New Triage System from October 2025
We understand the importance of our patients accessing the care they need, when they need it. Recognising the challenges posed by busy phone lines and quickly filled appointments, we are introducing a new approach called Total Triage from October 2025. This system, already in use in many GP practices nationwide, is part of a national NHS initiative that all general practices must adopt by October 2025.
What is Total Triage?
Total Triage is a new way to manage care requests, ensuring all patients are assessed based on clinical need. Patients are then directed to the most appropriate care by the most suitable person within a relevant timeframe. Every care request made during surgery hours will be reviewed by an experienced clinician.
You can request care in several ways:
- Online through the Patchs form on our website Patchs
- NHS App on your smartphone or tablet and follow the prompts for appointment requests
- By Telephone – If you cannot access Patchs, our team will gather the necessary information, so please expect a few additional questions.
- In Person at reception – Speak directly with our reception team, who can assist in collecting the necessary information.
Depending on your request, you may receive:
- An appointment with a GP – The clinician may arrange investigations like blood tests, X-rays, or scans before the appointment to ensure results are ready for discussion.
- A consultation with another clinical team member — such as a physiotherapist, pharmacist, mental health practitioner, or nurse.
- A direct referral to community services such as Pharmacy First.
- A prescription, medical certificate, or advice without needing an appointment.
Please note that regular appointments with the nurse team, such as for Chronic Disease reviews or Health checks, can still be booked via telephone.
Equal Access for All Patients
The current system has its drawbacks:
- Difficulty getting through on the phone, especially in the morning.
- Appointments quickly booked regardless of urgency.
- Some patients cannot call at 8 am due to work or other commitments.
- Requests like medical certificates or prescriptions don’t always require an appointment, but alternatives have been unclear.
- Improved continuity of care for those who need it most.
GP practices across the country face rising demand and workforce pressures, necessitating a smarter, safer way to prioritize care and use our resources effectively.
The Benefits of Total Triage
- More timely care for urgent issues.
- Patients matched with the most appropriate clinician for their problem — not always a GP.
- More flexibility and fairer access for all patients.
- Safer clinical decisions made earlier in the process.
Accessing Care When the Surgery is Closed
This process remains unchanged. Depending on your issue, please continue to consult your local pharmacist, use NHS 111, visit an Urgent Care Centre, or go to A&E as before when the surgery is closed.
