We are moving to a total triage system to help ensure patients receive the right care, from the right person, at the right time.

By reviewing requests first, we can:

• Prioritise urgent problems
• Reduce waiting times
• Improve access to care
• Use the whole practice team more effectively

Total triage means that all requests to the practice are reviewed before an appointment is booked.

Once we understand your problem, we will decide the best way to help you. This may include:

• Advice or reassurance
• A prescription
• Referral to another service
• An appointment (telephone or face to face) with the most appropriate clinician

You can:

• Submit a request using our online form
• Telephone the practice and speak to our reception team
• Ask reception to complete a request on your behalf if you are unable to use the internet

Online access is encouraged as it is usually the quickest option, but it is not essential.

Urgent requests are prioritised and reviewed on the same day.

If you think your problem is a medical emergency, please:

• Call 999, or
• Attend A&E

Not all health problems require a GP appointment. Some concerns can be managed more quickly and appropriately by:

• A nurse
• A pharmacist
• Another healthcare professional
• Self-care advice or treatment

This system helps ensure GP appointments remain available for patients who need them most.

Yes. If a GP appointment is the most appropriate option, one will be arranged.

The total triage system helps us ensure patients are seen by the clinician best suited to their needs.

Urgent problems will be reviewed on the same day.

Routine requests may take longer, depending on demand and clinical need, but we will keep patients informed wherever possible.

That is not a problem.

You can:

• Telephone the practice
• Speak to reception, who can complete a request on your behalf

We are committed to ensuring all patients can access care fairly.

Yes. All patient information is handled securely and confidentially in line with NHS data protection requirements.

Where possible, we will try to maintain continuity of care, particularly for patients with:

• Long-term conditions
• Complex medical needs

However, another clinician may sometimes be able to help you more quickly.

We welcome feedback and will continue reviewing the system as it develops.

If you have any concerns or suggestions, please contact the practice — your feedback helps us improve our services.

Q: When should I call the practice? A: Call if you need help and can’t use the online form, or if you need guidance on what to do next.

Q: What should I do when I call? A: Follow the call-flow options. You may be offered helpful options such as:

• Getting a link sent to the practice website
• Hearing key information (opening times, prescriptions, test results guidance, etc.)

Q: What if the phone queue is long, or I just need to leave a message / submit a medical query? A: Select callback option or use the online form for your query

Q: What’s the preferred way to contact the practice for medical help? A: Use the online form to submit your medical query.

Q: How much detail should I include? A: Include as much detail as possible. The clinician needs clear information to give you the best help.

Q: What if I can’t complete the online form? A: Contact the practice by phone and we’ll help you.

Q: Why does the receptionist ask me questions about my condition? A: To make sure your request goes to the right clinician/service and to help the clinician make a safe decision about the next step.

Q: What sort of questions will I be asked? A: We may ask questions like the below (this helps us record your request clearly):

• Presenting complaint
• What is the reason for calling us today?
• Please describe your issue and symptoms.
• How is this affecting you?
• History of the problem
• When did it start?
• How long has this been going on for?
• What makes the symptoms better or worse?
• If you have pain, what is your pain score from 0–10 (0 = no pain, 10 = worst pain)?
• What type of pain is it (dull, sharp, stabbing, other)?
• Is there anything else about the symptoms that might help the clinician?
• Other important details
• Are the symptoms affecting you in any other way?
• Is there anything else you are worried about?
• Is there anything specific you would like the GP/clinician to do to help?
• What is the best way for the GP/clinician to contact you about the next step?
• Call handler note (internal): impression (for the call handler)

Q: What if English isn’t my first language? A: You can still use the online form, but please use a trusted translation service to help you write your message.

Q: Why does the form need to be in English? A: The practice is not able to provide a trusted translation service, so requests must be submitted in English to avoid delays or misunderstandings.

Q: Can I get an interpreter for an appointment? A: Yes. Translation/interpreting services can be arranged for appointments when needed.

Q: What if I have a severe language barrier? A: If it’s very difficult to communicate in English, coming to the practice can be easier to work through face-to-face. The receptionist will help you complete the request safely.

Q: What can I use the NHS App or NHS website account for? A: You can use it to:

• Check test results (where available)
• View and manage appointments (primary and secondary care, where available)
• View parts of your medical record (where enabled)
• Order repeat prescriptions (where available)
• Update personal details and notifications (where available)

Q: Will someone review my clinical request the same day? A: Yes. Clinical queries are assessed on the day, and we will contact you with the next step.

Q: What happens after my request is assessed? A: Depending on your symptoms and what you need, we may:

• Send self-care advice by text
• Ask you for more information
• Arrange a call or message from a clinician
• Book you an appointment (urgent or routine)
• Ask you to contact your local community pharmacist for advice/treatment
• Refer you directly to another service (for example a community or secondary care service), if appropriate
• Direct you to an appropriate service such as a physiotherapist, if appropriate

Q: What happens if my issue is simple? A: A clinician may manage it straight away (for example: advice for a common condition, or issuing a routine medication if appropriate).

Q: What if I need to be seen? A: If an assessment is needed—or it would be beneficial to attend the practice—an appointment will be booked. This may be:

• Urgent (same day or next day), or
• Routine

Q: How do routine appointments get booked? A: You will usually receive a text message with a self-book link so you can choose a suitable appointment time.

Q: How do I request a nurse appointment? A: Please request nurse appointments via the online form or telephone. Your request will go to the reception team, who will book and message you.

Q: Should I send a photo if I have a skin problem? A: Yes—if it helps explain the issue, please include a clear photo.

Q: Are there any photos I should not send? A: Do not send photos of intimate areas of the body. If you need help with an intimate problem, describe it in words and we will advise the safest next step.

Q: Can I just walk in and ask for an appointment? A: Please avoid walk-ins where possible. If you attend in person, the receptionist will still need to complete the online form with you before your request can be assessed.