Reading List

A curated Reading List to support and extend learning from Appointment Requests for GP Receptionists and Care Navigators.

These sources relate directly to handling same-day and routine requests, deciding urgent work, recording next steps and care navigation. For live appointment decisions follow your practice's current protocols.

1. Same-Day, Routine and GP Access

• NHS England - Changes to the GP Contract in 2026/27
  Describes contract changes for 2026/27, including same-day handling for clinically urgent requests, expectations for non-urgent contacts and the requirement not to ask patients simply to call back another day.
  https://www.england.nhs.uk/long-read/changes-to-the-gp-contract-in-2026-27/

• NHS England - Recording same day appointments for all clinically urgent patients
  Explains how same-day clinically urgent work should be recorded under the 2026/27 GP contract and why accurate ownership and categorisation are required.
  https://www.england.nhs.uk/publication/recording-same-day-appointments-for-all-clinically-urgent-patients/

• NHS England - You and your general practice
  Patient information about contacting a GP practice, the kinds of details staff may ask for and how patients are told what will happen next. Useful for phrasing around access and next steps.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS - Appointments and bookings at your GP surgery
  Guidance on booking routes, urgent appointment contact, online booking and extended access services that may help before arranging a GP appointment.
  https://www.nhs.uk/nhs-services/gps/gp-appointments-and-bookings/

2. Care Navigation, Safety and Continuity

• NHS England - How to improve care navigation in general practice
  Practical guidance on assessing urgency, supporting continuity, using service directories, documenting processes and providing staff support for care navigation.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS England - Digitally enabled triage
  Sets out digital access options, online requests and triage arrangements to help manage requests consistently across online, telephone and front-desk routes.
  https://www.england.nhs.uk/long-read/digitally-enabled-triage/

• NHS England Digital - GP Appointments Data dashboard national category mapping guide
  Guidance on appointment category mapping and same-day clinically urgent work, explaining why accurate booking categories and records matter.
  https://digital.nhs.uk/dashboards/gp-appointments-data-dashboard/national-category-mapping-guide

3. Urgent and Emergency Routes

• NHS - When to use NHS 111 online or call 111
  Explains when NHS 111 is appropriate, how callbacks work, and what to do if symptoms change while waiting.
  https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/when-to-use-111/

• NHS - When to go to an urgent treatment centre
  Patient information about urgent treatment centres, NHS 111 booking and what happens if someone becomes worse while waiting.
  https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/when-to-visit-an-urgent-treatment-centre/

• HSCNI - Phone First
  Northern Ireland information on Phone First for people considering an Emergency Department with a non-life-threatening issue. Provides regional context for urgent routes.
  https://online.hscni.net/our-work/no-more-silos/phone-first-faqs/

• nidirect - GP out of hours service
  Northern Ireland public information about GP out-of-hours services for urgent care when the GP surgery is closed.
  https://www.nidirect.gov.uk/articles/gp-out-hours-service

4. Four-Nations Access Context

• NHS Inform Scotland - General practice services
  Scottish NHS information on GP services, the role of reception teams, confidentiality, urgent care needs and how information helps plan the day's workload.
  https://www.nhsinform.scot/care-support-and-rights/nhs-services/doctors/general-practice-services/

• Scottish Government - General Practice Access Short Life Working Group: access principles
  Sets out Scottish access principles including right care, right place, right time, handling urgent needs when capacity is limited and maintaining continuity for complex or frail patients.
  https://www.gov.scot/publications/general-practice-access-short-life-working-group/pages/2/

• Welsh Government - GMS contract access commitment 2024 to 2025
  Welsh Government guidance on GP access commitments, including reviewing appointment systems and the mix of urgent, on-the-day, remote, face-to-face and pre-bookable appointments.
  https://www.gov.wales/gms-contract-access-commitment-2024-2025