FAQs about the New Total Triage System

Q1: What if I don’t have internet access or struggle with using online forms?
A: We understand that not everyone is comfortable with digital tools. If you need help, our Reception Team can assist you by filling out the online form on your behalf, either in person or over the phone. We want to make sure everyone can access care without barriers.

Q2: Will I still be able to speak directly to a GP or nurse?
A: Yes! After you submit your online consultation form, a GP or nurse will review your request and get back to you. Depending on your needs, they might call you, invite you for a face-to-face appointment, or offer advice remotely.

Q3: Does this mean I won’t be able to book appointments in advance anymore?
A: For most issues, the new system will help ensure you get the right care quickly. However, some routine or pre-booked appointments will still be available as usual. The Total Triage system is primarily for urgent or new problems needing assessment.

Q4: What happens if my health issue is urgent or an emergency?
A: If you have an emergency or life-threatening condition, please call 999 or go to your nearest Accident & Emergency department immediately. Total Triage is designed to identify urgent cases quickly, but emergencies should always be directed to emergency services.

Q5: Will my information be safe when I use the online form?
A: Yes. Our new triage platform, SystmConnect, is fully secure and complies with NHS data protection standards. Your personal and medical information is handled confidentially and only accessed by our clinical team.

Q6: Why is the practice changing from eConsult to SystmConnect?
A: We are switching to SystmConnect to provide a more reliable, user-friendly experience. This change also aligns us with other local practices and helps us manage patient requests more efficiently.

Q7: What if I prefer to speak to reception staff directly instead of using the online form?
A: Reception staff will still be available to assist with queries, support form completion, and help you navigate the new system. We will be encouraging all patients to complete the form themselves, where possible.  However, all clinical decisions about appointments and care will be made by the GPs after reviewing your submitted form.

Q8: How soon will I hear back after submitting an online consultation form?
A: Our clinical team aims to review and respond to requests as promptly as possible, usually within 24–48 hours during practice opening times.

Q9: Will this system reduce the number of face-to-face appointments?
A: No, the goal is to offer appropriate appointments (whether that is f2f or telephone) within an appropriate timeframe.

Q10: How can I get help or more information about the new system?
A: Please ask at Reception, visit our website, or call the practice. We’re happy to support you and provide more guidance as we transition to this new way of working.