SystmConnect can send a reply as a message, a phone call, a video consultation or a letter — here's how to pick the right one.
One of the things that makes SystmConnect different from a plain contact form is that it can route the reply through several channels, not just email. Picking the one that suits your situation makes the whole exchange quicker.
- 1
Look for the contact preference step
Most request forms ask how you'd like to be contacted back, often near the end of the form.
- 2
Match the method to the need
A message or app notification suits simple answers, results or admin confirmations. A phone call suits things you'd rather talk through. A video consultation suits anything visual a clinician needs to see. A letter suits formal documents.
- 3
Double-check your contact details
Make sure the phone number or email on file is current, and that app notifications are switched on — a reply sent to an inactive channel is easy to miss.
- 4
Know what a missed contact looks like
If a call attempt is missed, practices generally leave a message or try an alternative method — check your practice's own policy on this if you're not sure.
Tips & things to watch for
- Keep notifications turned on for whichever app you use to sign in (Airmid or the NHS App), so you don't miss a reply.
- Video consultations tend to work best over wifi rather than mobile data, especially if signal is weak where you'll be.
- Check your messages folder in the app periodically — some replies won't trigger a phone notification if permissions aren't enabled.
Frequently asked questions
Can I change my preferred reply method after I've submitted?
Usually not directly through the same form, but you can contact the practice to let them know if your preference or contact details change before they've replied.
What happens if I don't state a preference?
The practice will typically default to whichever method they consider most appropriate for the type of request, or the method you've used before.
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Related guides
This is an independent, unofficial guide. For account-specific help, contact your GP practice or NHS service, or visit TPP's official SystmConnect page.