What this means for you:

• Total Triage ensures that your query is directed and dealt with appropriately making this a better and more efficient experience for you.
• Ensures greater continuity of care, the doctor will review your medical record and wherever possible book you an appointment with the same clinician that has dealt with the problem previously.

We have a range of health care professionals working at the practice who may be more appropriate for you to see, rather than the GP. Our reception team have had specialist care navigation training and may offer you an appointment with the team members listed below:

• Nurse
• Health Care assistant
• Physio
• Social Prescriber
• Mental Health Occupational therapist
• Cancer care coordinator
• Community care coordinator

Care Navigation

Care Navigation improves access to primary care services for patients and reduces GP pressures all in one. When you contact the practice to book an appointment you will be asked for a brief outline of the problem. This allows our trained reception team to gather information for the doctor to review your request and they will may also provide patients with information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way. 

This is because we want to offer our patients choice and help to access the most appropriate service first which is not always the GP. It also means that patients will find it easier to get a GP appointment when they need one.

How do I contact the practice/request an appointment?

• Use Accurx
• By Phone
• By email for routine administrative queries

Tired of waiting on the phone? Use Accurx!

• Accurx is our online consultation platform accessible via NHS App or here.
• Submit a medical or administrative request
• Please see the link below for a video on how to use Accurx.

Watch a video about how online triage works

What happens to my request?

• Medical requests are triaged by a clinician, who will decide on the most appropriate action and timescale, which may include, telephone or face to face appointment, advice or signposting to another service.
• Urgent medial requests- we will respond to you the same day
• Routine medical requests- we will respond to you within 2 working days
• Admin requests are viewed by a receptionist and directed to the most appropriate team member for action

Why we are making this change:

• New Government guidelines, developed to help you make an appointment with us.
• This change should make it easier to submit requests to the practice and ensure that requests are seen by the most appropriate member of staff and dealt with in an appropriate timeframe. Appointments will be prioritised according to need, rather than who gets to the appointments first.