From Wednesday, 1st October 2025, we will be transitioning to a Total Triage system as part of the new GP contract. This means all patient requests for appointments or administrative queries will first go through a clinician or a team member via a digital form or phone call to determine the most appropriate next step, rather than directly booking an appointment. Patients will receive a response within one working day with advice or a booking link for the right professional.
What is Total Triage?
It’s a system where every contact with the GP practice is first triaged by a clinician to identify the best way to meet a patient’s needs.
- It moves away from the traditional “first come, first served” approach to appointments and aims to ensure patients are directed to the most suitable healthcare professional or service.
How it Works
- Patient Contact:
You contact your surgery with a health concern or administrative query, often by filling out an online form, but you can also call or visit the practice for assistance.
- Information Submission:
You provide details about your issue through the form or with the help of a receptionist.
- Clinical Triage:
A clinician reviews your information to decide on the most appropriate course of action.
- Care Pathway:
You receive a response within one working day, which could be:
- A same-day or future appointment with a GP.
- A telephone or face-to-face appointment with another healthcare professional.
- Self-care advice or a signpost to another service, like a pharmacy.
Benefits
- For Patients:
Avoids the 8 am phone rush, offers convenience and access to care when needed, and ensures you see the right professional.
- For Practices:
Improves efficiency, helps manage demand, and reduces pressure on GP services.