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New procedures at Henfield Medical Centre to tackle high demand for appointments

At Henfield Medical Centre we are facing the same challenges that 99% of GP surgeries across the country are: levels of demand never seen before. Something needs to change, and we are meeting this challenge head on.

We appreciate that it is often difficult to get through on the phone, and our frontline reception staff are grateful for your understanding when you’ve had to wait. We know it’s not been easy for them or for you.

Our new way of working will prioritise patient care for those who most need our help. We plan to introduce a ‘Total Doctor Triage System’ by telephone. This will allow your doctor to make a preliminary assessment of your health concern (after asking you some important questions) and ensure that your health needs are met efficiently and with the right professional on our team.

This new system works in the following way:

  • The receptionist taking your call will assess if you need an administrator or a clinician. They may be able to direct you straight to an appointment with a first contact physio, pharmacist, nurse or a GP Triage phone call.
  • All patients requesting a GP appointment will receive a GP Triage call (if possible, your own GP for continuity). This important call will assess the need for a face-to-face appointment. Your issue may be resolved during this first call, which saves you considerable time and the Surgery considerable resources.
  • Your call may be signposted to other services and other clinical professionals (you can see all the services we provide on our website under ‘Clinics & Services’. The aim being that you see the most appropriate professional at your first appointment.
  • You will be encouraged to use the ‘e-consult’ system, which allows the quick ‘housekeeping’ enquiries you have (such as sick notes or admin queries) to be answered efficiently; while clinical issues are summarised, saving you and your GP valuable time when they contact you.
  • You will be encouraged to access your test results and request repeat prescriptions online through our GP system, SystmOne or the NHS App.
  • You are encouraged to undertake simple routine activities (such as recording blood pressure) at home or in the waiting room to free up our time for us to spend with you, focusing on the health matters that are the best use of your doctor’s time.

Until this system is fully functioning, please be patient with us. We need all our patients to play a part in this new process, the NHS under pressure affects us all and we need to work together to make sure every person in our community receives the best care possible, realistically and within the resources available to us.

Thank you for your help,

Karen Crawford Clarke
Senior Partner Henfield Medical Practice

Primary Care Network (PCN)

To meet the increasing needs of NHS patients, practices have begun working together and with community, mental health, social care, pharmacy, hospital and voluntary services in their local areas in "primary care networks".

Primary care networks build on the core of current primary care services and enable greater provision of proactive, personalised, coordinated and more integrated health and social care.

Henfield Medical Centre is a part of the Chanctonbury PCN; this network consists of the following practices:

  • Henfield Medical Centre
  • Steyning Medical Practice
  • Glebe Surgery
  • Billingshurst Surgery

The Clinical directors of our entire network are our very own GP's, Dr Karen Crawford-Clarke and Dr Gordana Ninkovic-Chapman

For more information on PCN's please click HERE.



National Pharmacy Association

Pharmacy2u is NOT your local pharmacy and has nothing to do with us

You may have received a letter in the post or email inviting you to get your repeat prescription from a company called Pharmacy2u.

Here are some important facts about Pharmacy2u which we feel you should know:

  • Pharmacy2u is not your local community pharmacy and has nothing to do with us.
  • Pharmacy2u is a distance-selling (internet only) pharmacy based on an industrial estate.
  • As a patient, you cannot have any face-to-ace contact.
  • In October 2015, they were fined £130,000 for selling their patients’ details to marketing companies.
  • Over Christmas 2015, they failed to send out prescriptions for three weeks, leaving patients without essential medicines.
  • In February 2017, the CQC inspect Pharmacy2u, finding it was ‘’not safe, effective or well led’’
  • We believe that an internet business like this is no substitute for your local pharmacy.
  • Please support your local pharmacy.

We have implemented the Accessible Information Standard

What does this mean for you? 

The Accessible Information Standard aims to provide carers and patients, who have a disability, impairment or sensory loss with information that they can easily read or understand.  

Please make the staff at the Henfield or Woodlawn Surgeries aware to enable them to try and meet those needs.

For more information please visit      


The Friends and Family Test is a feedback tool available to all patients who use our practice services, it is based on one primary question, that is, whether people would recommend our service and practice to their family and friends. 

Please tell us about your care today.

Good or bad, your comments are really important to us and will help to improve the service for you and others.

Please visit to leave your feedback on both our service and any of our GP’s.


Better Information means Better Care;

Click on the link in further information to find out the latest information on how your health records are shared, protected and used, and how to opt out of sharing your health records.

Data Sharing;

Click on the link in further information to find out the latest information about the different ways your health records are shared.  

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