General Practice Access Routes
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/General_Practice.width-800.jpg)
Helping patients to better understand the choice of access route to use when contacting a GP practice. The campaign can also help GP practices better communicate with their patients about the best ways of getting in touch with them when they need help.
Campaign details
Target audience: Adults
Topics: NHS
Campaign end date: Ongoing
Overview
There are different ways that a patient can request help from a general GP practice. They can phone or visit the practice, go to the practice’s website and complete a convenient and secure form.
Familiarity with requesting help via a practice website is limited and even patients who are aware may use it reluctantly. Many may think that by requesting help via the website, they won’t get what they need – a face-to-face appointment, for example.
Furthermore, many patients don’t realise that regardless of how they contact their surgery – whether by phone, in person or using an online form – their practice will help them get the care they need, whether it’s a face-to-face appointment, a phone or video call or by sending a text or online message.
Resources
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/toolkit_1xvoreN.width-200.png)
Campaign toolkit - an overview
Tips, advice and links to help practice staff.
Last updated: 21 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/posters.width-200.png)
Posters
Creatives covering the 3 access routes to contact a general practice (online, call or visit).
Last updated: 12 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/leaflet_YgLDpaM.width-200.png)
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/120423_NHSE_DigitalAccess_Social_1.width-200.jpg)
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/Digital_screen.width-200.jpg)
Digital screen animation and static image
For use on screens in GPs' waiting rooms.
Last updated: 12 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/Tranlated_leaflets.width-200.jpg)
Leaflets in various languages
This patient leaflet is available in a variety of languages.
Last updated: 21 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/magazine_copy.width-200.png)
Editorial content
Includes copy and imagery for GP practice magazines and newsletters.
Last updated: 13 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/voicemail.width-200.png)
Scripts (voicemail and text message)
Can be personalised for your practice answerphone and text messages.
Last updated: 12 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/patient_letter.width-200.png)
Sample patient letter
Sample copy for letter to patients about the new ways to access your services.
Last updated: 21 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/Contact_slips.width-200.jpg)
Contact slips
Use these to give contact details and opening hours for your GP practice.
Last updated: 17 April 2023
![](https://assets.nhs.uk/campaign-resource-centre-v3-production/images/Audio_version.width-200.jpg)
Accessible leaflets
Available in British Sign Language, audio and more.
Last updated: 27 February 2024
Published: 28 October 2022