• What kind of appointment is best – to be seen in person or a phone or video consultation.
• Whether help from another health service is more appropriate for example pharmacy, urgent treatment centre etc.

Why am I seeing someone who is not my GP?

Many GP practice teams include different healthcare professionals e.g. nurses, physios, pharmacists and mental health workers. They can diagnose and treat a range of health conditions. This ensures that you can see the best person for your needs more quickly.

What about emergencies?

Always dial 999 in a life-threatening emergency. If you need help with minor injuries at any time or urgent care when your GP practice or community pharmacy is closed, visit www.111.nhs.uk or call 111.

Help us to help you

Health services continue to be under pressure and we know at times it’s difficult for us all. We appreciate everyone’s understanding and support, so please continue to help by:

• Washing/sanitising your hands. See the latest information on the use of face masks here.
• Not coming into a healthcare setting if you have Covid-19 or norovirus symptoms.
• Being kind and patient with practice staff.
• Being open to use our services a bit differently.

With thanks to North Tyneside CCG, Tynehealth and Living Well North Tyneside.