Total Triage – Starting September

As of 1/9/2025 any request for a GP or NP appointment will be reviewed by our medical team first, who will then decide what to do. This new system is often referral to as ‘total triage’. Receptionists will not be able to directly book a GP appointment for you, but they can help you with completing the short form to request an appointment. It is very important that you ensure that you contact number is up to date on your medical record (if you change your address or phone number you must let us know).

To avoid waiting in the telephone queue, you can complete the online consultation form available on our website.

• All patient requests for a GP appointment will be checked by a GP who will decide what is needed. 
• You could be given a face-to-face appointment, phone call, text message with advice, or an appointment with another health service.  
• Those who need appointments most will be prioritised based on need, instead of who gets through to reception first.  

• The current way of booking appointments is not working across the country. We aim to get you the right care at the right time and total triage will help us with this. 
• This will reduce the 8am rush on the telephones and at the reception. 
• We have listened to patients who have raised concerns directly with us and we have spoken to our Patient Participation Group 

• You will not need to contact reception at all to access care. 
• The reception team will no longer be booking GP appointments for patients directly. Instead, they can help you make your request if you are unable to do so yourself. 
• Whichever way you contact us (online, in person or over the phone), all requests will go into the same ‘triage’ queue. 

• Medical requests will go to our GP-led triage team. 
• We will respond within 2 working days (but usually on the same day).  
• The triage team may ask for more information via text message. 
• You may also be sent a booking link via text message so you can book your own appointment online at a suitable time for you. 

• We will continue to have a duty doctor every day to deal with urgent queries.

• Our reception will remain open for anyone who cannot complete the form. 

Please only submit one medical issue per triage form, so that you can add enough detail for each problem. Provide more information so we can help you. 

• Requests for sick notes, doctors’ letters, test results or chasing hospital appointments should also be done using the online form. 

• You can request to see or speak to a specific doctor; we will do our best to arrange this if it is possible.