Improving Access to Care

We know how important it is for our patients to access the care they need, when they need it. Many of you have told us that getting this care can be challenging, particularly when phone lines are busy or appointments are quickly filled.

To help address these issues, we’re introducing a new approach called Triage — a system that is already being successfully used in many GP practices across the country. The NHS is encouraging all practices to adopt this system.

What is Triage System?

Triage System 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 eConsult – our existing online consultation tool and the most efficient way to contact the surgery.
• By Telephone – If you are unable to access eConsult, our team will collect the necessary information.
• 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:

• A face-to-face or telephone appointment with a GP
• A consultation with another member of our clinical team — such as a physiotherapist, pharmacist,
• A direct referral to community services such as Pharmacy First in a local Community Pharmacy or the Minor Eye Conditions Service in a Community Optician.
• A prescription, medical certificate or advice without needing an appointment.

A Familiar Format: eConsult

We will continue to use eConsult — our existing online consultation tool — as a key part of the Triage process.

Please note, there are no changes to booking appointments with our Practice Nurses or Health Care Assistant  (Blood Tests), wound care, vaccinations, chronic disease reviews (diabetes, asthma, COPD etc). You can call for these appointments

Many of our patients already use eConsult to request help, advice, or administrative support (such as fit notes or repeat prescriptions). If you’ve used eConsult before, Triage  System will feel very familiar.

If you haven’t used eConsult yet — don’t worry. We’re here to help and will continue to support all patients, regardless of how you prefer to get in touch.

Learn how to use eConsult here (patient should be able to access form here)

Equal Access for All Patients

We understand that not everyone has access to a smartphone or computer. That’s why Triage system is designed to be inclusive and accessible for everyone — not just digital users.

If you don’t use digital tools, you can still:

• Call the practice and speak to a team member who will complete the information with you
• Visit us in person and speak to reception

Every request – regardless of the way you contact us – will be treated equally, so no one is left out or disadvantaged.

Why Are We Making This Change?

The current system doesn’t always work well for patients or for our team. You’ve told us:

• 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

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 Triage system

• 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

While the practice has introduced this triage system, we would like to confirm that the duty doctor system continues to operate as usual

Accessing care when the surgery is closed

This won’t change. Depending on your problem please continue to speak to your pharmacist, use NHS 111, an Urgent Care Centre or A&E as before when the surgery is closed.

Published: Jan 19, 2026