Patient Update: New Appointment System from 3rd November
Dear Brunton Park Health Centre patients,
We wish to share some very exciting news about a significant change to our appointment system that will improve the way our surgery delivers care to all of our patients.
From 3rd November 2025 we are moving to a Total Triage model.
URGENT NOTE – If you need a HOME VISIT, please telephone the surgery before 11.00 am if possible.
What is Total Triage?
Total Triage is a General Practice workflow where every patient contacting a practice first provides some information on the reasons for contact by using the NHS app or ‘Consult our doctors online’(eConsult) form.
All 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 same day face to face appointment for urgent matters, a routine face to face appointment or a telephone appointment. You could also receive a reply from the GP with self-care advice or be signposted to a more appropriate service.
We will have two types of appointments:
- Same day – for urgent appointments (a member of staff will contact you to book the appointment)
- Routine – for patients that need to see or speak to a healthcare professional soon, but not urgently (a member of staff will contact you to book the appointment)
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
How does it work?
All patients need to submit their request by using the NHS app or ‘Consult our doctors online’(eConsult) form.
Ideally, patients will submit their own request. However, we appreciate that this may not be possible for some patients. If you are unable to use or access the NHS app or online form, then please contact the surgery by telephone and we will complete the request for you, which will be added to the triage list to be reviewed by the GP.
Please note, to ensure privacy, patients will no longer be able to book GP appointments at the front desk.
After the GP has reviewed your request, you will either receive a call to be offered a same day, face to face appointment for urgent matters, a routine, face to face appointment or a telephone appointment. You could also receive a reply from the GP with self-care advice or be signposted to a more appropriate service.
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.
For example, if a patient has a cough, it would be much easier for the GP 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 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 more information.
The Total Triage service will be open Monday to Friday. During the weekend or bank holidays please continue to use the 111 service or call 999 for life threatening emergencies.
Please note, that at times, we may temporarily suspend the online triage form to help manage the demand. In these circumstances you will see the following:
- a message to advise that the Total Triage is temporarily unavailable and information on when the link will be active again and how to contact the practice another way
- a message prompting patients to use NHS 111 online, to find a local pharmacy or attend the Urgent Treatment Centre
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 attend 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 limited healthcare resources are allocated to patients who need them 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 8.00am
If you have any questions or concerns our team is here to guide and support you.
Thank you for supporting us with this new project.
Brunton Park Health Centre