Patient Newsletter: Issue 11

Welcome to our winter newsletter. 

This newsletter will review the launch of our new appointment system Rapid Health.

We will also shine a spotlight on the recent addition of Dr Milne to our GP team, October practice statistics, the be ready campaign, the loaning of blood pressure machines and a few other topics!

Rapid Health – Our First Month

On 1st October, we introduced a new appointment booking system called Rapid Health. With the ever-growing demand within the NHS, we are continuously looking at ways we can improve the booking process and increase capacity. In particular, we wanted to reduce the waiting time for routine GP appointments and have listened to patient feedback about increasing your ability to book online. To achieve this, and ensure patients are receiving the best possible care, we have opted to use the Rapid Health triage tool which will allow us to maximise availability, and ensure patients are seeing the right clinician in the appropriate time frame. Rapid health is a triage tool approved as a medical device by the NHS. It allows the patient to either make an administrative request, book an appointment, or receive self-help information. The new 10 year plan for the NHS contains a very clear message of “Digital First”.

In our first month, 2155 questionnaires were completed, 67% of which were triaged automatically and offered an appointment (the remainder were triaged by our clinical team.) 5% of questionnaires were completed by reception on behalf of patients who don’t have the internet or an email address.

Patient Experience

We asked patients who attended for a GP appointment in October to respond to our Friends and Family survey and received 160 responses which were overwhelmingly positive, with 92% of patients rating their experience as very good or good.

Comments From Patients

• First time using rapid response on line form. Had a response very quickly requesting I take a specimen to the surgery. A few hours later I had a call from G.P advising medication required and a prescription was sent to a local chemist and I was able to collect medication and start it the same day.
• New booking system worked well. Timely and informative telephone appointment with excellent GP and I have the follow up I need.
• I think from reception, triage and doctor the whole service is very good.
• The booking system online worked well and I was able to see a doctor the following day. I liked being able to choose from a list of different times to fit in with other commitments.
• I found the on line triage system surprisingly straightforward to use and was offered a choice of same day appointments. The GP I saw listened carefully to my concerns and provided effective diagnosis, advice and treatment. She did so in a friendly and sympathetic manner.
• I always find staff friendly and helpful - and the new booking service is very speedy. I am pleasantly surprised at the way in which processes are handled now (feeling rather cynical beforehand).
• I filled in an e-consult and was offered an appt for the next day. Very efficient. Excellent GP too.
• I was seen very promptly. The receptionists are super efficient
• Prompt responses to econsult, resulting in telephone call from Dr and prescription of necessary medication. Staff kind and caring even when under immense pressure.
• The staff at Langley house are very friendly and helpful when going in and are never dismissive. When calling there is no fear of being number 80 in the queue as they are very quick and professional on the phone. There are always available appointments. Every nurse, receptionist, and doctor there are friendly.
• The doctor called me within 10mins of completing the online consult. He was kind and reassuring, giving advice and a prescription to collect that day.
• I have been very happy with the fact that recently I was able to see a doctor at very short notice on a Friday afternoon. This was a most important appointment for me as I had to decide whether or not my health condition would allow me to travel abroad at short notice due to death in the family. The doctor did the examination and arranged for a scan and blood test on the following Monday at St Richards. I was given the all clear . The doctor also followed up the case by phoning me and enquiring about my condition . I was most impressed and I am very grateful for the fantastic service I received.
• Amazing - fast, helpful and efficient response by Reception and GP.

Negative comments/queries and our response

• “The new booking system was a let down from giving an excellent score as I ended up with 2 appointments rather than just 1”
  • our GPs have always asked our patients to respect the one appointment = one problem request as it is not possible to safely deal with multiple issues during one appointment slot and this is the overwhelming reason for GPs running late in their clinics.
• “Receptionist could be more helpful to people who can't get on wi fi for new system”
  • whilst it is significantly quicker for patients to do the forms themselves, our Receptionists will always assist patients who do not have the internet or an email address to complete the questionnaire. We also have a tablet in our waiting rooms which we can loan to patients.
• One patient found her request for a female GP to discuss the menopause frustrating and protracted
  • we have now taken menopause appointments out of the Rapid Health pathway. Patients can phone the surgery and we will send our own questionnaire which will help our GPs understand the patient’s symptoms and offer the most efficient and appropriate response.
• “It was hard to find the booking system from the doctor's main website and then facing further difficulty signing in with my NHS account. Additionally, the form contained many irrelevant questions
  • From our website, www.langleyhousesurgery.co.uk, on the home page, the very first thing patients see is a box to submit a request.  Please click on the box to start the questionnaire.  It is true there can be a good number of questions but these are necessary to assess the urgency of your request.

 

 

GP spotlight – Dr Milne

My career as a doctor started in 2015, after qualifying from Brighton and Sussex Medical School. I went from the south coast of Sussex to the wonderful South West, enjoying the wild beaches, surf and working across a range of specialties including Orthopaedics, Acute Medicine and A&E. I also ventured into Expedition Medicine, with trips to Morocco and Sierra Leone.

In 2020 we moved back to Sussex to be closer to family and with the arrival of our daughter imminent, felt Chichester provided an excellent spot to settle into GP training. Five years later and now a father of two, we are thoroughly enjoying the easy access to the South Downs and beautiful coastline. I miss the surf but have recently tried my hand at wing foiling.

Being outside, whether it’s at the top of Kingley Vale or jumping into the sea, provides an essential balance to a busy combination of work and family life.

I’ve really enjoyed my first few months at Langley House so a big thank you to all the staff and patients that I have met so far.

Be ready Campaign – Sussex Police

Storms and cold snaps can disrupt power, water and other services.

Taking three simple steps now will help you – and those you care for – be ready for whatever winter brings.

Join the Priority Services Register

If you’re over 60 – or have health or care needs, young children, or rely on medical equipment – you should be eligible for free extra support during a power or water outage. Find out more, check if you’re eligible and join today at the Priority Services Register (PSR) website.

Pack a “just in case” bag

Having a few basics ready can make all the difference if services stop. Include:

• Torch and batteries
• Warm layers (blanket, jumper, socks)
• Long-life food that doesn’t need cooking
• Bottled water
• Medicines
• Important phone numbers
• Mobile phone power bank.

Know who you can call

Write down the key numbers for your utility companies, your council, GP and trusted neighbours or family. Keep the list with your bag of essentials. Remember, you might not be able to access numbers stored in a mobile phone if the power runs out. Download our PDF list of key contacts.

Help someone you know

Friends, family, neighbours and carers can make a big difference. Share this advice, or help someone you support to:

• Join the Priority Services Register
• Put together a bag of essentials
• Write down their emergency numbers.

Staying safe in emergencies

We’ve produced a booklet of practical advice on how to avoid hazards and stay safe in a wide range of emergency situations. Download a copy of the booklet or, to request a hard copy through the post, email BeReady@sussex.police.uk with your name, address, and postcode.

Blood Pressure Machines – West Sussex Libraries

At the practice we regularly ask patients for an up to date blood pressure reading, particularly if you have a long term condition or a history of an elevated blood pressure. We have machines available at both Langley House and Bosham reception where you can just pop in without an appointment, take a reading and provide it to our reception team.

If you have an elevated reading we will ask you to take readings for around 4 days, twice a day to understand what you average blood pressure looks like. We encourage patients to purchase a monitor but we also lend them out from both practices, if you ask reception you can be added to the waiting list.

You can also borrow a machine from any of the 36 West Sussex libraries, it is part of a partnership between West Sussex County Council and NHS Sussex. These easy-to-use kits can be borrowed for up to three weeks and come with a guide and diary to help you monitor your blood pressure at home. To borrow one, simply ask staff at your local library.

The Importance of Relaxation

In our fast-paced, always-on world, finding time to relax can feel like a luxury- but in truth, relaxation is a necessity. It’s a vital part of maintaining a healthy mind and body, and neglecting it can take a serious toll on our wellbeing.

Why Relaxation Matters

Relaxation is more than just “doing nothing.” It’s an active process of recharging your physical, emotional, and mental batteries. When we relax, we give our bodies a chance to rest and our minds a chance to reset. This supports better sleep, improved focus, and a stronger immune system. Over time, it can also help reduce the risk of anxiety, burnout, and stress-related illness.

The Impact on Mental Health

Stress, if left unchecked, can accumulate and lead to mental fatigue, irritability, and low mood. Regular relaxation helps calm the nervous system, reducing the levels of stress hormones in the body. It improves emotional regulation, enhances mood, and supports mental clarity — all essential for staying resilient during life’s challenges.

Ways to Relax

Relaxation doesn’t have to mean lying on a beach (although that certainly helps!). Some simple, everyday ways to unwind include:

• Taking a short walk in nature
• Practicing deep breathing or mindfulness
• Reading a book or listening to music
• Doing light exercise or stretching
• Switching off devices for quiet time

The key is to find what works best for you and make it a regular part of your routine.

Make Time to Unwind

Relaxation isn’t self-indulgence — it’s self-care. By setting aside time to relax, you’re investing in your overall health and productivity. You’ll likely find that you’re more present, more focused, and better equipped to manage the demands of everyday life.

Remember: Prioritising relaxation doesn’t mean you’re not working hard — it means you understand the value of balance. Treat relaxation as essential, not optional, and give yourself permission to pause, breathe, and recharge. You’ll be healthier and happier for it.

Thought-full – mental health support in schools

Thought-Full work in schools to support and help improve the mental health and wellbeing of pupils. They support children and young people at the early stages of these difficulties when they are described as mild to moderate. If they are unable to meet a child’s needs, then Thought-Full will help school staff to find the right direction through advice, support and signposting.

Thought-Full cover such areas as

• Anxiety
• Low Mood
• Low self-esteem
• Phobias
• Poor eating patterns
• Sleep hygiene and routines
• Worry

If your school has access to Though-Full, talk to the Senior Mental Health Lead at school and if the problem fits the remit of Thought-Full, then the school can send a referral. Thought-full work with the young person to map out their difficulties, and use different screening questionnaires to support this understanding. The practitioner will help the child to set goals and begin to work through their problem. There will be tasks set each week to try at home or at school which will be discussed in 1-1 sessions for up to 10 sessions. Research has shown that a parent-led approach is best. Parents know their child and are often best positioned to implement strategies to support the desired behavioural changes or improve the responses to anxious situations. The practitioner and parent would work together directly to build the necessary skills to support the child.

Thought-Full support is based on Low intensity Cognitive Behavioural Therapy (CBT) which focuses on thoughts, feelings and behaviour cycles and is goal focused. CBT works to change the pattern of a person’s thoughts and feelings that keep them stuck, to enable them to respond and behave in a different way.

More information can be found at Thought-Full - West Sussex County Council

Ideas for our next newsletter

If you have any ideas for a future newsletter that you feel would improve patient understanding of the NHS, please do let us know by contacting us online.

Published: Nov 19, 2025