Important Update: New Appointment System Coming Soon

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From 6th October 2025, our practice will be introducing a new way of managing patient appointments called Total Triage.

This change follows new national NHS guidelines requiring all GP practices to offer online consultations during all opening hours. More importantly, this new system will help us improve access, prioritise urgent care quickly, and reduce call waiting times.

What Is Total Triage?

Under the Total Triage system:

  • All appointment and clinical requests will begin with a short online form, submitted through SystmConnect (our new triage platform).
  • Your request will be reviewed by a GP, who will decide the best next step—this might be a face-to-face appointment, a phone call, a prescription, or another form of support.
  • This ensures you receive the most appropriate care as quickly and efficiently as possible.

Why Are We Making This Change?

We know it can be frustrating waiting on the phone or for an appointment. Total Triage is designed to:

  • Reduce phone call queues
  • Prioritise patients with urgent needs
  • Avoid unnecessary appointments
  • Help our team work more efficiently

What If I Struggle With Technology?

Don’t worry—no one will be disadvantaged by the new system:

  • If you are unable to complete the online form, our Reception Team can help you do this in person or over the phone.

What’s Changing First?

We have already moved from eConsult to SystmConnect to process our online consultations. This will be the platform where you complete the online form to request care.

We will be sharing more guidance and support to help you understand how to use SystmConnect before the official launch of Total Triage in October.

Thank You

We appreciate your patience and support as we make these improvements. Our goal is to make it easier, faster, and safer for everyone to access the care they need.

If you have any questions, please don’t hesitate to speak to a member of our Reception Team, or visit our website for more information.

Patient 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 Clinician will review your request, then our team will contact you. Depending on your needs, a Clinician might call you, invite you for a face-to-face appointment, offer advice remotely, or refer you to the Pharmacy.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 2 working days.

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.