Appointment System
GP Appointments
Our Appointment System has changed
We have made a significant change to our appointment system that will improve how we deliver healthcare services to you – we have moved to a Total Triage model.
Total Triage is a new approach recommended by NHS England, to improve accessibility to Primary Care services. The main objectives are to enhance the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way.
What is Total Triage?
Traditionally, patients would call the surgery or visit the practice in person to book an appointment. More recently, we have been offering telephone appointments too. However, the demand for appointments has increased hugely in recent years, and General Practice must address the issue of capacity, to maintain patient safety and satisfaction.
Total Triage introduces three essential components:
- Total Triage: One of our experienced 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 in person at the practice. Where necessary, we might ask you to answer a few additional online questions 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 one of our clinical pharmacy team or nurse 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, and offer prescription renewals 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.
How To Request An Appointment
To request an appointment please access the triage forms below:
https://systmonline.tpp-uk.com/2/OnlineConsultation?OrgId=L83045
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:
- Improved Access to Care: Total Triage has been shown to reduce waiting times and it enables us to attend to your medical needs more promptly. By using remote consultations, where appropriate, we can free up face to face appointments for those patients that need them.
- Convenience: Using digital communication will mean that you can engage with us from the comfort of your home or workplace. No more having to travel to the practice and possible long waits for simple enquiries or prescription renewals. If you haven’t already, please download the NHS App or make your requests online by filling in an online form.
- Enhanced Patient Experience: We are committed to providing you with the best possible care. Total Triage improves communication and ensures that you see the person best able to help you, in a timely way.
- Embracing Innovation: As healthcare technology advances, we are committed to staying at the forefront of these innovations. Total Triage will enable us to adapt and evolve with the changing healthcare landscape and ensure that you benefit from the latest advances in medical care.
What if I have trouble using the new system?
- We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time. We will, of course, provide additional support to those patients who are unable to use online resources.
- If you cannot use the internet for any reason, please call us – we will enter your details into our website for you. This may take longer than our previous system, so please be patient and only call if you cannot use our website. The same process will apply if you come into the surgery and ask at Reception.
How does this work for me?
After you send your appointment request on our website, if it is submitted before 12pm our doctors will review it on the same day and let you know the outcome as soon as they can. Requests submitted after 12pm will still be monitored by our team but if they are not medically urgent they will be responded to by the end of the next working day.
They may be able to help you without booking an appointment, or they may be able to help you on the phone. If you need to be seen face to face, they will let you know the time and who you will see, taking into account your preferences and availability.
What do I do if you have no GP appointments left?
If you are unable to book for a same day appointment or one of our alternative options and you feel your appointment cannot wait until the next day please call 111.
Thank you for working together with us on this new project to improve our patient access. We welcome your feedback and ideas moving forward.
Practice Nurse Team
Our practice nurse team operate a pre-bookable appointment system, and our receptionists are able to arrange appointments for you. Nurse-led disease management clinics operate for diabetes, respiratory problems, hypertension and heart disease. These clinics are supervised by the doctor who is available when necessary.
If you need help when we are closed
- Use NHS 111 online (111.nhs.uk) or call 111. 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
- Out of hours information
- If it’s a life-threatening emergency call 999.
Cancelling an appointment
Use our online form to notify us if you need to cancel your GP appointment so that we can allocate the time to another patient. Please give as much notice as possible when cancelling appointments online.
If your appointment is today, please telephone the surgery on 01626 832666 or 01626 852379.
Evening Appointments
Every week on Monday and Tuesday , Riverside Surgery opens its doors from 6pm to 8pm as part of our 'Enhanced Access' service.
Towerhouse surgery stays open Monday and Tuesday from 6pm to 8pm every 3rd week.
Weekend Appointments
In addition to our evening appointments, there will be weekend appointments available at Albany surgery. Patients can see a Health Care Assistant, Practice Nurse, or GP. This service is for pre-booked routine work and is not for acute, urgent or walk-in situations. For any urgent or acute problem, you should continue to contact 111 for help and advice.
Times for weekend appointments:
- Saturdays: between 8am and 6pm
- Sundays: between 8am and 1pm
Consent to share your medical records
The Clinician you see will require access to your medical history in your records. When you book your appointment, you will be asked to consent to the sharing of your medical records. When you give consent, the only person who will be able to see your records is the Clinician at your appointment. Your consent will be valid for just 28 days from your appointment date.
If you do not wish to share your medical records, then unfortunately the weekday and weekend appointment service will not be suitable for you.
Try the NHS App
You can now use the NHS App, a simple and secure way to access a range of NHS services and your GP account on your smartphone or tablet.
You can use the NHS App to check your symptoms and get instant advice, order repeat prescriptions, view your GP medical record, access your Covid vaccination status and more.
If you already use online access you can continue to use it. You can use the NHS App as well.
For more information go to www.nhs.uk/nhsapp