Starting July 2025, our practice will transition from PATCHS to a new system called SystmConnect, which will be more user-friendly for our patients.
We have been using PATCHS for a few years and whilst it has helped improve access to routine appointments, processing over 34000 PATCHS requests in the year, we are aware many patients find the system confusing and difficult to use. We remain committed to offering online access as it reduces congestion on the telephone lines, enhances responsiveness and helps us manage the high volume of appointment requests we receive at the Humbleyard practice.
Please see the FAQs below to find out more about this change.
Why are we moving away from PATCHS ?
Our contract with PATCHS expired in April. We had the option to switch to an alternative provider and having listened to patient feedback, we decided to switch.
What will happen to my PATCHS account?
From the beginning of July, the supplier will deactivate our PATCHS site and its integration with the NHS App. All historic data with be returned back to the practice and subsequently deleted from the supplier’s digital storage. All your historic information from PATCHS is saved in your clinical record in case we need to reference it in the future.
What is the new system?
The new system is called SystmConnect, provided by a company called TPP, one of the biggest software developers for GP practices. However you don’t need to worry about the name as the system will integrate seamlessly from our website.
How will I access it?
The forms will be integrated into our website. In the future you will also be able to access it via the NHS app, however this feature has not yet been rolled out by the developers.
Is it difficult to use?
No. Having listened to patient feedback, we have chosen a system which addresses many of the negative experiences with PATCHS. The forms are easy to access and intuitive to complete.
Will an account be needed for this new system?
No, an account is not required. However if you have an NHS login or SystmOnline account, you can use it to pre-populate your details when filling out a form.
Will this change the Humbleyard website?
Our website address will remain the same. However we will need to change some of the options to ensure clear navigation and easy access to the forms. We will work closely with our Patient Participation Group to facilitate these changes.
Can I submit a request for a relative / child etc?
Yes, you will be able to submit a form on someone else’s behalf. There is an option within the form to indicate if you are a relative or carer.
Will the forms be available all the time?
Some forms will be available throughout our opening hours. However, to ensure we can safely process the number of submissions, we may need to cap some forms when we have reached capacity for the day.
What if I (or a relative) can’t use online services?
We hope this system will be easier to use than PATCHS, enabling more patient to ultilise it. However, if someone is unable to use online services, please call us, and a member of our patient care team can complete a form on your behalf.
What services will be available through the new system?
The online service will remain for routine issues only. We will continue to ask that all urgent issues are phoned through to us, as this is the safest way for us to manage urgent requests. For routine issues, you can submit request for health concerns, long term condition reviews, medication requests, sick notes and general admin queries. We plan to expand the available options over time.
Will I be able to get some help from the practice if I have problems with the system?
Yes, our staff will assist you with any queries. We are also producing instructional leaflets and videos to help guide you through the new system.