Important Patient Update – From 1st October 2025

Posted on September 26th, 2025

We are moving to the NHS Modern General Practice model: Triage Model

We wish to share some very exciting news about a significant change to our appointment system that will improve the way our surgery delivers care to all our patients.

GP practices across UK are moving to a ‘Modern General Practice’ model to make access to care and treatment easier for patients and help improve patient satisfaction. This is a national NHS project, and all general practices must contractually adopt the system eventually.

From the 1st October 2025 we are going to trial a Total Triage model, with adaptations to suit our own patient needs.

We understand that changes in healthcare systems can sometimes be a worry, and we are committed to making this transition as smooth as possible for all our patients.

What is Total Triage?

Triage is a new system for requesting GP appointments. Instead of a “first-come, first-served” approach to booking appointments, all requests will be triaged (assessed) first.

This means that instead of calling at 8am for an appointment, all patients will now be asked to complete an online medical triage form or our reception team will complete the form on your behalf. The form will then be reviewed by a GP, who will decide the most appropriate next step for your care and ensure you are seen in the right place, at the right time, by the most appropriate professional.

Thus giving:

• Safer access to care.
• Fairer prioritisation based on medical need, not just who calls first.
• Faster resolution of problems – sometimes without needing an appointment.
• Better use of the whole practice team (GPs, nurses, pharmacists, physiotherapists, physician assistants, care co-ordinators).

How Does It Work?

1. Initial Contact

• Submit a request (clinical and administrative) using the online triage form on our website.
• If you cannot do this, call or visit reception – a receptionist will help you complete the same form.
• You may also be sent a link via email or SMS.
• You can watch a video about how to submit your form here: Patient Flash Demo: How to submit a medical request in Patient Triage – YouTube

2. Review

• All requests are reviewed promptly by our clinical triage team – GP and patient services team (usually the same day).
• The GP will decide the most appropriate next step:
  • Urgent same-day appointment (face-to-face or phone)
  • Routine appointment (within 14+ days)
  • Advice by text or call
  • Referral to another service

3. Response

• You will always receive a clear update on what will happen next, who will contact you, and when.

Availability

• Forms available: Monday – Friday, 8am–6.30pm (via website).
• Outside these times: call 111 or 999 in an emergency.

What questions will I be asked?

An example of the type of questions which will be asked can be seen below –

• The form only asks for a small amount of information; however, this will allow your request to be triaged effectively. Please provide as much information as required.
• You are asked around 6 simple questions, at least 3 of which are optional and do not require an answer, you can also send pictures; however please do not send pictures of any intimate area’s as these will be saved to your medical record.

Appointment Types

• Same day (urgent) → booked by reception after GP triage.
• Within 14 days → for non-urgent issues, booked by reception after GP triage.
• More than 14 days (routine) → planned reviews or follow-ups, booked by reception after GP triage.
• Telephone appointments → often quicker, especially for follow-ups, booked by reception after GP triage.
• Nursing & healthcare team appointments → continue as usual for things like blood tests, cervical screening, wound care.

Who Might You See?

Not every problem needs a GP. Our wider team includes:

• Clinical pharmacists & pharmacy technicians (medication & BP reviews)
• First contact physiotherapist (musculoskeletal issues)
• Care Co-ordinator
• Nurses & healthcare assistants
• Community pharmacy services (“Pharmacy First”)

This ensures you are seen by the right person, at the right time.

Key Points to Remember

1. From 1st October 2025, all requests must go through GP Triage.
2. Use our website wherever possible.
3. For those unable to use digital access: phone or walk in and staff will help.
4. Always provide clear and detailed information (e.g., “10-day cough, worsening, chesty, high temperature” not just “cough”).
5. For life-threatening emergencies – call 999.

Please click on the link to read more FAQs – HERE