Appointment books differ between practices. Some use duty clinician slots, others use online request review, hub appointments, nurse-led clinics, pharmacist clinics, home visiting teams or PCN services.

This course sets out general principles. Your practice's current protocols determine which slots can be booked, who may book them, what information must be recorded and when escalation is required.

In England, guidance covers online booking, GP appointment data categories, consultation modes such as face to face, telephone and video, and expanded team roles in modern general practice. In Wales, access commitments focus on telephone demand, digital requests, appointment release across the day, urgent and routine request handling and equality impacts.

In Scotland, NHS Inform notes appointments may be made online through some practice websites or by phone, and that many appointments may be by phone or NHS Near Me video where appropriate. It also advises patients to tell the practice if they cannot use those technologies. In Northern Ireland, booking pathways may be shaped by GP out-of-hours arrangements, Phone First and MDT practice roles such as first contact physiotherapy, mental health and social work where available.

For reception staff, this means appointment names and booking processes cannot simply be copied from another nation or practice. Learn your local slot names, team pathways, video or phone options, home visit procedures and escalation rules for your workplace.