Dr Neil Shastri-Hurst MP recently visited Tanworth Lane Surgery, run by GPS Healthcare, to see how staff are responding to growing pressures in general practice.
Serving a patient population of around 40,000, the surgery is facing the same challenges seen across the NHS: rising demand, workforce pressures, and the need to balance urgent access with continuity of care. The practice receives hundreds of appointment requests every day, with a requirement to see 90% of urgent patients on the same day, placing significant pressure on staff and triage systems.
During the visit, Dr Shastri-Hurst met with clinicians and staff from across the multidisciplinary team, which includes GPs, advanced nurse practitioners, pharmacists, paramedics, and care navigators. He was shown how the surgery has introduced a modern, purpose-built triage system, designed to ensure patients are directed quickly to the most appropriate care pathway.
A key focus of the visit was the practice’s use of digital innovation to improve access. With over 80% of patients now using the NHS App and the majority of patient requests now managed through a a “digital front door”, alongside continued support for patients who are less digitally able.
The MP was also briefed on a two-week trial of an AI-powered receptionist system, which is already handling around a quarter of inbound calls. The technology supports the team by automating simple queries, reduces call waiting times, and improving the quality of information gathered before review by trained staff. .
The surgery is also piloting an Integrated Neighbourhood Team model, bringing together a range of health professionals to provide more coordinated, holistic care for patients with complex needs – an approach aimed at improving outcomes while reducing repeat demand on services.
Dr Shastri-Hurst praised the dedication of staff and their commitment to patient care, noting strong patient satisfaction scores, with 92% of patients surveyed expressing trust and confidence in healthcare professionals and 80% rating their overall experience as good.
Dr Neil Shastri-Hurst MP said:
“It was a pleasure to visit Tanworth Lane Surgery and see first-hand the extraordinary work being done by staff under significant pressure. General practice is on the frontline of our NHS, and the gap between demand and available appointments is a real and growing challenge.
What impressed me most was the surgery’s willingness to embrace innovation. from a highly effective triage model to the use of digital tools and even AI to improve patient access and experience. These are exactly the kinds of solutions we need to support patients whilst easing the burden on hardworking staff.
It is vital that we continue to raise awareness of the pressures facing general practice, support patient expectations, and ensure that practices like this have the resources and policy clarity they need to succeed.”
Simon Tuncliffe, Managing Partner, said:
“Over the past 18 months. We have made real progress at GPS Healthcare, but we know there is still more to do. Demand for appointments continues to grow, and while we are working hard to improve access for our patients, these pressures are part of a wider challenge across the NHS.
I am incredibly proud of our fantastic team, who work tirelessly every day to provide safe and effective care and meet the needs of our patients. Their hard work and commitment make all the difference
We remain committed to continuing our innovations, improving services, and making sure that patients can access the care they need, when they need it.”
Looking ahead, the practice aims to build on its progress by enhancing its triage resources, optimising its workforce skill mix, and further investing in technology to support both patients and staff.
