Dear Patient,
Re: The Current Pressures on General Practice
We are writing to share an update about the significant challenges affecting General Practice across the NHS, including here at Pimlico Health at the Marven
Like many GP practices across the country, we are facing an unprecedented level of demand — and have been for some time. The requests from patients and the complexity of health needs is greater than ever before. At the same time, General Practice is facing serious workforce and financial shortages to meet this growing demand.
Despite the pressures, our team has worked hard to increase appointment availability. In fact, we are currently offering significantly more appointments than we did in previous years — including both same-day, pre-booked, telephone and face-to-face options.
To provide greater flexibility and convenience, we offer appointments during weekday evenings and on Saturdays through our Enhanced Access Service Hub at the South Westminster Centre. This service allows you to book routine and same-day appointments with GPs, nurses, and other healthcare professionals outside of our regular hours. The hub is designed to extend our practice services, ensuring you have access to care at times that suit your schedule. Appointments are available between 6:30-8:00pm on weekdays, and between 9:00-5:00pm on Saturdays. To book an appointment at the Enhanced Access Hub, please contact our reception team during normal practice hours.
However, we are still seeing a high number of missed appointments (DNAs) each week. These are valuable slots that could have been used by other patients in need. By attending or cancelling your appointment in good time, you are helping us care for more patients across the community.
Please know that we are doing everything we can to offer safe, timely, and high-quality care to all our patients.
Ways to Get Help – Without Always Needing a GP Appointment
In many cases, you don’t need to wait for a GP appointment. There are now several ways you can access NHS care or manage your health more easily.
- PATCHS – Our Online Consultation System. To help us manage demand and improve access, we encourage patients to use PATCHS, our online consultation platform. PATCHs helps us respond to your needs more quickly and effectively without needing to wait for a phone line to be free, especially during the busy 8am period. You can use PATCHs to:
- Submit medical or admin queries to the practice
- Request sick notes, repeat prescriptions, or test results
- Ask about a new or ongoing health problem
PATCHS is available via our website (Patchs) and is reviewed by a Doctor.
- NHS App: The NHS App is a simple and secure way to order your repeat prescriptions or view your health records. It’s free and available from the Apple App Store or Google Play (NHS App).
- Pharmacy First: Local pharmacies can now help with a range of minor illnesses, including sore throats, earache, infected insect bites, impetigo, urinary tract infections (UTIs) and more — all without needing to see a GP. Pharmacists are highly trained and can offer clinical advice and treatment.
- NHS 111: If you’re unsure where to go, call 111 or visit 111.nhs.uk for advice. They can direct you to the most appropriate service and book appointments if needed.
- Self-care and online resources: For common symptoms and advice, the NHS website (www.nhs.uk) is a trusted source of guidance.
- Mental health support: For talking therapies or emotional wellbeing, you can self-refer to local NHS psychological support services. Visit Referral Form or ask our reception for details.
- Dental care: Please note that GP practices are not able to treat dental problems. If you are experiencing a dental issue — such as toothache, swelling, bleeding gums, or trauma to the teeth — you should contact your regular dentist in the first instance. If you do not have a dentist or need urgent dental care, you can call NHS 111, who will direct you to an emergency dental service if needed. For routine dental care, you can also find local NHS dentists via www.nhs.uk/service-search/find-a-dentist.
We want to assure you that our team is diligently collaborating with the broader NHS network to address your healthcare needs effectively. When appropriate, we may refer you to local Pharmacists, Nurses, Physiotherapists (MSK) or other specialists to ensure you receive timely and comprehensive care.
Urgent care is always prioritised. Each day, we have an on-call duty doctor available to handle urgent medical issues. Please be aware that if your request is not deemed as urgent, you may be advised to seek help from local services, complete an online PATCHs request or call the following day at 8am.
We kindly ask for your patience, understanding, and respect when dealing with our staff. They are working under immense pressure but remain committed to supporting your health and wellbeing.
The NHS is undergoing change, and we are hopeful that more support and resources will become available. In the meantime, we appreciate your support as we navigate these challenges together.
Thank you for being a valued patient at Pimlico Health at the Marven.
With best wishes,
Dr Sheila Neogi
Senior GP Partner