Improving Access

Healthcare Navigators

As I am sure you may be aware through recent contact with Catshill Village Surgery or indeed social media platforms and current news. Healthcare Navigation has become a focused part of all patient contact we receive here at the practice. Healthcare Navigation is an important role aimed at providing our patients with the right service at the right time with the right person. An appointment with your doctor is not always the best option for you.

To prevent delay to patient care, our staff will be actively signposting our patients depending on appropriateness to alternative services.

You will notice that for every contact with our practice Healthcare Navigators will be asking for a brief reason for your contact. This will allow our healthcare navigators to either offer you an appointment with a member of the practice team or direct you to the most appropriate service based upon your needs.

Please be kind to our Healthcare Navigators they have been provided with training and are trying to help!

Alternative services offered are recommended by NHS England.

My Local Services

Keep track of local services available to you.

This directory is a good way for you to keep track of local services available to you. We have included information around what each service offers. We have also added contact numbers to help you get where you need to be quickly.

Your GP Practice is always helping you to make the right choice about your healthcare. Knowing your options is not always easy. With new services available and a heavy push on digital applications and pathways, it’s not aways as simple as picking up the telephone.

We hole this directory helps to guide you to the most appropriate service in a timely manner.

First Contact Practitioner – Physiotherapy

FCP – First Contact Practitioner – Physiotherapy, is a new NHS service in which you see a physiotherapist instead on your GP for your first appointment about your musculoskeletal condition. This service is available for patient 16 years and over.

  • Soft tissue injuries, sprains, strains or sports injuries
  • Arthritis in any joint
  • Possible problems with muscles, ligaments, tendons or bones eg tennis elbow, carpal tunnel
  • Spinal pain including lower back, mid back and neck pain
  • Spinal related pain in arms or legs including nerve symptoms eg pins and needles or numbness
  • Post orthopaedic surgery

Tel: 07436 797891


Social Prescribers

Social prescribers can link you to many services in your community to help. These may include:

  • Healthy lifestyle and active lives
  • Art, music, outdoors and creativity
  • Befriending, counselling and other support groups
  • Housing, benefits and financial support and advice
  • Employment, training and volunteering
  • Education and learning
  • Getting involved in local groups and activities
  • Accessing specialist services and support

Its important to know that social prescribers are:

  • Someone to talk to confidentially
  • Someone who is practical, helpful and who will not judge you
  • Someone who can help you decide what you’d like to do to improve your health, wellbeing and independence
  • Someone who can find you activities that will suit you
  • Someone who can give you support along the way

Tel: 0300 303 5291


Lifestyle Advisor Service – Wellbeing Coaching

If you would like to feel healthier and happier, Lifestyle Advisors can provide the support you need to make small changes in your life that can make a big difference.

  • Healthy eating & weight management
  • Stop smoking
  • Reduce alcohol use
  • Become more physically active
  • Improve wellbeing
  • Low mood

Service no longer running – new service coming soon

Children & Families Services

Action-it is designed to provide children and young people with the skills and techniques to better manage their own emotional wellbeing and improve their confidence and self-esteem. This service is for any student in year 6 or above.

Children, Adolescents & Family Team – CAF team is designed to support children, young people, and their families with a whole range of issues and problems that may be affecting their health and wellbeing. This service is available for young people 8 to 18 years old. Those under 8 years please speak to your GP.

A referral is needed either through your GP or School.

Tel: 01905 272525


Healthy Living for People with Type 2 Diabetes

Healthy living is a free online NHS Service for people living with type 2 diabetes. It provides knowledge and information that will support you to manage your condition.


Community Pharmacist Consultation Service

Your healthcare navigator or Clinician may suggest this service to you as an option.

This service enables practice teams to channel defined minor illness patients directly to a community pharmacy for their first contact, where they will receive clinical assessment and advice.

The aim is to improve access for patients with minor illnesses making it easier for patients to access quick and convenient consultations with the right healthcare professionals in a way that is safe and effective. These assessments can be face to face or via telephone or video call making it easier than ever to get the healthcare you need.

Knights Catshill Pharmacy: 01527 872469

Lloyds Pharmacy BHI Parkside Bromsgrove: 01527 872077

Boots Pharmacy Bromsgrove Highstreet: 01527 872056

Plus – People Like Us

If you are aged 18 or over and regularly feel lonely, reach out. Loneliness is widely recognised and can be devastating for people’s physical health and emotional wellbeing.

Please Like Us (Plus) is a service that works across Worcestershire to support people aged 18 or over who are feeling lonely or isolated.

Tel: 01905 272525


My Planned Care

My Planned Care gives you advice and support while you wait and helps you prepare for your hospital consultations, treatment or surgery. This includes giving you information about waiting times at your hospital and other supporting and local services while you wait.

The website is updated weekly and can be viewed by anyone, which means you, your family or Carer as well as your NHS team can all see the latest information.

Your hospital team will be in touch with you as soon as they can. If you are looking for an update, please check out the website before contacting your hospital or GP.


HANDI Paediatric

Download the new Worcestershire HANDI Paediatric App to get up to date advice about common childhood illnesses and how to treat them. The conditions covered are:

  • Coronavirus
  • Diarrhoea and vomiting
  • Chestiness
  • High temperature
  • Tummy pain
  • Common new-born problems


Healthy Minds

Previously known as Let’s Talk, Healthy Minds support people who are experiencing difficulties such as:

  • Stress
  • Anxiety
  • Low mood & depression
  • Social anxiety
  • Body dysmorphia disorder
  • Sleep problems
  • Emotional wellbeing with a baby
  • Health anxiety
  • Suicide prevention
  • Post traumatic stress
  • Excessive worry
  • Panic attacks
  • Phobias
  • Obsessive compulsive disorder


Fall Prevention

This strong and steady exercise programme is designed for people who feel unsteady on their feet or have had a fall. These classes aim to improve strength and balance, and they make people feel more confident when out and about. They could make the difference between remaining independent living too.

If you feel you would benefit from this type of targeted exercise you can complete the registration form on their website.


Find Your NHS Number

This service is available on the NHS UK website. If you would like to know your NHS number.


Minor Eye Condition Services

MECS is an NHS funded service available to all patients registered with a Worcestershire GP. The service provides patients experiencing recently occurring medick eye conditions with appropriate treatment closer to home. This service is provided by local optometrists at approved opticians with the specialist knowledge and skills to carry out this work.

Some of the medical eye conditions that can be treated by MECS:

  • Reduction in vision in one or both eyes
  • Red eye(s)
  • Pain and or discomfort in eyes, around the eye area or temples
  • Recent onset or sudden increase in flashing lights and/or floaters in one or both eyes
  • Suspected foreign body in eye

Available options in Bromsgrove:

  • Boots Opticians: 01527 872583
  • Chapman Opticians: 01527 836290
  • Eyecare Opticians: 01527 888599
  • Eyedeal Opticians: 01527 579777
  • Specsavers: 01527 879815

Helpful Contact Numbers

Health Visitors: 01527 488320

District Nurses: 0300 7906 253

Community Midwife: 01527 512146

Sexual Health & Family Planning: 01527 516398

Substance Misuse Cranstoun: 01905 721020

Occupational Therapy: 01527 488016

Princess of Wales Community Hospital: 01527 488000

Alexandra Hospital Redditch: 01527 503030

Worcestershire Royal Hospital: 01905 76333

Kidderminster Hospital and Treatment Centre: 01562 823424

Patient Advice and Liaison Service (PALS) 0300 1231 732

Emergency Dentist: NHS 111

What to expect from your GP

Help us achieve our goals.

Your GP surgery is normally the first port of call for any health concerns you may have. It is important that you know what to expect from you GP surgery and how online access can make the patient journey easier.

When you visit your GP surgery, you should expect to be treated with respect, empathy and understanding. Your GP will listen to your concerns and provide you with the best possible care. Your GP will take the time to explain your diagnosis, treatment options and any potential side effects. Your GP surgery should be easily accessible, with convenient opening hours and accessible locations.

You should be able to book appointments easily and receive prompt medical attention and there are also facilities for repeat prescriptions, referrals to specialists and access to medical records.

Over recent years, GP surgeries have undergone significant changes. These changes have been driven by technological advancements, changing patient demands and the need to improve efficiency and effectiveness in healthcare, One of the most significant changes has been the increased use of technology,

Many GP surgeries now offer online services such as repeat prescription ordering an access to medical records and test results. This has made it easier for patients to manage their health and has reduced the administrative burden on GP surgeries. Another change has been the focus on preventative healthcare. GP surgeries are now increasingly offering health checks, screening tests and lifestyle advice to help patients maintain good health and prevent illness. This has helped to reduce the burden on healthcare services and improve patient outcomes.

Online access can make the patient journey easier by providing a convenient and secure way to manage your health. Online access can also save time and reduce the need to take time off work or travel to the surgery. However, online access should not replace face-to-face consultations with your GP, particularly for serious or complex health issues.

The COVID-19 pandemic has accelerated these technology changes and encouraged GP surgeries to rethink their way of working. The pandemic forced many GP surgeries to adopt new ways of working such as remote consultations. This has enabled patients to receive medical care without leaving their homes, reducing the risk of infection, and improving accessibility. The pandemic has also highlighted the importance of continuity of care and the need for GP surgeries to maintain strong relationships with their patients.

Many GP surgeries have adopted new ways of communicating with their patients, such as email, text messaging and online consultations. This has helped to maintain patient engagement and improve patient outcomes.

It is important to maintain a good relationship with your GP and to visit them in person when necessary. In summary, you should expect your GP surgery to provide high-quality, accessible and patient-entered care.

Tackling the demand for GP services is a challenge that requires collaboration between patients and GP surgeries. Here are some ways in which patients and GP surgeries can work together to manage demand while continuing to put patient care, expectations and experience first.

Encourage Self-care

Patients can take responsibility for their own health by adopting a healthy lifestyle, managing chronic conditions, and seeking advice from reliable sources such as NHS websites and local services set up by the Primary Care Network. GP surgeries have trained Healthcare Navigators to provide patients with information and resources to help them manage their health and prevent illness.

Use Technology

Technology can be used to improve access to healthcare services and reduce the burden on GP surgeries. Patients can use online services t order repeat prescriptions and access medical records. GP surgeries can use technology to provide remote consultations, online consultations, and other innovative services. Online access can also save time and reduce the need to take time off work or travel to the surgery.

Prioritise Urgent Cases

GP surgeries and Healthcare Navigators can prioritise urgent cases to ensure that patients receive prompt medical attention when they need it most. Patients can help by being clear about the urgency of their health concerns and seeking medical attention promptly when necessary. Signposting to local services or pharmacy can often be the most suitable service and offers quick and easy solutions to everyday health conditions.

Improve Communication

Patients and GP surgeries can improve communication by being clear about expectations, concerns and needs. GP surgeries and Healthcare navigators can provide patients with information about their services, waiting times and how to access medical care. Patients can provide feedback to GP surgeries about their experiences and suggest ways to improve services using our website.

Work Collaboratively

Patients and GP surgeries can work collaboratively to manage demand and improve patient care. This can involve working with other healthcare providers, community organisations and local authorities to provide integrated care and support. We also have a Patient Participation Group which holds regular discussions giving patients the opportunity to be heard. This group meet in a voluntary capacity to enhance the practice by working alongside the Practice Manager, Doctors and Nurses to identify areas of improvement and excellence.

In summary, managing demand for GP services requires collaboration between patients and GP surgeries. Patients and GP surgeries can work together to encourage self-care, use technology, prioritise urgent cases, improve communications and work collaboratively to improve patient care, By working together, patients and GP surgeries can ensure that patient care, expectations and experience remain a top priority.

We want to work with you to provide the best possible care and experience at our GP practice.


The NHS app lets you:

  • book appointments
  • order repeat prescriptions
  • access a range of other healthcare services

Other options to are available when it comes to contacting your practice online such as:

  • Patient access
  • proxy access
  • AccuRx

To request access via Patient access or proxy access simply contact the practice and complete our online form where we can verify your ID.

To contact us via AccuRc simply return to the home page on our website and use the tab: Contact us online using AccuRx.


We offer different appointments depending on the query so providing the reception team with a little background will help them to navigate you to the most appropriate Clinician or service. We offer face to face, telephone, online consultations. We also offer home visits to our patients that are housebound and unable to travel.

Registering with our practice

You can register with our practice if you are in our catchment area. You can check your postcode. Simply return to the home page on our website and use the tab: Register with us online. Here you can check the catchment area and you can also download and print off our registration forms. We are considering offering patients the option to register online in the future however this service is not yet set up. When registering at our practice you will be assigned an accountable GP. Patients can express a preference for a particular practitioner to be their named GP if they wish.