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Introducing Total Triage – a new way to access your appointments
As you know, Fernville Surgery took over the management of Parkwood Surgery on 1 October, and we are now beginning to introduce some changes that we hope will make it easier and fairer for everyone to access the care they need.
From Monday 5 October, we will be introducing ‘Total Triage’ for all appointment requests. This means that if you need an urgent or routine appointment, you will first be asked to complete a short online form. This is then reviewed by our duty doctor, who will make sure you are directed to the right person and receive the most appropriate care.
We know this may feel different
We appreciate that this is a change from what you are used to, and it may feel a little odd at first. Please be assured that this is a proven system which works very well, and patients generally become comfortable with it very quickly.
One of the main reasons we are introducing it is to avoid patients having to rush down to the surgery first thing in the morning or spend a long time waiting on the telephone simply to request an appointment.
We are here to help
We also recognise that not everyone has access to a computer, smartphone or the internet, and some people may simply prefer to have help completing the form.
If you need assistance, our reception team will be very happy to help you complete the form. Nobody will be disadvantaged because they cannot access the online system.
Frequently asked questions
What is Total Triage?
Now, when you wish to make an appointment, you’ll be asked to fill in a short online form. Our duty doctor will review the information you give and make sure your request goes to the best person to help you.
You may receive advice by phone or text, be sent a booking link to see a doctor, nurse, or another healthcare professional, or be directed to a different service if that’s faster for your needs.
This system helps us offer appointments based on medical need, making it fairer and ensuring everyone gets the right care at the right time.
If you need a nursing appointment, please continue to call us on 01442 250117 or visit reception in person – you don’t need to complete the online form for these.
Why are we doing this?
Recommended by NHS England to improve access to patients, this change will bring Parkwood in line with other practices in the area. Traditional methods of contacting your GP often meant that appointments were being allocated on a first come, first served basis, with long phone queues to get in touch with us. This meant that vulnerable patients, or those who needed care sooner were missing out.
By using an online form for all requests, we can quickly and fairly prioritise and action them, ensuring that you get the right care at the right place and at the right time.
Not all clinical matters require a GP; if appropriate some queries can be directed to other healthcare professionals, allowing GPs to focus on patients who truly need their expertise most.
This system also provides us with valuable data to better understand patient demand, enabling us to plan our services and and staffing more effectively.
How will I contact my GP?
The quickest way to contact us with medical queries is by submitting an online form through our website or through the NHS App.
For step-by-step instuctions on how to submit a request this way, click on the button below.
Requests can be made from 8am until 6:30pm Monday to Friday.
The duty doctor will review your request. If it is clinically urgent, we will contact you on the same day. If it is not urgent, we will respond within 24 working hours.
For routine care requests (administration queries), such as sick notes or repeat prescription queries, we aim to respond within 3 working days.
Whats happens when I've submitted my request?
We will use the information you provide to ensure that you’re given the most appropriate care. We may send you a text message containing a link to provide more information if needed.
If an appointment is required, we may send you an appointment booking link via text message, or arrange this over the phone.
If there is a faster or more appropriate route to care, you may be offered this, such as being asked to go to your local pharmacy, or being referred to another service.
Why are receptionists acting as gatekeepers?
Through our Total Triage system, all medical appointment requests are directed to the duty doctor, who ensures you receive care from the right person at the right time.
Our receptionists do not make any clinical decisions; they operate under the doctor’s guidance, despite any misconceptions you may hear on social media.
We kindly ask for your patience and understanding when interacting with our team.
