TOTAL TRIAGE
Launching 6th July 2026
From 6th July 2026, we will be changing the way we book our appointments. This change is being driven by NHS England who have changed the GP Contract and made this change necessary. Several of our neighbouring practices have been using this for some time now and report positive outcomes and we hope to have the same experience.
Key Changes:
- To ensure patients are dealt with in an appropriate time frame for their issue and appointments are allocated according to health needs.
- To avoid the 8am rush for appointments
- To free up GP appointments for those that need them by utilising our expanding health team which includes, pharmacists, physiotherapist and many more.
- To improve access to care and manage demand safely.
Going forward instead of ringing the surgery to book appointments, we ask patients to submit an online request via the NHS App and on our website by using the link below-
Contact us about your request - Accurx Patient Portal
The triage form can be used for medical or admin queries. This function will be open between 8am and 6.30pm.
If you DO NOT have access to internet or a family member or friend is unable to complete it on your behalf, you can still call the surgery on 01229 820068 or visit the front desk where a member of the Reception team will help you complete the form. However, the quickest way will be online.
Should you require urgent help from a GP before 8AM or after 6.30pm or at the weekend then you should continue to call NHS 111.
It is important to note that this system does not provide us with any additional appointments, and we ask that you fill in the form with as much detail as possible to help the triaging GP offer you the most appropriate service.
Why are we changing?
- As part of the national NHS contract changes introduced by the government. Practices are required to ensure online consultation tools are accessible from 8am to 6:30pm and respond to patients within one working day.
- Our aim is to improve accessibility to Primary Care services. Access to a GP appointment has been a national challenge for years. Total Triage will significantly reduce the traditional rush to seek an appointment when surgeries open. It aims to improve patients receiving the right care at the right time.
- Feedback from patients. Access to appointments has been the number one concern from patients. Through total triage we hope to more efficiently use appointments and reduce the number of times patients need to call the surgery trying to get an appointment.
How does this benefit you?
We understand that change can sometimes be difficult, but we are confident that Total Triage will bring many benefits to you, our patients – for example:
- Convenience: We recognise that telephone access into the practice is not sufficient, with patients queuing on the phone at 8am. We have listened to patient feedback and are making a change to improve access to appointments. Using digital communication will mean that you can engage with us without having to call the surgery or travel to the practice and experience possible long waits.
- Enhanced Patient Experience: We are committed to providing you with the best possible care at Duke Street Surgery. Total Triage enables a GP to review requests for GP appointments and ensure that you see the person best able to help you, in a timely way.
What is Total Triage?
When you need to see a doctor, log in to the NHS APP, visit our website or if you don’t have access to the internet call the surgery. We’ll ask you to fill out a brief online form or speak to a receptionist to help us understand your symptoms.
- One of our GPs will review each patient request to decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether this is best suited to be via telephone or a face-to-face appointment. Where necessary, we might ask you to answer a few additional online questions or call you to help our clinicians prioritise those patients who need more urgent care. As well as offering GP appointments, following GP assessment, some patients will also be directed to other clinicians in the practice such as our Nurse Practitioner, Pharmacist, Practice Nurse, or Mental Health Practitioner. By ensuring that patients reach the right person in a timely way, our clinicians will be available to answer your questions, provide clinical advice, much more efficiently than before.
- Face-to-face Appointments: We understand the importance of face-to-face appointments for many patients. Total Triage ensures that the practice makes the best use of these, with GPs and other clinicians. Often telephone consultations work well both for patients and clinicians, and we now have excellent facilities to view photographs sent from your mobile phone which are extremely helpful to support best care.
How can I access the system?
It can be accessed online through the NHS app, or through the practice website. Alternatively, you can still call the reception team, and they fill out the form on your behalf.
What if I have trouble using the new system?
We know change can be a bit overwhelming, but rest assured, we’re here to support you every step of the way. If you’re unsure about using the online system or need assistance, our team is available to guide you through the process. You can always contact us via phone for help.
Here are some frequently asked questions (FAQs) that might help you:
Q: Do I need to use the online system?
A: No, you can still contact us by phone if you prefer. However, the online system is quick and easy, is often faster than waiting on the phone but if you prefer to call the surgery and one of our reception team will fill out the form on your behalf. The reception team can refer to Pharmacy first if your condition falls under one of the 7 common conditions, they can provide advice and medication for.
Q: How will I know what type of consultation I need?
A: After completing your triage, we’ll contact you with the next steps. If you need a phone call, we’ll arrange that for you. If you need to come into the surgery, a member of the time will send you a booking link to your mobile phone that will allow you to book the most appropriate appointment, if you do not have a mobile number a member of the team will call you.
Q: What if my condition is medically urgent?
A: If you have an urgent medical concern, please make this clear when filling out the triage form or speaking with our reception team. We will prioritize your care accordingly. However, the surgery is not for emergencies you might be advised to attend A&E immediately.
Q: How will I be kept updated?
A: You will receive updates via, text, or phone call, depending on your preference. Once the GP has reviewed your form a member of the reception team will contact you by your preferred method.
Q: Can a receptionist book a GP appointment over the phone for me directly?
A: No, all requests must use the form. Whichever way you contact us – online, in person or over the phone, all requests will go through the same ‘single way in’ online Total Triage process.
Q. I need to book an appointment with the Practice Nurse or Health Care Assistant do I still need to complete the form.
A: No, to book in for your chronic disease reviews, blood tests, blood pressure, ECG, screenings procedures, immunisations, wound dressings, B12 injections etc please continue to book via the NHS App or call the surgery,
