Total Triage System with Accurx
This new approach is designed to improve your overall experience by:
- Reducing phone wait times
- Providing clearer communication
- Offering more certainty about when and how your medical concerns will be addressed
Thank you for your support as we make this improvement.
Non-urgent advice: Online Only
An experienced GP will review this, and, in some cases, they may ask for more information. They will then either offer you an appointment within an appropriate timeframe or signpost information.
We understand that a small number of people will not be able to complete these forms. If this is the case, one of our reception team can complete the form for you. Phoning the practice or attending the reception in person will not give you priority for an appointment, so please use the online form if you can.
We understand that a small number of people will not be able to complete these forms. If this is the case, one of our reception team can complete the form for you. Phoning the practice or attending the reception in person will not give you priority for an appointment, so please use the online form if you can.
Why is the appointment system changing?
Our aims are as follows:
• The system must be safe for patients.
• The system should be fair and equitable. This means those who have the greatest need are prioritised.
• We do not want our patients to experience long telephone waits and uncertainty for appointments, as well as long queues at reception.
• Patients should be able to have their needs met by the most appropriately skilled professional.
The 2023/24 GP Contract states “Patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice.” We have a finite number of appointments that can be safely delivered by a finite number of doctors each day. The number of requests for appointments is higher than that actual number we have available. This is the case for GP Practices across the country. The only way to ensure that the people with the greatest need are given these appointments, is for a GP to screen (or triage) each request.
This link gives information about some of the reasons for the increasing pressure on General Practice: https://www.bma.org.uk/advice-and-support/nhs-delivery-and[1]workforce/pressures/pressures-in-general-practice-data-analysis
• The system must be safe for patients.
• The system should be fair and equitable. This means those who have the greatest need are prioritised.
• We do not want our patients to experience long telephone waits and uncertainty for appointments, as well as long queues at reception.
• Patients should be able to have their needs met by the most appropriately skilled professional.
The 2023/24 GP Contract states “Patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice.” We have a finite number of appointments that can be safely delivered by a finite number of doctors each day. The number of requests for appointments is higher than that actual number we have available. This is the case for GP Practices across the country. The only way to ensure that the people with the greatest need are given these appointments, is for a GP to screen (or triage) each request.
This link gives information about some of the reasons for the increasing pressure on General Practice: https://www.bma.org.uk/advice-and-support/nhs-delivery-and[1]workforce/pressures/pressures-in-general-practice-data-analysis
Can someone fill in the triage form on behalf of the patient?
Yes, the form can be completed by someone else, such as a family member or carer. We will respond to the patient only, unless they have given us explicit consent to contact someone else.
What does signposting mean?
Signposting is when we give you information about how to access other support instead of an appointment with us. Many services offer a self-referral system so you can access them directly. Examples are the Minor Injury unit, emergency department, drug & alcohol service, sexual health clinic, local support groups and charities, social care, community pharmacy, the Acute Urgent Eye Service, etc. This also includes links to online resources to support self-care when appropriate.
If I am offered an appointment, will it always be with a GP?
We will book you with the most suitable professional. Often this is a doctor, but sometimes it may be more appropriate to consult someone else in our team, e.g. a practice nurse, healthcare assistant, First Contact Physiotherapist, Social prescribing link worker, Clinical Pharmacist, or pharmacy technician. We will always make it clear who your appointment is with. Sometimes we may suggest arranging a test, e.g. blood test, first.
What if I do not agree with the triage decision?
The decision is made by an experienced GP. Our priority must always be patient safety, ensuring those with the greatest need get an appointment the soonest. This inevitably means less convenience for some patients some of the time. Please include any essential information on the triage form. Please use the system honestly and fairly, and if your condition worsens, let us know so we can advise on the next step
Does this affect hospital appointments?
No, this change is for Orchard House Surgery. We do not have any control over the waiting times for hospital appointments.
Can I choose which GP I see?
We agree that it is preferable to see the same doctor, particularly when following up a condition you have already consulted them about. Where possible, we will try to accommodate this. Sometimes this will mean waiting longer, but we will not suggest a longer wait unless it is safe. If that doctor is not available within a clinically suitable time, the triaging GP will advise that you consult any doctor in our team, who will have full access to your medical records.
Urgent Mental Health
Urgent mental health support can be accessed by calling 111 Option 2 (this is for new and existing mental health problems). Patients already under the care of a mental health team should call them in the first instance. The practice can offer urgent mental health support if that is your preference or if you have not been able to access the help you need using the methods outlined above.
Cancelling or changing an appointment
Please let us know as soon as possible if you are unable to make your appointment by telephoning us on 01638 666887.
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
If you need help with your appointment
Please tell us:
if you need an interpreter
if you have any other access or communication needs
if you need an interpreter
if you have any other access or communication needs
Home Visits
Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible.
In this respect, if you do need a home visit, please complete the online form.
You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.
Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.
You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.
In this respect, if you do need a home visit, please complete the online form.
You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.
Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.
You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.
Further Information
Please visit You and Your GP