What is Total Triage?
Total triage is a where every patient contacting a practice first provides some information on the reasons for contact and is triaged by a GP before deciding on the next steps.
All routine patient requests will be triaged by one of our experienced GPs who will decide what the best course of action is. Where necessary, we might ask you to answer a few additional questions to help our doctor prioritise those patients who need more urgent care.
You could be given a face to face or telephone appointment; you could have a reply from the GP with self-care advice, or you could be signposted to a more appropriate service.
The main purpose of the Total Triage model is to:
- Enhance the quality of care our patients receive.
- Ensure they are given the most appropriate appointment or advice to meet their needs.
- Communicate with patients in a timely way.
- Move away from first come first served approach to one based on patient needs.
How does it work?
You can find the online form via the Ash Tree House website or via the NHS App. If you are unable to use or access the practice online form, then please contact the surgery in the usual way and we will complete the request for you.
The clinical team will consider your request for an appointment and tell you within one working day what will happen next. This may be a:
- A phone call
- Same day appointment
- A self-booking link to book an appointment in the near future
- Signpost to another service
- A message with medical advice
Please note that in order for the GP to triage your request in a timely manner it is very important to provide detailed and accurate information about your symptoms when you contact us in the first place. For example, if a patient has a cough, it would be much easier to triage the request with the following information: ‘I had a cough for 10 days. I have already used over the counter medicine, but it is not helping and in the last couple of days my cough has been worsening, and it feels chestier. I also have a high temperature.’
If the information given is less detailed, such as ‘I had a cough for 10 days’, it makes it harder for the GP to triage, and we will need to request further information which could delay treatment.
The Total Triage service will be open Monday to Friday from 8am till 6.30pm.
How does this benefit you?
We know that change can be difficult sometimes, but we are confident that Total Triage will bring many benefits to our patients – for example:
- Total Triage has been shown to reduce waiting times, and it enables us to tend to your medical needs more promptly.
- Using digital communication will mean that you can engage with us from the comfort of your home or workplace.
- Triage ensures that healthcare resources are allocated to patients who need them the most urgently.
- Total Triage will address the increasing demand for appointments and reduce the frustration of having to call and be in a long queue at 8am.
- Total Triage does not exclude those patients who do not have access to the internet
If you have any questions or concerns our team is here to guide and support, you can contact the practice.
What if I have trouble using the new system?
We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time. We will, of course, provide additional support to those patients who are unable to use online resources.
If you do not have on-line access, or experience other difficulties using digital technology, please speak to our reception team about how we can help you in your usual way.
Can I walk into the surgery to make an appointment?
If a patient walks in, they will be treated the same as anyone sending an online consult or ringing the practice. The receptionist will ask you for details to care navigate you to the right service and you will be added to the triaging GP list to be assessed.
It does NOT speed up your enquiry – we manage the requests based on a clinical need.
Primary care has never been an emergency service – if a patient needs immediate medical attention, you should ring 111 or go direct to A+E.
What are the advantages of using the online system?
- No waiting in a telephone queue at 8am
- More convenient for some people – for example, if you do not like using the phone, or find it difficult to call the surgery because of work or caring commitments.
- You can request sick notes and test results, and the clinician will advise if you need an appointment, saving you time.
- Greater Convenience: Submit your request anytime during opening hours —no waiting on hold or standing in line at reception.
- Faster Access to the Right Care: Urgent issues can be identified and actioned more quickly, while routine matters are managed efficiently.
Can I choose what time I come for an appointment?
For routine planned appointments, we will give as much flexibility as possible (subject to availability).
Where a GP considers a same day appointment is necessary, we will follow the same booking process that’s currently being used, we expect patients to be flexible, and you will likely be asked to attend at any time between 8am-6pm subject to what we can offer.
We do NOT have flexibility on these.
Tips for using the Total Triage system
- Be Detailed: More information helps us help you faster and more accurately.
- Check Your Contact Information: Make sure your phone number and email are up to date so we can reach you.
- Monitor Your Messages: We may ask for additional information or provide instructions via text, email, or phone.
- Make sure you turn on notifications on NHS app settings.
Accessing care when the surgery is closed
You can only send a request when we are open, if you need medical help when we are closed, please call 111 or for medical emergencies call 999
Online Consultation Service
Ash Tree House Surgery has improved how you can make requests for things such as;
Appointments
Sicknotes
Repeat Prescriptions
Admin Queries
by completing an online patient triage form ( below) you will be able to contact us to request an appointment, to request a fit (sick) note, to request a repeat prescription, or anything else admin related. Now, you can use our online form by answering a few questions.
This helps our doctors understand your needs better. You don’t need to download anything or create an account but you may find it beneficial to download the NHS App NHS App and your NHS account – NHS . The NHS App gives you a simple and secure way to access a range of NHS services. Download the NHS App on your smartphone or tablet via the Google play or App store.
You must be aged 13 or over to use the NHS App. You also need to be registered with a GP surgery in England or the Isle of Man. Find out more about who can use the NHS App.
Click the ‘Patient Triage Form’ button below to load the form.
This service is available from 8 am – 18:30 pm Monday – Friday.