Non-urgent advice: Register for online appointments
Overview
We are pleased to share some exciting news about an important change to our appointment system, designed to enhance how we provide care to all our patients.
Across the UK, GP surgeries are adopting a ‘Modern General Practice’ model. This national NHS initiative aims to make it easier for patients to access care and treatment while improving overall satisfaction. All practices will be required to transition to this approach in due course.
From 1 September 2025, our surgery will be moving to a total triage system.
What is total triage?
Total triage is a new way of working in general practice. Whenever a patient contacts the surgery, we will first ask for some brief information about the reason for contact. This request will then be reviewed (triaged) by one of our experienced clinicians before any appointment is arranged.
You could be given a face-to-face or telephone appointment, a reply from the GP with self-care advice, or you could be signposted to a more appropriate service.
Please note that nurse appointments are not affected by this change. Services such as cervical screening, wound care, blood tests, and similar clinics will continue as usual.
The main purpose of the total triage model is to:
- improve the quality of care patients receive
- ensure everyone is offered the most appropriate appointment or advice for their needs
- communicate with patients promptly
- move away from a “first come, first served” model to one based on medical need
How does it work?
Most patient requests will be made using the Patchs online form. If you are unable to use or access Patchs, please contact the surgery by phone in the usual way. A member of our team will complete the form on your behalf and add your request to the triage list for a clinician to review.
Once your request has been reviewed, you will either receive a call offering you an appointment with the most appropriate clinician, or receive a message with advice and guidance.
To help clinicians review your request quickly and accurately, it is important to provide as much detail as possible when describing your symptoms. For example:
“I have had a cough for 10 days. I have tried over-the-counter medicine but it has not helped. Over the last couple of days the cough has worsened, feels chestier, and I now have a high temperature.”
By contrast, a short message such as “I have had a cough for 10 days” does not provide enough information, and we will need to ask for further details. This could delay your care.
The total triage service will be open Monday to Friday. During the weekend or bank holidays, please continue to use the 111 service or call 999 for life-threatening emergencies.
How does this benefit you?
We know that change can be difficult sometimes, but we are confident that total triage will bring many benefits to our patients.
Benefits
- Total triage has been shown to reduce waiting times, allowing us to respond to your medical needs more quickly.
- It enables you to contact us digitally from home or work, without the need to wait in a phone queue.
- By triaging all requests, appointments can be offered to those who need them most urgently, ensuring resources are used fairly.
- This approach also helps us manage the increasing demand for appointments and removes the frustration of the 8am rush to get through on the phones.
If you have any questions or concerns, our team is here to guide and support you.
What if I have trouble using the new system?
We want to support patients and their families or carers in getting used to this new way of contacting the surgery and hope that, over time, it will feel straightforward and comfortable to use. For patients who are unable to access online resources, we will make sure extra support is available.
If you do not have online access, or find it difficult to use digital technology, please contact our reception team in the usual way and they will be happy to assist you.
Do I have to share personal information with a receptionist if I ring/walk-in?
It is important to provide as much relevant information as possible so that your request can be triaged appropriately. We understand that some issues may feel sensitive to discuss. Please be assured that our reception team are specially trained to ask the right questions and handle personal information with care. They are bound by confidentiality agreements, and their role is essential in helping us deliver safe and effective healthcare to all our patients.
Can I walk into the surgery to make an appointment?
We strongly advise against walking into the surgery to request an appointment. Primary care is not an emergency service – if you require urgent medical attention, please call 111 or go directly to A&E.
If you do come into the surgery, your request will be handled in the same way as if you had submitted an online consultation or called us. You may be asked to complete a Patchs form on your own device, or a member of the reception team will complete the form with you.
Why can’t I just book an appointment like I used to?
Across the country, GP capacity can no longer keep up with growing demand, so we need to implement systems that ensure every patient receives the most appropriate and safe care. Healthcare is evolving, and it is important that we adapt to these changes.
Will this help the telephone system?
We recently upgraded our telephone system to include a call-back service, which has been very effective. We hope that as more patients use the online system, waiting times on the phone will be significantly reduced for those who need to call for other reasons.
Is there any guidance available for registering with Patchs?
Yes, we’ve created a short video explaining the registration process for you below.
Page last reviewed: 29 August 2025