New GP Surgery changes to launch on 1st October

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Changes to how all GP surgeries operate came into effect from Wednesday, 1st October 2025. These are intended to reduce the “8:00am scramble” for appointments, to streamline appointment booking, free up phone lines for urgent requests, and make healthcare more accessible to patients.

What’s changing from October 1st?

All practices will now be required to keep their doors and telephone lines open between 8:00am and 6:30pm. GP practices are also required to have their online consultation tool open during these ‘core’ hours for non-urgent appointment requests, medication queries and admin requests.

We would like to reassure our patients that our top priority is always your safety, and the quality of care you receive. 

At New River Health, our telephone lines will continue to remain open throughout the hours of 8:00am to 6:30pm.

We are also introducing a staggered lunchtime closure, so that patients can visit one of the surgeries at all times:

  • Castlegate surgery (Hertford) doors will be closed 1:30 – 2:00pm
  • Church Street surgery (Ware) doors will be closed 2:00 – 2:30pm

You can continue to request online (Start Online Consultation) to get help with administrative requests or to request a routine appointment.

We are reviewing our staffing, appointments and processes in order to ensure we are fully prepared to manage any increase in demand for online requests.

You can continue to contact the practice by telephone with any urgent queries or appointment requests, when online is not available, or if you prefer this way of contacting us.

Thank you for your patience and understanding while we work towards the new requirements. Please check the website and in-surgery notices for further updates.