1. What does “Total Triage” mean?
Total Triage means that when you contact the surgery, we will first assess your needs by filling in some forms about your health. This helps us decide the best and quickest way to support you—whether that’s a phone call, or face-to-face appointment.
2. How will Total Triage affect how I book appointments?
Instead of booking a fixed appointment right away, you’ll be asked some questions about your symptoms. Based on your answers, we’ll offer the most appropriate type of consultation and prioritise urgent cases and we can book it for you or send you a booking link so you can have an appointment that suits you,
3. Will I still be able to see my usual Doctor or nurse?
We will always try to arrange for you to see your usual healthcare professional when possible. If not we try to stick to the buddy group system(small team of doctors) that we have, however sometimes another team member may be best placed to help you quickly.
4. Do I need to come to the surgery in person, or can I get help remotely?
Many problems can be managed remotely by phone or message saving you time. If a face-to-face appointment is needed, we will arrange this.
5. How quickly will I get an appointment or advice?
Urgent problems will be prioritised and you will be seen or contacted quickly. Less urgent issues may take longer, but we will always aim to provide timely care.
6. What if my problem feels urgent or serious?
Please tell us clearly if your problem feels urgent. If you have a medical emergency, call 999 or go to A&E immediately.
7. Will I have to answer lots of questions before being seen?
We ask some important questions to understand your problem better and provide the right care faster. This usually only takes a few minutes.
8. Can I still call the surgery if I don’t have internet or a smartphone?
Yes, you can still call us on the phone, and we will support you with the triage process over the phone.
9. How will you make sure my concerns are taken seriously?
Our Reception team are trained to listen carefully and assess all concerns to ensure you get the right care.
10. What if I don’t understand the questions or the process?
You can ask our staff for help anytime. We’re here to support you and make the process as simple as possible.
11. Will my personal information be kept confidential in this system?
Yes, your privacy is very important to us. All information you share is kept secure and confidential, following strict privacy laws.
12. Can I choose a phone call,or face-to-face appointment?
Where possible, we will offer you options depending on your needs and preferences.
13. What happens if my problem needs urgent hospital care?
If during triage we identify you need hospital care, the Triage Doctor will advise you accordingly and help you get the right support.
14. Will the surgery be open at the same times as before?
Our opening hours will stay the same, but how you access services may change to improve efficiency.
15. Why are you changing to Total Triage now?
We want to provide quicker, safer, and more convenient care by making sure everyone gets the right help at the right time.
With Systmconnect you will be able to request help or an appointment by filling out a form via the NHS app or SystmOnline. A member of our team will review your form and it will be passed onto the relevant team. If it needs an appointment or signposting to the most appropriate care service. The Triage Doctor will be able to do so. If an appointment is needed we call you or send a booking link, which ever you find easier.
PLEASE DO NOT WORRY if you do not have access to a computer or mobile device our friendly reception team will help you complete the forms in person or over the phone.
As we prepare to trial the new system ,bookable GP appointments will not be available after Friday the 1st of August, until the new triage service begins.