Dear Patients,
We have now switched to a new system called Total Triage (Modern General Practice). The system is designed to make your life easier and help you get the care you need more quickly.
To submit your medical or administrative request, use the address: https://accurx.nhs.uk/patient-initiated/f85025.
The government and the Department of Health support total triage. Surgeries across the country are steadily moving to this new system, and all surgeries are expected to implement it by 2025.
The system aims to streamline the appointment process and ensure you get the right advice, appointment, and treatment from the right person at the right time.
Here’s how it works:
- Care Navigation: Instead of calling us, you will be asked to visit our website and fill out a short questionnaire about what you need. If you can’t use the web, you can still call, and our receptionists will ask you the same questions or guide you through the online process. This helps us determine the best way to help you and point you in the right direction.
- Total Triage: If you have a medical issue, our medical team will review your request. They will decide who on our team is best equipped to help you, when you should have an appointment, and whether it should be face-to-face or by telephone. If it is urgent, we might ask you a few more questions online, via text message, or by calling you, to make sure we prioritise your care. Sometimes, your request may be dealt with by referring you to another healthcare professional in the surgery, or in the local NHS such as your local Pharmacy.
- Face-to-face Appointments: We know that some things are better dealt with in person. Total Triage helps us make the most of our in-person appointments to see the right patients at the right time. By triaging requests, we can also book patients more often with their preferred GP, improving the continuity of care you receive.
Total Triage is designed to reduce waiting times so you can get the care you need faster. It is also convenient – you can contact us from the comfort of your own home or office without having to travel to the Surgery for simple enquiries. Plus, it improves communication, ensuring you see the right person to help you quickly.
Navigating this change may be challenging, but we are here to help. If you’re having trouble with the online system, we will provide you with extra support. Our team is ready to guide you through these changes. And if you want to be more involved, why not join our Patient Participation Group?
To ensure you are ready to use the new appointment system, download the NHS App to your smartphone (check out the app store download links here). If you do not have a smartphone, you can access the NHS App Online via your computer’s internet browser (more details here: www.nhs.uk/nhs-app/account. If you need help creating an NHS login, the NHS website has you covered www.help.login.nhs.uk/setupnhslogin
If you have any other questions, we’re holding two walk-in days on 8th August and 5th September 2024 (9:00 am – 6:30 pm), where you can ask us anything about the new system. You can also ask questions via the dedicated webpage: www.whitelodgemedicalpractice.nhs.uk/navigator/ask-a-question-about-the-total-triage/
Please look at our short video online explaining the change: How Total Triage works with Accurx – YouTube