An NHS medical professional has shared insights on significant modifications set to take effect at GP practices starting from October 1, 2025. Dr. Tim Mercer, known for dispensing health advice on social media platform TikTok, clarified in a video that he opted to address the changes online after discovering some of his patients mistakenly attributed them to him.
“The NHS England is directing general practice triage,” he stated in a caption. “It seems some of my patients were under the impression that the shift towards total triage was my personal choice, but that couldn’t be further from reality. My only decision was to begin the process on September 1, allowing room for adjustments before the full implementation on October 1.”
Dr. Mercer outlined in his video that the primary alteration involves the procedure for requesting appointments at GP practices. “Starting October 1, all clinics must adhere to the new ‘You and your general practice’ charter and uphold the principles laid out within it,” he explained.
According to Dr. Mercer, embracing this charter entails that GPs must maintain operational hours from 8:00 am to 6:30 pm, Monday through Friday. During these hours, patients can make contact via in-person visits, phone calls, online platforms, or the NHS app.
“The current system involves patients contacting the surgery to secure an appointment sometime in the future that loosely aligns with their request… some level of evaluation is conducted by the receptionist, but it’s evident that patients are dissatisfied with this approach,” noted Dr. Mercer.
Under the new NHS England charter, there is optimism for a change in this process. As highlighted by the GP, “Regardless of how you make your request—by phone, online, or in-person at the practice—you will need to provide details for us to assess and determine the best course of action based on your medical needs.”
Sharing official guidance screenshots, Dr. Mercer emphasized, “We commit to reviewing your appointment or medical advice request and providing a response within one working day.”
He further explained that while the current system might lead to receptionists scheduling appointments weeks in advance, the upcoming change will involve patients contacting the GP for an appointment and receiving an allocation within one working day after the GP has assessed all requests.
Expressing frustration, Dr. Mercer clarified, “This situation is not the fault of the receptionist, nor mine. These decisions are mandated by NHS England.”
Consequently, the physician advised that post-October 1, appointment requests could lead to same-day or next-day appointments, or possibly receiving instructions via text or referral to other NHS services.
The NHS England website supplements, “Your practice will determine the most suitable course of action based on your medical requirements. Your practice cannot postpone your request for the following day.”
Dr. Mercer acknowledged, “While in most cases, we aim to accommodate patient preferences, as often what patients want aligns with their needs—or we can negotiate a solution.”
In conclusion, he highlighted a significant change that patients will appreciate, mentioning that practices are no longer allowed to defer requests with a simple “call back tomorrow at 8 am.”
Moreover, the NHS provides additional insights, stating, “You may be offered a face-to-face appointment or a phone consultation with a GP or another practice staff member, such as a nurse or pharmacist. If you have a caregiver, they can communicate on your behalf with your consent.”
Additionally, patients can request to consult with a preferred healthcare professional, although there might be a longer wait for their availability. Continuity of care with the same healthcare provider, especially for long-term health conditions, is deemed beneficial.
To facilitate the transition, the NHS offers several recommendations as detailed on its website, and comprehensive guidance from the NHS can be accessed through the provided link.
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