Patient Newsletter: Issue 12

Welcome to our winter newsletter, our first newsletter of 2026.

This newsletter will review our new online appointment booking tool, Rapid Health, now we have been using it for four months.

We will also shine a spotlight on Dr McGlone, our GP with a special interest in HRT & the menopause and who fits our contraceptive coils and implants. A few of the other topics include Decembers practice statistics, winter wellness, the carer’s portal and the NHS app campaign.

4 Month Review of Rapid Health

In October 2025, we adopted a new appointment system called Rapid Health. This is a triage tool approved as medical device by the NHS. It allows the patient to either make an administrative request, book an appointment or receive self-help information. We changed our system for a number of reasons, notably

• To reduce our waiting time for routine or less urgent appointments
• To increase our patients’ ability to book GP appointments online
• To fall in line with The new 10 year plan for the NHS which contained a very clear message of “Digital First”.
• To future proof the practice with a rising practice list
• To optimise care with the right patients seeing the right clinician at the right time

We now have 4 months’ worth of data, experience and feedback from staff and patients. We are pleased to report that the number of patients waiting over 2 weeks has halved with 86% of patients being seen within 2 weeks and 71% within 7 days. (Please note that some of those patients being seen over 2 weeks are follow-up GP appointments that need to wait that long for clinical management.) We are averaging 2158 appointment questionnaires per month.

Patient Experience

We asked patients who attend each month for a GP appointment to respond to our Friends and Family survey.  We are so grateful to patients for taking the time and trouble to report back to us about their experiences

Automated Appointments

We are currently averaging 50-60% of appointment requests being automatically triaged by Rapid Health, rather than requiring a subsequent manual triage by a GP.  We have made some changes to the set up of types of appointment we have in February 2026, with the aim of improving the automated booking appointment performance to 70%.

Negative Response from Patient

The majority of concern expressed by patients was that the new system was not a very good booking system for the elderly who have no computer or the questionnaire is too long.  We wish to reiterate that our reception team will always go through the questionnaire, designed by clinicians for maximum safety, and have processed almost 8% (457) of requests to date.  We agree that it will indeed take longer to book an appointment doing it this way but the questions are designed to detect any red flag symptoms that need an urgent appointment or indeed a referral to A&E.  Two thirds of the questionnaires completed by reception for our patients are for patients aged over 65.

Positive Responses from Patients 

• Had problems booking an appointment online so had to speak to a receptionist. Receptionist was very helpful and filled in the very long questionnaire for me.
• My telephone appointment was prompt and it was easy for me to use the online appointment
• I was given an appointment with Dr Tait within 2 hours of submitting the questionnaire. I found her really helpful and empathetic with the ear pain I was experiencing. She couldn't see anything wrong and suggested I see the dentist. It turns out that i have a cracked tooth and the crack reaches down into the root of the tooth and I had a small infection.
• Very good care and really qualified people, I would mention Dr. GARETH from Langley house for his professional and kindness he treat patients
• Good staff and my blood test results came back same day on my nhs app. I was very impressed
• I have found the new booking system to be particularly useful. GP’s I have seen have taken my health seriously and respected my input about treatment.
• Efficient service, doctors are thorough and receptionists are helpful
• The online process for booking an appointment was easy. The appointment with the doctor was excellent. As was the feedback from the practice pharmacist following blood work, which was carried out following the face to face consultation with the GP.
• My submission form and quick response follow up was dealt with very efficiently and in a friendly, helpful manner.
• Everything went so smoothly and as a new patient I was very impressed
• Got an appointment v quickly that was thorough and lasted 25 mins until the Doctor felt she had all the facts and was able to recommend a course of action
• Wonderful service from start to finish. Ease of making a same day online appointment, ease of checking in via the screen in the waiting room and prompt and excellent service received by Dr Daryl. Thank you
• GPs responded quickly to my e-consult and within hours, on three separate occasions over four weeks, I had a response within a few hours. On one occasion, I was surprised that a GP made a follow-up phone call later in the day. Excellent service. Thank you for your care.
• The doctor listened to be, he already had a treatment plan in mind after the online form I filled in. He was cheerful and informative.
• Quick appointment and Dr listened and diagnosed to solve issue promptly. Excellent service.
• Doctor was very helpful and understanding, reception team is also very good. Booking my appointments has been a great experience compared to other practices I have been before. I am always a bit nervous going to the doctors but this practice has help me get more comfortable.
• Both receptionists and the GP I saw were helpful, efficient and thorough. The practice is managing the new online booking service very well.
• I completed the online appointment form and received a same day appointment. I was called to see the doctor before my allotted time, examined, listened to, given advice and information on a follow up if my problem doesn’t improve
• I received an appointment promptly. On arrival I used the online login service. The reception was light and airy with plenty of seating. I was seen soon after I arrived. The Doctor was personable, informative and reassuring. He appeared to have read my notes. He must have passed my notes on to the next stage, because I was called the next day, and offered an appointment for the following day. The whole service was blindingly efficient. Wow. Thank you NHS and of course Langley house.
• All aspects were covered and my questions were answered well. There was also a future appointment made with me at the time also.
• I am a big fan of the online consultation. You always respond quickly with an appointment. As (thankfully) my few consultations with yourselves are minor, the appointment is sometimes a week or two ahead which I don’t mind. When I have needed to change them it has been quickly and efficiently dealt with. Phone waiting times are not unreasonable. Nothing jumps out as being in need of improving
• Easy to book original appointment online and follow up was sent through efficiently Doctor was excellent and very knowledgeable and understanding
• Easy booking of appointments as my health concern wasn't urgent. Dr. had good knowledge of situation and treatment explained well. Making appointment quick and efficient
• I was offered an appointment the same day and they even managed to fit myself and son one after each other. Very impressed with the service
•  I find the whole process very easy and professional with Langley House. The frontline desk are helpful and respond to my needs and the doctors I have met have all been excellent
• My experience with Langley House has always been good and despite my scepticism the new booking system worked well.
• The new appointment booking system was very efficient. The doctor provided advice and referral for the problem.
• The new system of booking appointments is better with a choice of which GP you see. Much improved.
• I have been into surgery to see a doctor which was really good and helpful. I felt supported. The reception staff are always so helpful and the online system I always find easy to use when requesting an appointment or repeat prescription.
• I used the online service which was quick and simple and got an appointment quickly. Easy, fast and efficient as always.  I think we are lucky to have such a great service from this surgery
• The reception staff were very helpful in helping me get an appointment booked - thank you.
• An appointment was set for me to see the GP within an hour of me filling in the form online and submitting it. Moreover, Dr Tait was superb. Simply the best
• Easy appointment booking system. Doctor was really good, listened to me and made me feel at ease.
• The receptionist was very helpful and understanding when I pointed out that my issue was not urgent and that I could attend an appointment the following week. She rearranged the online appointment. I then saw a the doctor who was understanding, patient and so professional- he was able to immediately diagnose a skin issue answering questions and putting my mind at rest. Thank you. What a fantastic surgery
• The online triage questionnaire was a fast and efficient way of knowing if a consultation with a doctor was needed. The staff were very responsive and got back to me quickly with a same day appointment.
• I was impressed to be offered a same day appointment, given what felt like a nebulous description of my issue.  The Dr was extremely thorough and be then put me on antibiotics right away.  When I had concerns later in the week I was given another same day appointment after phoning, with the same doctor. I felt I was really being looked after.
• The system is very easy and then to get an appointment coming through so quickly (next day) I was pleased as well as relieved
• Don’t see the doctor very often and when the new system was introduced on 1st Oct I was dreading trying to book an appointment for a blood test. From booking to the actual appointment and blood test results all done in 3 days.
• New booking system worked well. Timely and informative telephone appointment with excellent GP and I have the follow up I need.
   

GP Spotlight – Dr McGlone

Dr McGlone trained at St George's Hospital Medical School, having grown-up in South Wales. She moved to Chichester with her husband in 2007 to train as a GP at St Richard's Hospital.  Having always had an interest in women's health, Dr McGlone completed additional training in family planning, sexual health and menopause, and leads the Women's Health service at Langley House Surgery. Outside of the workplace, Dr McGlone enjoys spending time with her teenage children, and wider family and friends. She particularly enjoys the summer months in sunny Chichester, making the most of local beaches and countryside with her pet labradoodle.

 

Accurx Appointment Reminders

At the beginning of November we introduced appointment reminders using Accurx. These reminders also give patients the option to cancel appointments without telephoning the surgery. In the last two months missed appointment time has reduced from an average of 39 clinical hours a month to only 19 hours, over a 48% decrease!

The Carers Portal

Two months ago Carers Support West Sussex launched its new Carer Portal. In case you missed it, the portal is a one-stop shop for carers to manage their caring journey. Once registered in the portal, carers can update their details, check which groups or sessions they have booked onto and find out more information on wellbeing and contingency planning. It’s designed to give carers more control, convenience and confidence as they care for others.

Read more about the Carer Portal

No One Prepared Me for This: A Carer’s Honest Story

When Roger became a carer for his wife, who lives with dementia, he found himself unprepared and overwhelmed. In this heartfelt account, Roger shares reflections on control, love, and the importance of finding support, offering insight into the complex and often unexpected journey that can accompany becoming a carer.

Read the full story: "One Prepared Me For This"

The NHS App Campaign – 19th January to 15th March

The latest usage NHS App figures show that in November 2025 alone there were:

• 62.3 million logins
• 20.8 million GP health record views
• 6.6 million hospital and secondary care service appointments managed
• 6.3 million repeat prescriptions requested

As of December 2025, the NHS App has a total of 39 million registered users.

The NHS App is a quick, easy and convenient way for people to manage their primary care needs. From the App you can:

• order repeat prescriptions
• find NHS services
• view your GP health record including test resultsget reminders and messages

New features are regularly being added, with some patients now able to view and manage their hospital referrals, view wait times and appointments in the NHS App

NHS Urgent Dental Care

The NHS in Sussex is expanding the number of appointments for people who need dental care urgently. 26,546 additional urgent NHS dental appointments are available for people across Sussex, as part of 700,000 extra appointments being rolled out across England – 100,000 of which are in the South East.

These appointments ensure that people experiencing urgent dental problems can access timely care, even if they are not currently registered with a dental practice.

The additional urgent appointments are for dental conditions such as:

• Severe, persistent toothache
• Dental abscess
• Broken or knocked-out tooth
• Continued bleeding after a dental procedure or injury
• Facial or oral swelling
• Painful fractured, loose or displaced fillings
• Severe soft-tissue problems affecting cheeks, gums or tongue

Sussex residents who need urgent dental help can call the Sussex Dental Helpline on 0300 123 1663 between 8am and 4pm Monday to Friday or NHS 111 outside of these hours.

The Helpline team have access to the latest information on available care from local dentists and can book patients directly into appointments.

You can also contact the dentists who offer urgent dental care appointments directly, during usual opening hours. See where urgent dental care is available across Sussex.

You do not need to be registered with a dental practice to access an urgent appointment.

Winter Wellbeing

January often feels like a long month, and although the days are getting longer, winter can still be tough.

The cold and damp weather that this time of year brings can aggravate existing health problems and make us more vulnerable to respiratory winter illnesses.

A lack of sunlight and feelings of pressure around New Year’s resolutions and fresh starts can also be hard on our mental health. There are lots of things we can all do to keep ourselves warm and well this winter.

Joe is a Physiotherapist with the Community Respiratory Service and his advice for staying well during the colder months is:

“Weather allowing, go outside at least once a day for fresh air, and make sure you’re eating and drinking plenty too.”

Find more support for your winter wellbeing on our website, and watch the short video below for top tips from some local residents.

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: Feb 18, 2026