Total Triage – Frequently Asked Questions
1. What is Total Triage?
Total Triage is a new way of managing appointment requests.
Instead of booking on a first-come, first-served basis, every request is reviewed by a clinician or trained member of the team to ensure patients are directed to the most appropriate care in a timely and safe way.
2. Why is the practice changing to this system?
The traditional system often led to long waits at 8am and appointments filling quickly.
Total Triage allows us to:
- Prioritise patients based on clinical need
- Direct you to the right professional (GP, nurse, pharmacist, etc.)
- Improve fairness and safety
- Reduce the 8am rush
3. How do I request an appointment?
You can submit a request:
- Via the NHS App
- Through our practice website
- By calling the practice (a receptionist can complete the form for you)
- In person at reception
All requests go through the same triage process.
4. Do I still need to call at 8am?
No. There is no need to call at 8am to “get in the queue.”
Your request will be reviewed and prioritised based on clinical need, not the time you contact us.
5. What happens after I submit my request?
Our team will review your information and:
- Arrange a GP or nurse appointment
- Offer a telephone or face-to-face appointment
- Signpost you to another appropriate service
- Provide advice where suitable
You will be contacted with the outcome.
6. Is this system safe?
Yes. Total Triage is widely used across NHS practices and ensures that patients with urgent or complex needs are identified and prioritised appropriately.
7. What if I do not have internet access?
If you cannot access the online form, please telephone the practice and a receptionist will complete it on your behalf.
8. Can I still request a specific GP?
Yes. You can indicate your preference.
However, depending on availability and urgency, you may be offered an appointment with another suitable clinician.
9. What if my problem is urgent?
If your condition is urgent but not life-threatening, please submit a request as early as possible.
For life-threatening emergencies, always call 999.
10. Is my information confidential?
Yes. All information submitted is treated confidentially in line with NHS data protection standards.
11. What if I have trouble using the new system?
We are committed to supporting patients and their families or carers as they get used to this new way of contacting the practice. We understand that change can take time, and we are here to help you feel comfortable using the system.
If you have any questions or concerns, our team will be happy to guide and support you.
We will provide additional support to patients who may be struggling to use the online system. If you do not have internet access or experience difficulties using digital technology, please speak to a member of our team and we will help you submit your request.
12. What time is Triage Available?
Triage requests can be submitted during our standard opening hours, Monday to Friday, 8:00am to 6:30pm.
If you require urgent medical advice outside of these hours, please contact NHS 111. In a life-threatening emergency, call 999.