🟦 PATIENT FAQ: Total Triage System

What is Total Triage?

Total triage means that every request for GP (clinical and admin) help starts with a short online form.Every form is reviewed for the most appropriate next step — this may be an appointment, advice, a prescription, or signposting to another service.

Why is this happening?

From 1st October 2025, GP practices must provide online access during opening hours. This has significantly increased demand, and we can no longer manage safely using our old system. Total triage helps us prioritise patients based on clinical need and ensure fair access.

Do I have to use the online form?

We encourage everyone who can to use it — it’s the quickest way to request help. But no one will be excluded. If you cannot use the form, our reception team will complete it with you over the phone or face‑to‑face.

What if I prefer to phone the practice?

You can still phone us. Reception will ask you the same questions that appear on the online form and complete it on your behalf.

What if I come to reception in person?

Our team will help you complete the form at the desk. You will not be turned away.

Will I still get an appointment?

If a clinician decides you need one, yes. Total triage helps ensure appointments go to those who need them most urgently.

Is this system permanent?

This change is required due to national contract updates. We will continue to review how the system works and make improvements where possible.

How long will it take to get a response?

You will receive a response within our usual timeframes. The triage system helps us work more efficiently and safely.

What if English isn’t my first language?

Please let reception know — we can support you and ensure your request is completed correctly.

What if I have accessibility needs?

We are committed to inclusive access. If you need help, our team will assist you in person or by phon