From 1st October 2025, our practice will be using a new online system called SystmConnect for routine, medication and administrative requests. These requests shall move solely to online allowing our telephone lines to remain open for urgent acute appointments.

We are committed to offering online access as it reduces congestion on the telephone lines, enhances responsiveness and helps us manage the high volume of appointment requests we receive at Porter Brook Medical Centre and Student Health at SHU. Please see the FAQs below to find out more.

What is the new system?

SystmConnect is provided by a company called TPP, one of the biggest software developers for GP practices. However, you don't need to worry about the name as the system will integrate seamlessly from our website.

How will I access it?

You will be able to access it via the NHS App, this will allow you to complete the form efficiently by auto populating your information from the NHS App. We encourage all patients to use the NHS App for access as this also has many other benefits. SystmConnect forms will also be integrated into our website. For more information on the NHS App, please click here

Is it difficult to use?

The forms are easy to access and intuitive to complete, with simple questions to guide you to the most appropriate care pathway.

Will an account be needed for this new system?

No, an account is not required. However, we encourage you to use the NHS App and if you have an NHS login or SystmOnline account, you can use it to pre-populate your details when filling out a form.

Will this change the practice website?

Our website address will remain the same. However, we will need to change some of the options to ensure clear navigation and easy access to the forms.

Can I submit a request for a relative / child etc?

Yes, you will be able to submit a form on someone else's behalf. There is an option within the form to indicate this. 

What if I (or a relative) can't use online services?

We are confident that SystmConnect will be easy to use for all our patients. However, if someone is unable to use online services, please call us. A member of our reception team can complete a form on your behalf or guide you to the most appropriate service.

What services will be available through the new system?

The online service will be for routine requests. These are non-urgent health concerns and reviews. Please ask yourself the following questions when completing a form:

• Is it an existing health issue that we already know about?
• Have you used over the counter medication or the Pharmacy First service?
• Are there multiple problems you wish to discuss?

If you have answered "Yes" to all of these, then you need a routine appointment.

Medication

Medication reviews

Non-repeat requests - if you have not discussed your medical condition with a clinician, we may not be able to prescribe the medication requested.

Out of stock Medication

Administration

Requests for government forms, information and letters.

Will I be able to get some help from the practice if I have problems with the system?

Yes, our reception staff are here to help you with all queries and will guide you through the online system. We will also have availability within the practice for patients to complete a form in house.

We will continue to ask that all urgent acute issues are telephoned through to us.

NHS App 

The NHS App allows you to access a range of healthcare websites with one set of log in details. Alongside accessing the SystmConnect appointment booking system, you can:

• Order repeat prescriptions
• Get health information and advice
• View your health record securely
• View test results
• View your NHS number

For more information on how to set up your NHS App account, please visit here

SystmOnline - how to register

To register for online services, we require photographic identification to verify your record. Once we have received this, reception will register your online account and you will be able to make appointments, request repeat prescriptions and view your online medical health record. If you are unsure which photographic ID is allowed, come to the front desk of reception and enquire as to how to sign up to our online services. 

Doctors and nurses see patients by appointment throughout the day. We offer telephone and some face-to-face appointments. You can pre book an appointment by phoning, going online if you are registered for our online services or calling in at reception. If your problem is urgent, we will offer you a same day telephone appointment with the duty doctor provided there is an appointment slot available. These slots get booked up quickly so please try to call as early as you can to make the appointment. Following the telephone appointment, the Doctor may wish to see you and can invite you in for a face-to-face appointment if appropriate. If we have run out of same day telephone appointments, you will be advised to call 111 or attend a walk in centre. 

Please note that we operate the following appointment lengths:

Doctors 10 minutes

Nurses 15 minutes

Booking the right appointment length and arriving on time will help surgeries run smoothly.

PATIENTS ARRIVING MORE THAN 10 MINUTES LATE FOR AN APPOINTMENT MAY NOT BEEN SEEN

Cancel an Appointment Using The Form (Only if it is more than 24hrs in advance)

Every appointment that you don't cancel costs the NHS £120.

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 10:00.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.

You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and they will arrange this for you.

If you need to be referred to hospital you will be involved, where possible, in the decision of which hospital you will go to and which specialist you will see.

You will be offered a choice from a selection of local hospitals. You may be able to book your appointment by telephoning a dedicated help line giving you the chance to choose an appointment time that is convenient to you.

For more information on the e-referral service please click here.

Please note: If you change address between being referred and going to hospital, please let the hospital know to make sure they send your appointment to the correct address.

We are involved in training student doctors, student nurses and GP specialty trainees. Student doctors sit in on consultations and go on visits with our doctors. GP specialty trainees are qualified doctors who have already completed their hospital training and are receiving more training to become GPs. They will see patients at the consultation stage.

We will always ask you whether you are willing to have a student doctor or student nurse present. We will understand if you want to see your doctor alone. He or she may sometimes want to video consultations for teaching purposes only. In this case, you would be warned in advance and asked for your written permission. You do not have to agree to having your consultation recorded.

Research

If doctors or nurse practitioners are carrying out research, we may ask you to take part in the research programme.

In these cases, we would always explain the reasons for the research and who would have access to the information. We will ask for your written permission, but you do not have to take part.