TOTAL TRIAGE SYSTEM A new way to contact your GP – Starting 1st October 2025
From 1st October 2025 the Practice is moving to the TOTAL TRIAGE SYSTEM.
We understand you may be concerned about this by what you may have heard from friends or relatives experiences. Please be reassured that we will continue to use the Accurx system and will NOT be moving to Patches.
Follow this link for a demonstration of the Accurx system
Please have a look at the help guides on the Appointments section of our website, or click here
Then check out the help in online service here
Getting started with the NHS App – NHS App help and support – NHS
Proving who you are to get full access to the NHS App CLICK HERE FOR DETAILS – YOU DON’T NEED PHOT ID
We are changing the way that patients contact the surgery.
We have listened to our patients and want to make sure you can see a GP when you need to. Here’s how we are improving our service:
- Same-Day Medical Request Screening
- We aim to review and handle every medical request within 1 working day of you submitting it. This means quicker responses and better care for everyone.
- Improved Patient Access: Right Care, Right Time, First Time
- Our aim is to make sure you get the right medical care at the right time, the first time you contact us.
- No More First Come, First Served
- Appointments will no longer be a first come, first serve basis. Instead, everyone will get the care they need, regardless of how or when they contact us.
This new system ensures that all patients receive timely and appropriate care based on their medical needs.
What is changing?
Starting from Wednesday 1st October 2025 we are changing how you contact and get help from the surgery. From this date, all requests for a GP appointment, as well as questions about administration such as sick notes etc. will need to be submitted through a special form. You can find this form on the home page of our surgery website click here to access the form now
If you have a computer, tablet or mobile phone that you can Google or email from, then you have the technology to complete the online form and we ask that you make your requests this way.
If you don’t have the technology, or you have but don’t know how to use it you can call us or visit the Practice and a member of our team will show you how to complete the form or complete the form for you.
The form will help us understand your medical issue or question. A GP or a team member will look at your form within one working day, and if it’s urgent, it will be looked at first. For medical requests, a GP will either contact you directly, ask the Care Navigation team to book an appointment/ send you a booking link, or give you advice in the way you prefer.
We will send you a link by text message to book an appointment that suits you, with a choice of clinician if appropriate and available, within the time frame that is appropriate for your condition/ request. This may be the same day/within 3 days/within 2 weeks.
PLEASE keep checking your phone for a text message from us and access the link to book as soon as you receive it. Click here to see how that works If you use the NHS app please ensure that ‘notifications’ are turned on.
Please be reassured that if you contacted us by telephone and can’t use the digital routes we will make a note on the request, and we will call you with response or to book as necessary.
Please have a look at the help guides on the Appointments section of our website, or click here
Then check out the help in online service here
Why are we making this change?
NHS England is asking all GP surgeries to make it easier and and more fair for patients to get appointments either online, by phone, or through other digital methods. The goal is to improve your care and make sure patients see the same doctor when needed. Our surgery team is working hard to meet these goals. By using the request form to collect important information from each patient the GP and team can decide on the best care for you. All the information you provide will be kept private.
This system will help us:
- Understand what each patient needs by gathering information.
- Make sure everyone gets the right care, fairly and safely.
- Offer easy and inclusive ways to book appointments online or by phone.
- Make the best use of our doctors and other health professionals.
- Improve how we work and avoid doing the same things twice.
What is not changing?
Patients:
- Can still book appointments with nurses, healthcare assistants, and for blood tests by calling the surgery or by booking online as usual via the NHS App (if we haven’t already sent you a booking link!)
- Can still get urgent same-day GP appointments if needed.
- Will stay with their registered GP to keep continuity of care.
Please have a look at the help guides on the Appointments section of our website, or click here
Then check out the help in online service here
CLICK HERE FOR Frequently Asked Questions
Here to help!
We are here to support you with these changes. If you need help filling out the request form, just ask, and a member of the Care Navigation team will be happy to assist. Please be patient as we all adjust to this new system. Thank you for your understanding and support.
How to contact us