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Launch of SystmConnect
- Sleaford Medical Group
- Mar 18
- 6 min read
As of Wednesday 19th March 2025, we will be changing our online request system from askmyGP to SystmConnect. Alongside our phone line, this will be the main way to access our services.
Many aspects of using SystmConnect will resemble askmyGP, to ease the transition over to this site. For instance; the site will be accessed via the home page of the practice website, patients do not need to call the practice at 8am to request an appointment and patients without internet access or someone to assist them can still phone the surgery and a Receptionist will fill in a form on their behalf initially.
Based on patient feedback, changes have been implemented that will enhance the patient experience when using SystmConnect.
Patients have informed us that they are dissatisfied with the current 'urgent' or 'routine' options because they are uncertain about how to prioritize their requests effectively.
The options you will be presented with SystmConnect are easier to navigate. You can request an appointment about a new condition, enquire about an existing condition or medication, ask about a referral, discuss a test result or seek advice about something else such as a sick note or travelling abroad.
According to patient feedback, our patients wish to schedule routine appointments in advance, and the new system will facilitate this. Whenever feasible, we will provide appointment booking links to patients, enabling you to select from available slots using your own device.
A challenging part of using askmyGP was the necessity to set up a login to submit a request. With SystmConnect, you can directly connect with your NHS App and SystmOnline accounts, eliminating the need to remember another password!
Prescriptions can still be ordered via our current channels; SystmOnline, NHS App or by dropping in your repeats slip (accessible 24/7 using the external letterbox). The NHS app also allows patients to see their results without having to contact the surgery so we would encourage patients to sign up for this.
How you can best use the system
SystmConnect and its forms are concise and user-friendly. To maximize the benefits of the system and assist us in offering patients timely access to the necessary support, please keep the following in mind:
The more information you give us, the easier it will be for us to help you. Forms with insufficient information will be replied to with a request to provide more information
Where relevant to the symptom, such as a mole or rash, you can submit an image with your request. This will help our clinical triage team to direct to the most appropriate clinician
Please be aware of our multi-disciplinary team. We will continue to direct your request to the most appropriate clinician, who may be a GP, Advanced Clinical Practitioner, Practice Nurse, Clinician Assistant, Pharmacist, Musculoskeletal specialist, Paramedic, Mental health Practitioner.
When you have submitted a request, please do not repeat them when you want to chase the progress. If you are unsure if the request has been received, please call our main phone line to check this with our Reception team
If your request is about an ongoing issue, please tell us who has been managing this and we will endeavour to provide continuity of care
If you haven’t already signed up to receive messages via SMS please do as this means we can contact patients promptly about appointments, results, and other issues. We will also be able to send appointment booking link text messages where possible
Below you can find some frequently asked questions about the system and their answers:
What questions will the forms ask me?
SystmConnect allows you to choose between 2 options; Medical Request or Admin Request.
Within the Admin option you will find:
Request a fit (sick) note
Request the results of Test Results (Blood Test, Scans, etc.)
Any other admin requests eg discuss referrals, request information
Within the Medical option you will find:
New conditions, for a new health problem
Existing conditions, for an ongoing health problem
Medication queries
Other medical request eg submit a medical reading
Once you have selected an option you will be asked further questions about your particular request.
When can I submit a form?
At launch, we will be keeping the same opening times as was set with askmyGP. New clinical requests will be accepted Mon-Fri (excluding bank holidays) 6am - 4pm or until capacity is reached (whichever is sooner). When capacity is reached for the day, an automatic message will show on the system.
For admin requests the opening times will be across the practice opening times; 8am - 6.30pm (excluding bank holidays).
What if my problem is urgent?
Primary Care is not an emergency service and if you are concerned about a very urgent condition such as a possible stroke, heart attack or seizure you should ring 999. If you believe your request to be urgent, please state this on the form as this will help us get to your request more quickly.
How do I request a repeat prescription?
Prescriptions can still be ordered via our current channels; SystmOnline, NHS App or by dropping in your repeats slip (accessible 24/7 using the external letterbox).
Can I still request to be dealt with by my usual clinician?
Yes absolutely. Urgent or quick matters will be dealt with by the acute team, but you can still request your usual GP or Nurse for routine matters and we will do our best to facilitate this.
What do I do if I haven’t got access to a smart phone or computer?
We have found that most of our patients do have access to the internet and a lot of the ones who don’t or who are unable to use it tend to ask a relative or carer to contact us on their behalf. For those patients their relative or carer can fill in the form for them but for the few patients for whom neither of these options are practical, one of our Reception team will take the details over the phone and fill in the form for the patient.
How long will it take to hear back after I submit a request?
Our Reception team and Clinical Triage team will action the requests throughout the day and for new/acute conditions you will be contacted on that day.
We aim to respond or action every request by the end of the same day. However, at particularly busy times it may take up to 3 working days to respond to routine requests.
What if I don’t want to give the reason for my request, can I just write ‘personal’?
We need all patients to give us as much information as possible about their request or problem in order for us to use our limited capacity to best serve our patient population in a way that is both fair and effective. Forms with insufficient detail for us to make a safe decision will be replied to with a request for more information and this may result in that form being returned to the start of the queue.
What if I have more than one issue?
If you have multiple problems, it is best to submit more than one request to make sure we have enough information about each problem.
How do I request a home visit?
Home visits are reserved for patients who are completely housebound, i.e., unable to leave the house for any reason. If that applies to you or the person you are filling in a request on behalf of, please state on the form that you think a home visit is required, these requests need to be submitted by 10am. Home visit requests can be found in new conditions and existing conditions.
Is it NHS approved?
Yes, Patient Triage has been assessed by NHS Digital and meets the requirements for an online consultation solution on the GP IT Futures framework. This includes assessments of how data is used and stored in line with GDPR regulations.
SystmConnect is created by and links to SystmOne, our main medical records system.
What will happen with my askmyGP request?
Although askmyGP will be closed for new requests as of the end the day on 18th March, all requests received prior to that date will still be reviewed and actioned. Any new requests from the 19th March onwards will be processed via SystmConnect.
