Total Triage
We know how important it is for our patients to access the care they need, when they need it, and we know that getting this care can be challenging, particularly when phone lines are busy or appointments are quickly filled.
To help address these issues, from the 1st October 2025, we’re introducing a new approach called Total Triage — a system that is already being successfully used in many GP practices across the country. This is a national NHS project, and all general practices must adopt the system by October 2025.
What is Total Triage?
Total Triage is a new way of managing care requests, designed to ensure that all patients are assessed on clinical need and then directed to the most appropriate care, by the most appropriate person, in the most appropriate timeframe.
Every request for care made during the surgery hours will be reviewed by an experienced clinician.
You can request care in the several ways:
- Online through the Patchs form on our website
- By Telephone – If you are unable to access patchs, our team will collect the necessary information, so expect a few more questions from us so that we can point you in the right direction
- In Person at reception – speak directly with our reception team who can help if needed to collect the necessary information.
Depending on the nature of your request, you may receive:
- An appointment with a GP – the clinician may arrange some investigations like a blood test, X-ray or scan before the appointment so that the results are ready to discuss in time. Face-to-face care always remains available, both routine and urgent (same day) appointments when clinically appropriate.
- A consultation with another member of our clinical team — 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 it you are booking a regular appointment with the nurse team, eg Chronic Disease review or Health checks etc, this can still be done via the telephone.
Equal Access for All Patients
The current system doesn’t always work well for patients or for our team:
- It’s difficult to get through on the phone, especially in the morning
- Appointments get booked up quickly, regardless of urgency
- Some patients are unable to call at 8am due to work or other commitments
- Some requests, such as for medical certificates or prescriptions, don’t always need an appointment — but there hasn’t been a clear alternative
- Improved continuity of care for those people who need it most.
At the same time, GP practices across the country are experiencing rising demand and workforce pressures. We need a smarter, safer way to prioritise care and ensure we use our time and resources effectively.
The Benefits of Total Triage
- More timely care for urgent issues
- Patients are matched with the most expert clinician for their problem — this is 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 won’t change. Depending on your problem please continue to speak to your local pharmacist, use NHS 111, an Urgent Care Centre or A&E as before when the surgery is closed.
