Resumption of GP services: communications to patients


Public communications: resumption of GP services

  • In August CCG GP Chairs wrote to you about resuming services and face to face delivery.
  • They stated it should be made clear to patients that all practice premises, including branch surgeries, are open to provide care, with adjustments.
  • No practice should be communicating to patients that their premises are closed. Nor should they be redirecting patients to other parts of the system like NHS 111, except where clinically assessed as appropriate.   
  • CCGs will be monitoring this and undertaking work locally to get feedback from patients on their ability to access services, where their clinical need meant they needed to be seen face to face. 
  • In their correspondence they provided some information and signposting to useful resources to help practices ensure that you are well-prepared to provide safe face to face services to patients, where appropriate.

Below is a communications checklist with links to communications resources for you and your practice managers. We understand that patients will still be directed to your websites in the first instance where appropriate.

  1. Check and update your answerphone messages to be clear your practice is open and is not redirecting people to other parts of the system like NHS 111
  1. Remove any posters and signage that suggests the practice is not open and replace with latest NHS is Open and reassuring, safe access messaging – posters attached and here
  1. Update your digital screens to reflect the latest NHS is Open and reassuring, safe access messaging – digital images available here, a video on safe imms is here
  1. Check and update your practice websites with latest NHS is Open and reassuring, safe access messaging – latest messages here and digital images attached and here