Dr Tim Mercer has shared a video on TikTok to explain the changes
08:26, 23 Sep 2025Updated 08:29, 23 Sep 2025
Big changes are coming to GP surgeries in October(Image: PA)
An NHS doctor has explained significant changes coming to GP surgeries from October 1. Dr Tim Mercer, who frequently shares medical advice via TikTok, clarified in a video that he felt compelled to address the issue online after noticing some of his patients mistakenly thought he was responsible for the upcoming changes.
He said: “General practice triage is the direction of NHS England. I think my patients were under the impression that perhaps moving to total triage was my decision but this couldn’t be further from the truth. The only decision I made was to start September 1 so if anything went horribly wrong we could turn it off and fix the problem before October 1!”.
In his video, Dr Mercer outlined that the most significant change is what occurs when you contact your practice to book an appointment. He said: “From October 1, all surgeries will be required to have the new charter, ‘You and your general practice’ and they’ll have to maintain the principles outlined within it.”
According to Dr Mercer, adopting this charter means GPs must be open from 8am to 6.30pm, Monday to Friday, and during these hours they can be contacted in person, over the phone, online or through the NHS app.
Dr Mercer added: “The current system means you contact the surgery and they give you an appointment at some point in the future that kind of meets your request… some level of triage takes place by the receptionist, but clearly the patients are not happy about this.”, reports the Mirror.
With NHS England’s new charter, this situation is set to change. As the GP said: “Whether you make your request by phone, online or visiting the practice, you have to give us some details and then we can assess what is best for you based on your clinical need.”
Dr Mercer shared a screenshot of the official guidance, adding: “We will consider your request for an appointment or for medical advice and tell you within one working day what will happen next.”
He further explained that under the current system “you may call and be told by the receptionist you can have an appointment two weeks on Thursday”, but the change will mean you call the GP to request an appointment and wait for it to be allocated within one working day after the GP has “triaged everything from the pile”.
Expressing his frustration, Dr Mercer stated: “It’s not the receptionist’s fault. It’s not my fault. This is not what any of us decided. This is what NHS England has told us we have to do.”
As a result, the doctor advised that fromOctober 1, your requests could lead to an appointment “that day, the subsequent day, or it might just be a text message or advice to go to the pharmacy or another NHS service”.
NHS England’s website also states: “Your practice will decide what is best for you based on your clinical need. Your practice cannot tell you to just call back the next day.”
Dr Mercer said: “Although for the majority of circumstances, we’re going to try to give you what you want because often what the patient wants in the end is what they need – or at least we can negotiate it.”
He concluded by outlining the major change that patients “will be happy about”, specifically that “practices can’t just say, ‘Just call back tomorrow at 8am’.”
The NHS provides additional information: “You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist. If you have a carer, they can speak for you with your consent.
“You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available. It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.”