Facing the Challenges in NHS GP Practices

Many GP practices across the NHS are under unprecedented pressure. Patients’ needs are growing ever more complex, yet resources and funding remain tight. Surgery teams feel the strain to cope with high demand, make the best use of appointments, and maintain quality care for everyone - even those who are less confident using online services. Below, we’ll look at some of the key challenges and how a carefully chosen digital solution can make a difference. We’ll also explore how Silicon Practice’s tools and experience fit into this picture.

1. The Shift from Demand-Driven to Needs-Driven Services

Traditionally, many practices have operated in a “demand-driven” model. This usually means trying to accommodate everyone who contacts the practice - often resulting in the familiar 8?am scramble for appointments and constant pressure on GPs to fit people in. Now, a growing number of surgeries want to move to a “needs-driven” model, where patients receive care that’s more closely tailored to their individual needs. This could involve:

Better triaging to direct patients to the right clinician or resource.

Clearer appointment pathways that ensure urgent issues are prioritised while routine check-ups aren’t overlooked.

Efficient online booking that lowers the pressure on phone lines and reception staff.

However, transitioning to a needs-driven model can be challenging. It requires the practice to redesign how appointments are booked and how patients interact with the surgery, all while making sure no appointments are lost and no new staffing burdens are introduced.

2. Implementing a Comprehensive Triage System

At the heart of a needs-driven approach is triage. The practice needs a reliable, user-friendly platform that:

Assesses symptoms or queries before patients reach the GP directly.

Offers recommended next steps that reflect the urgency and type of care each patient needs, including signposting to self-help resources and relevant practice services.

Operates 24/7, so people don’t all rush to call at 8?am.

However, practices often worry about digital exclusion—some patients might not have access to or feel comfortable with online services. Financial restrictions and physical space constraints can also pose hurdles. For example, a practice might not have the budget or additional clinical rooms to dedicate staff solely to running online triage all day. A digital system must therefore be intuitive, accessible, and efficient - working alongside existing teams rather than adding more pressure.

3. Overhauling Appointment Book Templates

A significant challenge lies in revamping the internal structure of appointment books. Many practices rely on systems like EMIS, and creating or altering the existing appointment template can be complicated - especially when it must interface smoothly with a new triaging system. GPs and practice managers must ensure:

Appointment slots are used effectively to minimise gaps or overbooking.

Time is allocated to the right types of appointments (urgent, routine, specialist nurse clinics, etc.).

Triage outcomes feed smoothly into the scheduling process, so each patient is guided to the most suitable clinician.

This process can be time-consuming and requires careful coordination between clinical staff, reception teams, and digital providers to get it right.

4. Selecting and Developing a New Practice Website

Finally, an effective website is becoming a cornerstone for modern GP practices. With so many patients seeking information and services online, a website must:

Meet all NHS requirements, including accessibility and security standards.

Serve as a digital front door, offering clear information and allowing patients to easily request appointments, order prescriptions, or get general advice without calling the practice.

Integrate seamlessly with triaging and booking systems, so patients don’t need to navigate multiple, disjointed platforms.

Building or choosing this kind of website can be daunting, especially when resources are tight and practices are unsure which features genuinely help staff and patients.

How Silicon Practice Can Help

This is where Silicon Practice steps in. As a company specialising in digital solutions for the NHS, we have vast experience delivering accessible, efficient, and fully compliant platforms to GP surgeries. Our aim is to create tools that reduce administrative burdens, empower patients to find help online, and free up clinicians to focus on those who need face-to-face support the most.

A Helping Hand for Lasting Change

A carefully chosen digital partner can help GP practices make real progress - without drowning in extra work or unexpected costs. By introducing robust online triage, revamping appointment booking systems, and launching a modern, user-friendly website, practices can reduce strain on staff and ensure that every patient finds the right care at the right time.

At Silicon Practice, our experience in the NHS space means we understand the pressures faced by surgeries, from budget constraints to the demands of providing 24/7 access. Our services are designed to support practices in a practical way, meeting essential requirements while minimising disruption.

For practices ready to move from a demand-driven to a needs-driven model, the combination of triaging, clinical system integration, and an updated website can be transformative. It’s not about selling a product - it’s about helping GPs and their teams offer the best possible care for their patients.

Change in the NHS doesn’t have to be overwhelming. By focusing on triage, capacity management, and an inclusive digital approach, GP practices can maintain (or even increase) appointment availability, allocate their time more effectively, and build a more sustainable service model. With the right guidance and tools from providers like Silicon Practice, it becomes possible to tackle these challenges head-on - without losing sight of the real goal: high-quality, patient-centred care.

If you’d like to talk about how Silicon Practice can help you implement better triage, simpler digital tools, and an inclusive approach that leaves no one behind, get in touch today. We’re here to support you and your patients every step of the way.