Patient Triage

Frequently asked questions about Total Triage

How can I contact my GP?

The quickest way to contact your surgery with medical or administrative queries is by submitting an online request through your surgery’s website or through the NHS App.

Q: What if I don’t have a smartphone or can’t use the internet:

A: You can still telephone your surgery or visit in person. The receptionist will ask you questions about your request to fill out the online form on your behalf.

The surgery team will then assess your request and will be back in touch with next steps.

All requests will be assessed as soon as possible and in the same way, regardless of how you contacted the surgery.

Q: Why has this changed:

A: Traditional ways to contact your GP often meant that appointments were being allocated on a first come, first served basis, with long phone queues to get in touch with your surgery. This meant that vulnerable patients, or those who needed care sooner were missing out.

You can avoid the queues by submitting a request online, making it easier to reach out to your surgery.

By registering all requests through an online form, your surgery is able to prioritise and action requests quickly and fairly, ensuring that you get the right level of care at the right place and the right time.

Q: What happens once I have submitted my request:

A: Your surgery will use the information you provided to ensure that you’re given the most appropriate care. They may send you a text message containing a link to provide more information if needed.

If an appointment is required, they may send you an appointment booking link via text message, or arrange this over the phone.

If there is a faster or more appropriate route to care, you may be offered this, such as being asked to go to your local pharmacy, or being referred to another service.

Q: What is Accurx?

A: Accurx is an NHS-approved software supplier. Your surgery uses Accurx to manage patient requests, request additional information from you and send you messages about your care.

For more information on Accurx, please visit their website