Total Triage

Total Triage means that every patient request is reviewed before an appointment is booked. This helps ensure patients receive the right care, from the right clinician, at the right time. 

The quickest way to contact your surgery with medical or administrative queries is by submitting an online request through our website. You can also submit requests through the NHS App. 

The information provided helps the clinical team assess the problem and determine the most appropriate next step 

You can still telephone the surgery or visit in person. The care co-ordinator will ask you questions about your request to fill out the appropriate online form on your behalf.  

The clinical team will then assess your request, and a member of the admin team will be back in touch with the next steps. 

All requests will be assessed in the same way, regardless of how you contacted the surgery.

Total Triage allows requests to be prioritised according to clinical need rather than the order they are received. It aims to improve patient safety, reduce the morning rush for appointments, and ensure patients are directed to the most appropriate clinician or service. 

The surgery will use the information you provided to ensure that you’re given the most appropriate care. We may send you a text message requesting more information if needed. 

If an appointment is required, we will be back in touch to arrange this. If there is a faster or more appropriate route to care, you may be signposted to take part in this, such as being asked to visit your local pharmacy or being offered a referral to another service.

Yes. A clinician reviews every request. Patients may be offered a GP appointment, telephone consultation, face-to-face appointment, advice, medication, referral, or another appropriate service depending on their needs. 

Not necessarily. Patients may be directed to another suitable healthcare professional such as a pharmacist, advanced nurse practitioner, paramedic, nurse, or another member of the practice team if this is the most appropriate option. 

Yes. Continuity of care remains important and requests for a particular clinician will be considered wherever possible, although urgent needs and clinician availability may affect this. 

Clinically urgent requests are prioritised. Non-urgent requests will receive a response with the next steps within the timescales set by the practice's triage process. 

No. The aim is to provide faster and fairer access by prioritising patients according to clinical need, rather than first come, first served. 

Urgent requests are prioritised by the clinical team. If the practice cannot safely accommodate the request, patients may be directed to NHS 111, urgent care, or emergency services as appropriate. 

Some nurse and healthcare assistant appointments will continue to be booked through reception, depending on the service required. You may be asked to complete a form with further information about your availability. 

Yes. Patients should submit a request and explain why a home visit may be needed. A clinician will assess whether a home visit is appropriate. 

Yes. A family member, carer, or member of staff can help complete the request when needed. Please make sure that the details on the request are for the patient and that all contact details are up to date. 

Yes. Information submitted through the triage system is held securely and is only accessible to authorised members of the healthcare team 

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The team will usually attempt to call again. If contact cannot be made, patients may need to contact the practice to arrange another appointment or submit a further request. 

Patients should normally describe their main concern in the triage request. Additional issues may be discussed during the consultation. 

Accurx is an NHS-approved software supplier. The surgery uses Accurx to manage patient requests, request additional information from you and to send you messages about your care.