After much research and considerable discussion, the GPs have decided to implement a new system which has been in use in the majority of practices across MK and around the country.
The system, known as Total Triage, will help manage the huge demand on the practice for GP appointments.
As you are aware, at the moment our care navigators ask for some basic information in order to help with appointments and direct people to the most relevant clinician.
With effect from 29th June 2026, all patients will be asked to complete an online form which will be triaged by a clinician. This will allow all patients to receive the same access opportunities.
Any patient who is unable to complete an online form will be assisted by a member of the team, who will go through the questions either face to face or over the telephone. However, as you will appreciate, this will be time-consuming for staff and will delay your information being viewed by the clinician.
We will have iPads in the surgery waiting area for people who do not have access to the internet.
We appreciate that this change will take some getting used to for both patients and staff, but feel that the capacity is outweighed by demand and that this will hopefully assist our patients in accessing appointments in a fair and clinically safe way.
Due to the huge demand on the practice, the decision has been made to implement a Total Triage system.
All patients will be asked to complete an online form which will be triaged by a clinician.
Patients may be asked for more information, such as a photograph of an area, especially for skin issues.
The clinician will then decide:
- Organise an appointment with a member of the team, which could be:
- GP
- Paramedic
- Specialist Nurse
- Practice Nurse
- Pharmacist
- Advise the patient to visit their local pharmacy
- Advise attendance at an Urgent Care Centre / A&E
- Organise for a paramedic to visit the patient at home (if they are housebound)
- Advise the patient, or organise a 999 call
These appointments will not necessarily be on the same day and will be prioritised as:
- Same day
- Within 72 hours
- Next week
Patients may also be referred to other services such as:
- Mental Health Nurse
- District Nurse
- Social Prescriber
- Physio Team
Those requiring assistance can still visit or phone the surgery, where they can complete the form on an iPad, or a member of staff will ask the same questions and complete the form on their behalf. However, this may create a delay in the form being triaged.