Frequently Asked Questions – Triage Appointment System
When does the new system start?
Monday 30th September – please use the ‘Medical Queries’ form on our website if you need to book a GP appointment or require urgent medical attention from this date. The form will be accessible via both the ‘Reception and Enquiries’ and ‘Consulting Room’ boxes on the home page. There will also be forms available for admin requests, such as requesting sick notes, and a urinary symptoms form if you feel you have a UTI.
What if I don’t have internet access or cannot complete the form?
Not a problem, you can contact our reception team who will complete the form on your behalf. The form will be very simple and not much different to the questions we already ask when booking an appointment
Will I still have a designated GP that I can book appointments with?
Yes! We feel strongly that continuity of care with the same GP is very important. Your usual GP will continue to look after you and you will generally be offered routine GP appointments with them, though as a training practice you may also be booked to see our GP Registrar or medical student if appropriate. You may be seen by someone else for an urgent medical appointment the same day, or if your GP is on leave.
Do I need to register online to book an appointment?
No – the new online forms will be easily accessible and available to all on our website when the new system goes live on Monday 30th September. You will not need to use the NHS App or other online services.
Will I still be able to book GP appointments online via NHS App or Patient Access?
No, all requests for GP appointments will need to be completed on the new online form and triaged. You will still be able to book blood tests online, but only if a clinician has requested a test. If you feel you need a blood test, please complete the new online form.
Do I need to use the online form for nurse appointments?
No, please continue to contact us as normal to book appointments with our nursing team.
What if I don’t want to tell the receptionist what’s wrong, what about confidentiality?
Our team of medical receptionists play a vital role in how we look after you, which includes helping with and accessing your medical records in order to fulfil their role. They are bound by the same confidentiality agreements as the clinical teams. The form will ask very similar questions to those that our team already ask you when you call to book an appointment.
Why are you blocking access to medical help?
Quite the opposite! The benefit of a total triage system is that you will be seen by the right clinician, in the right timeframe and if you need to see a GP, you will be able to see them sooner than currently.
What if I need to see someone urgently?
You will still be offered an appointment with our emergency team that day.
Will the new system be Anima, I’ve heard it’s complicated?
No – we will be creating our own online form which will be simple open questions and easy to use.
What happens if your illness doesn’t fit into one of the question boxes?
The answer boxes on the form will allow you to write whatever you need to describe your symptoms and illness.
Are you going to assess whether the new system works?
Yes, we will continually monitor and evaluate the impact on wait times, patient feedback, and capacity for urgent and routine appointments Vs demand. We can then tweak and make changes as necessary to improve.
Can I use the online form to book my covid and flu vaccines etc?
No – please wait to be invited to book these as normal.
Will the forms be available all the time?
The medical queries form will be open 8am – 4pm weekdays. We may need to close it earlier on occasion if demand is too high and it would be unsafe to continue accepting forms. When the form is closed, you can still call us during our opening hours, 8am – 6:30pm if you have a more urgent problem and need to be seen that day. If your problem or query is routine, please wait and use the form when it re-opens.
How will you get back to me?
This will vary depending on the outcome of your query and what contact details we hold for you.
We may receive a response by:
- Phone call
- Text message with a booking link to the relevant appointment
If your mobile does not allow you to use the booking link, you can call us and we will book the appointment for you.