Since Thursday 24th July 2025 we have been trialling a new GP appointment system, in anticipation of the GP
Contract changes which are scheduled to be introduced from 1st October 2025.
Patient and clinician feedback has so far been excellent, with 95% of patient contacts being rated as either very
good or good. In light of this, and considering the government changes from 1st October, we have decided to
fully implement the new system on Monday 1st September 2025. Details of how the system works are noted
below:
New Total Triage Model for appointments: Your easy online way to contact us.
Instead of telephoning the practice, all requests for GP appointments will require the completion of a simple
online triage form, accessed from a smartphone, PC, NHS App or our website, where you will describe your
symptoms/needs.
The form will then be assessed by a senior clinician.
We will reply and inform you of how we will manage your request – ranging from a Face to Face or telephone
appointment with a GP/clinician, or we may signpost to a more appropriate service, or give healthcare advice.
Many patient requests can be managed by return online/digital communication without the need for a
traditional face to face appointment with a GP.
As with any new system, there are likely to be challenges and adjustments. However, feedback locally and
nationally from many other GP Surgeries already using the Total Triage model has been universally very positive,
with patients receiving replies to their enquiries often within hours of submitting their form, avoiding the
inconvenience of waiting in a queue on the phone.
Streamlining service provision in this way is a more eAective use of finite NHS resource and aims to give
appointments to those in most need of one.
For patients unable to contact the practice online, our reception phone lines will remain open for guidance and
support in completing the form.
There are no changes to making Practice Nurse appointments.
Total Triage will be open Monday to Friday during core hours. For medical advice over the weekend and bank
holidays, please continue to use 111, or 999 for life threatening emergencies.
You can also keep up to date with new information on our Facebook page.
Many thanks for your continued support and understanding.
The Partners
Watling Street Surgery