Appointments

Appointment System

GP Appointments

All GP appointment requests are made via SystmConnect, total triage online platform. 

What does 'Triage' mean? 

Triage is the process of gathering information about your health concern before an appointment is offered.

This allows us to:

• Understand your needs

• Prioritise urgent problems

• Direct you to the right Clinician or service

• Provide safe and timely care

Why we use Total Triage 

Total Triage is recommended by NHS England as part of the Modern General Practice Model.

This approach helps us manage high levels of demand safely and ensures all patients receive the most appropriate care.

Its aims are to:

• Improve access to primary care

• Ensure you receive the right appointment or advice

• Make the best use of our multidisciplinary team

• Maintain patient safety

• Prioritise those with urgent needs

What is Total Triage? 

Historically, appointments were booked mainly by phone or in person. Demand for GP services has increased significantly, and Total Triage helps practices respond safely, fairly and efficiently.

Total Triage includes three essential components: 

1. Total Triage assessment

   When you submit a request, an experienced GP reviews your information to decide:

   • Which Clinician is best placed to help

   • How quickly you should be seen

   • Whether your appointment should be telephone or face-to-face

   Additional details may sometimes be requested to help prioritise clinical urgency.

   You may be offered a GP appointment or directed to another Clinician such as a clinical pharmacist, nurse practitioner, or another member of our healthcare team.

2. Appropriate appointment

   You will be offered the appointment type that best suits your clinical need:

   • Face-to-face appointment – when an in-person assessment is required

   • Telephone appointment – when your concern can be safely managed over the phone

   This approach ensures that in-person appointments are available for those who need them, while telephone consultations provide quick and effective care when suitable.

3. Signposting

   Signposting means directing you to the most appropriate service for your concern, which may include:

   • Community pharmacy

   • Physiotherapy / MSK services

   • Opticians

   • Mental health services

   • NHS 111

   • Local voluntary or social care organisations

   Signposting ensures timely, suitable care without unnecessary delays.

Accessing Total Triage 

Under the Total Triage system, patients can continue to contact us by telephone if they prefer.
Our Reception Team will complete the request with you in exactly the same way as if you had submitted it online.

The online option is simply an additional route, designed to be easier and more convenient for those who wish to use it. There is no requirement for patients to:

• Have a smartphone

• Check messages throughout the day

• Disclose personal information beyond what is clinically necessary

We are committed to ensuring the system is accessible to everyone.

 

How To Request An Appointment 

To request an appointment please access the triage forms below:

Why we moved to Total Triage 

The purpose of the Total Triage model is to reduce unnecessary demand on GP time by ensuring each request is directed to the right person.

While GP capacity is limited across the NHS, the aim of the Modern General Practice model is not to restrict access but to improve it.

This approach helps ensure that:

• Patients with urgent clinical needs are seen quickly

• Routine matters are managed appropriately

• Telephone queues are reduced

• Clinicians can focus on those who need their support most

The NHS has moved away from older booking systems because they were no longer able to cope safely or fairly with current levels of demand.
Total Triage provides:

• Better oversight of all requests

• More consistent decision-making

• A fairer distribution of appointments across the patient population

Supporting you through change

We understand that change can feel impersonal, and we are committed to supporting all patients as they adapt to the new system.
Our Care Coordination Team and Reception Team are always available to help you — whether by phone or in person.

What do I do if you have no available appointments on the Same Day?

If you are unable to book for a same day appointment or one of our alternative options and you feel your appointment cannot wait until the next day, please call NHS 111 or visit 111.nhs.uk.

Thank you for working with us to improve our patient access. We welcome your feedback and ideas moving forward.

Practice Nurse team

Our Practice Nurse team operate a pre-bookable appointment system, and our receptionists are able to arrange appointments for you. Nurse-led disease management clinics operate for diabetes, respiratory problems, hypertension and heart disease. These clinics are supervised by the Doctor who is available when necessary. 

If you need help when we are closed

• Use NHS 111 online (111.nhs.uk) or call 111. 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
• Out of hours information
• If it is a life-threatening emergency call 999.

Cancelling an appointment

Use our online form to notify us if you need to cancel your GP appointment so that we can allocate the time to another patient. Please give as much notice as possible when cancelling appointments online.

If your appointment is today, please telephone the surgery on 01626 832666 or 01626 852379.

Evening Appointments

Every week on Monday and Tuesday, Riverside Surgery opens its doors from 6pm to 8pm as part of our 'Enhanced Access' service.

Tower House surgery stays open Monday and Tuesday from 6pm to 8pm every 3rd week.

Weekend appointments

In addition to our evening appointments, there will be Enhanced Access weekend appointments available at Albany surgery. Patients can see a Health Care Assistant, Practice Nurse, or GP. This service is for pre-booked routine work and is not for acute, urgent or walk-in situations. For any urgent or acute problem, you should continue to contact 111 for help and advice.

Times for weekend appointments:

• Saturdays: between 8am and 6pm
• Sundays: between 8am and 1pm

Consent to share your medical records

The Clinician you see will require access to your medical history in your records. When you book your appointment, you will be asked to consent to the sharing of your medical records. When you give consent, the only person who will be able to see your records is the Clinician at your appointment. Your consent will be valid for just 28 days from your appointment date.

If you do not wish to share your medical records, then unfortunately the weekday and weekend appointment service will not be suitable for you.

Try the NHS App

You can now use the NHS App, a simple and secure way to access a range of NHS services and your GP account on your smartphone or tablet.

You can use the NHS App to check your symptoms and get instant advice, order repeat prescriptions, view your GP medical record, access your Covid vaccination status and more.

If you already use online access you can continue to use it. You can use the NHS App as well.

For more information go to www.nhs.uk/nhs-app