Getting help at YHP

On Wednesday 10th July, SystmConnect replaced Anima as our way to offer patients the option to submit their requests to the practice online.

Why SystmConnect?

• It's user friendly – patients who tested SystmConnect found the system easy to navigate; the language used is simple and the questionnaires are designed using simple tick boxes and free text boxes.

• Patients do not need to register for an account - SystmConnect checks patient details against their record and prompts our team to check if any details don't match.

• It's already part of our current clinical system that we use daily to manage your records meaning that data is kept in one place.

Watch this short video about SystmConnect:

Submitting an online request is quick to complete and ensures that our clinicians have all the information they need to process your request in a fast and efficient way. For medical problems, we will ask you a series of questions about the problem so that our clinical team can quickly decide the best way to help you.

Our telephone lines remain open for any patients who cannot access SystmConnect online. If you contact the practice by telephone, our team will use the SystmConnect tool to capture the same information as if you had gone online. People who cannot contact us online or by telephone may visit the practice reception where a member of our team will gather the same information in person.

All requests, whether received online, via phone or face to face will be treated in exactly the same way, assessed by the same team, strictly in order of clinical urgency.

We therefore ask that everyone who is able to contact us online does so in order to make space on the telephone lines and in reception for people who can only use these channels.

How it works

Depending on the form you are completing, you will be asked some simple questions about the problem you have. Please complete these as accurately and with as much information as you can.

In the last section you will be asked to enter your personal details. These should match the details you are registered at the practice with and should be entered in full. This information is used to match your request to the correct patient record.

If you have an account for SystmOnline or an NHS Login, you can use these details to pre-populate your personal details when submitting your request; it will not impact how quickly your request is dealt with.

All requests from patients, whether they are received online, via phone or face to face, come into a central team to be reviewed. This team is staffed by Advanced Clinical Practitioners (ACPs), Clinical Pharmacists, GPs and Care Navigators. They sit in one office, working together to look at all the requests and take the appropriate action.

This could be:

• A phone call or message to ask you for some more information about your request

• A simple message to let you know what to do next

• An invitation to attend a same-day appointment

• An invitation to attend a future appointment

What about patients who cannot use the internet?

Our telephone lines remain open for any patients who cannot access SystmConnect online. If you contact the practice by telephone, our team will use the SystmConnect tool to capture the same information as if you had gone online. People who cannot contact us online or by telephone may visit the practice reception where a member of our team will gather the same information in person.

All requests, whether received online, via phone or face to face will be treated in exactly the same way, assessed by the same team, strictly in order of clinical urgency.