E. E. E. Counter
As part of our continued commitment to patient education, independence, and modern healthcare access, we are pleased to introduce a new reception model: the EEE Counter – Education, Empowerment and Enablement.
This innovative approach has been designed to help patients feel more confident using digital healthcare services, improve access to appointments, and make the best use of our clinical team’s time.
What Does This Mean?
A New Role for Reception
From 1st June 2026, our Reception Team will begin an exciting new role as Digital Champions, focusing on supporting patients to access healthcare services more confidently, conveniently, and independently.
Rather than simply booking appointments at the desk, our team will provide personalised guidance and one-to-one support to help patients learn how to use NHS digital services and online healthcare tools with ease.
Patients may be invited to bring their own mobile phones or devices so our Digital Champions can assist with downloading relevant healthcare applications and provide practical support and training tailored to individual needs.
Our Reception Team will help patients learn how to:
- Use the RapidHealth digital triage system
- Access and navigate the NHS App
- Use the practice website to access services quickly and confidently
- Manage appointments, prescriptions, and healthcare requests online
FOCUS AREA – Learning How to Book Appointments
Our team will be available to guide patients step-by-step on how to:
- Book appointments online through RapidHealth
- Use the NHS App and other NHS digital services
- Submit requests through online consultation systems
- View messages, prescriptions, and health updates
- Manage healthcare needs more independently and confidently
Patients can choose to use:
- Their own mobile phone or digital devices
- Practice tablets available on-site for support and training
Why Are We Introducing This?
We want to help patients take greater control of their healthcare and feel confident using the technology now widely available across the NHS.
This means:
- Faster and easier access to appointments
- Greater convenience without waiting on the phone
- Improved confidence using digital healthcare tools
- More independence in managing appointments and requests
- Better understanding of available services
In the future, we hope patients will become less reliant on reception for routine tasks, as more people feel comfortable using self-service options quickly and easily. This will allow reception staff to focus their time on patients who need extra support, guidance, or more complex assistance.
Creating More Clinical Capacity
By reducing traditional reception administration, this model allows us to make better use of staff skills and increase capacity across the practice.
Team members with additional healthcare or clinical training can spend more time supporting patient care, helping us improve access and create more availability where it matters most.
Our Vision
We are a forward-thinking practice that believes in empowering patients, embracing innovation, and preparing for the future of healthcare.
The EEE Counter is about more than reception—it is about building a practice where patients are informed, enabled, and confident in accessing the care they need.
