As the Modality Mid Sussex Patient Participation Group (PPG), we always support improvements that benefit patients, particularly when it comes to access to GP services.
You may have seen a poster from Healthwatch England, highlighting “6 changes you can expect” when the new GP contract begins in April.
Healthwatch is an independent organisation that gathers feedback from patients and helps improve NHS and social care services.
To help our community understand these proposed changes more clearly, we have worked to provide some additional context and explanation.
Healthwatch: You should not be told to call back tomorrow.
NHS Expectation: "Practices will still need to provide patients with a timely response confirming next steps, but this will be required by the end of the next working day...This does not mean that patients non clinically urgent requests must be dealt fully with by then; rather the patient should understand how and when their issue will be managed."
PPG: This does not mean patients must be dealt with by the end of the next day, only that a response is required.
Modality: "All of our triage requests are assessed and a outcome provided on the same day. Routine requests after 4pm are dealt with the following day."
Healthwatch: Urgent requests get a same-day response
NHS: "We will amend the core practice contract to explicitly require that requests identified as clinically urgent, as determined by the GP practice, must be dealt with on the same day."
PPG: A same-day response is not the same as same-day appointment.
Modality: "Digital triage products, such as Rapid Health, help us assess the urgency of cases and enable us to assess urgency, so it's important for patients to complete forms accurately."
Healthwatch: Online systems should not cap requests
NHS: "This will ensure that patients are able to contact their practice throughout core hours via all routes of access, and that online consultations operate with the same parity as telephone and walk-in access"
PPG: The NHS is actively promoting the benefits of online services but there are still options for patients to seek support without going online.
Modality: "Modality Mid Sussex currently does not cap online requests, Rapid health is open from 0600-1830pm. When all appointments are booked we continue to assess and direct patients as appropriate. Our staff complete the form for people who cannot do it themselves when they walk in or on the phone. We are also running a digital inclusion program in conjunction with the PPG and Age UK to help our patients become more comfortable using technology, including our online triage service."
Healthwatch: Advice and guidance will be used more often
NHS: "Practices will be required to use Advice and Guidance prior to or in place of a planned care referral where clinically appropriate and to follow locally agreed referral pathways, including single point of access models once introduced. Advice and Guidance has shown clear value in supporting timely specialist input, reducing unnecessary referrals and ensuring patients receive timely care in the most appropriate setting."
PPG: Advice and guidance is a service that GPs can use to ask advice of a hospital consultant in relation to a condition prior to, or instead of, a referral.
Modality: "We will continue to use this service where appropriate we are not planning to change our referral process."
Healthwatch: Registration will go online
NHS: "We will amend the core practice contract to mandate the use of online registration in all registration cases. Practices will be required to enter information from paper registration forms into the national online registration system."
PPG: The NHS is actively promoting the benefits of online services but there are still options for patients to seek support without going online.
Modality: "Our registration process is already online, so there will be no change for patients. As part of our digital inclusion program, some of our staff have been training as digital champions to be able to help you become more comfortable with using technology to support your health."
As a Patient Participation Group, it is important for us to share accurate and balanced information with patients.
We support improvements to GP services but also believe it is essential that patients fully understand what proposed changes mean in practice.
We will continue working with Modality Mid Sussex to promote better access, clearer communication and improved services for our community.
Links:
NHS Changes to the GP Contract 2026/7
Healthwatch article regarding NHS GP contract changes
British Medical Association article regarding NHS GP contract changes