We wish to share some exciting news about a significant change to our appointment system that will improve the way our surgery delivers care to all our patients.
From the 1st October 2025, we are going to be moving to what is known as a Total Triage model (Modern General Practice).
Please note this does not affect any nurse, HCA appointments – these will remain bookable with no changes.
Please also note that the Paediatric Walk in and Over 75 appointments will not be affected and will remain the same
What is Total Triage?
This means every patient contacting the practice first provides some information on the reasons for contact and is triaged before making an appointment.
All patient requests will be triaged by one of our experienced GPs who will decide what the best course of action is. Where necessary, you make be asked to answer a few additional questions to help our doctors prioritise those patients who need more urgent care.
Some of the outcomes from triage could be:
- Same day GP phone call
- Same day face to face appointment
- Routine appointment within 7 days
- Pharmacy First referral
- First Contact Physio appointment
- Signpost to services – self referral
- Sent a booking link to book bloods or annual review
The main purpose of this model is to
- Enhance the quality of care patients receive
- Ensure that patients are given the most appropriate appointment or advice to meet their needs,
- Communicate with patients in a timely way
- Move away from first come first served approach to one based on patient need.
How will it work?
All patients who ring the practice, complete an online consultation or walk in to the practice will be asked information by reception team who will do their best to get you to the right service in the first instance with clinical triage being an option.
Ideally, the system will work better with patients submitting their requests via Anima (online consultation platform). However, we appreciate that this may not be possible for some patients. If you are unable to use or access Anima online then please contact the surgery and our reception team will complete the form for you. We will support patients and their families to become comfortable with the new way of contacting the practice and provide additional support to those patients unable to use online resources.
After the request has been reviewed, you will be contacted either by phone or by text regarding the outcome and next steps.
Opening times
From 1st October 2025, Anima/total triage system will be open Monday to Friday 8am to 6:30pm for routine medical queries, requests for prescriptions, administration requests. We will also have a number of “urgent on the day” appointments. Please note that when these are full, you may be asked to use the NHS 111 service or call 999 for life threatening emergencies. You may also be advised to attend the local Urgent Treatment Centre.
Some routine appointments may be up to 7 days in advance.
How does this benefit you?
We know that change can be difficult sometimes but we are confident that this system will bring many benefits to our patients – for example
- It has been shown to reduce waiting times
- Using digital communication means you can engage with us from home/workplace
- Triage ensures that limited healthcare resources are allocated to patients who need them most urgently
- Total triage will address the increasing demand for appointments and reduce the frustration of having to call and be in a queue at 8am.
Why are we changing our appointment system
From 1st October 2025, the practice has to have online consultations open during core hours 8am to 6:30pm for routine appointment requests, medication requests, admin requests. Without the change in system, it is not possible to meet this requirement and the increased demand.
We have had feedback about how frustrating it can be for patients to wait in phone queues to request an appointment. Also, our current system operates on a first come first served basis which means we are not always able to meet the needs of individuals who do require GP support.
How do I access the service
You can use NHS APP or the practice website to complete your online request. This is the best and most efficient way. You can still call the practice or walk in and the reception will help you to complete request but please note it will be handled in the same way as all the other requests.
What about vulnerable patients or those with special needs
We work hard to identify our patients who may need extra help and can flag this on medical records to ensure the team are aware of any additional requirements.
Other healthcare professionals you may be triaged to see
- Pharmacist – we have our own trained clinical pharmacists and technician at the practice who can manage blood pressure as well as complex medication issues.
- First Contact Physiotherapists – our team see all muscular-skeletal problems. They will see, assess and plan.
- Mental Health – We have 2 experienced clinicians who can see patients to help manage most mental health conditions.
- Care Co-ordinators: We have Frailty and Cancer care co-ordinators who can offer additional support and signpost as appropriate.
- Children’s Health and Wellbeing Navigator – We are very lucky to have an experienced CHWB Navigator who can support individual children and their families and signpost as appropriate.
- Nurses – our experienced nursing team manage many chronic and acute conditions
- Advanced Clinical Practitioner – a very experienced healthcare professional able to see patients with complex medical requirements and acute illness.
- Self-care – Many conditions can be managed through advice and support
- Self-referral – to mental health services, voluntary organisations, smoking cessation
- Community Pharmacies – Pharmacy First has been set up to treat several minor conditions and can prescribe antibiotics where appropriate.
Can I choose what time I come for an appointment?
With routine planned appointments, we will be able to give as much flexibility as possible (subject to rotas).
For urgent appointments, we expect patients to be flexible as there is limited capacity. For urgent health problems, employers are legally expected to allow employees to attend these.
ANIMA
Our new online consultation platform will be a system called Anima. We feel this is easier for patients to use and will also provide the tools needed within the practice to manage workload.
It is very simple to use, please do see link below for how to use Anima.
Anima for Patients: How to submit a request to your GP practice