14th July 2025 – go live date
We are writing to share some exciting news about a change to the way you access the practice. We hope this will improve how the practice delivers healthcare services to you. We will be starting a total triage system on 14 July 2025.
We understand that change can sometimes be difficult but we are confident that our new approach will bring many benefits to you, our patients.
The main benefits are to total triage are:
- Improve access to the practice
- Enhance the quality of care our patients receive
- Ensure patients are given the most appropriate appointment or advice to meet their needs, in a timely way
Traditionally, patients would directly book appointments for face to face or telephone consultations at the practice. We know patients have been struggling with this.
Moving to a total triage system is a major change which we are now in a position to implement.
What will it look like? How does Triage work?
Please see the link to the image of the triage process at the bottom of this page.
If you need this information in a different format, please contact reception.
Our new approach includes three essential components:
Submitting a request: We request patients or representative complete an online questionnaire via our website or the NHS app. If you cannot do this for yourself, our reception team can support you.
This process allows us to assess your needs and ensure that you are directed to the most suitable person to care for you. This approach has been shown to use skills and resources across the whole practice team more appropriately.
Some patients will be directed to a suitable local service such as pharmacies, podiatry amongst others, but most patients will have their questionnaire reviewed by a clinician (for example a GP or Advanced Clinical Practitioner).
Triaging your request: Our triage team will review each patient request. The clinical team will decide what the most appropriate care for you is. This includes deciding on the type of appointment (if needed), who the best healthcare professional is for your problem, and when this will be.
Our clinicians prioritise those patients who need more urgent care. Patients will be given appointments with the most appropriate member of our clinical team. This includes team members such as Healthcare Assistants, Nurses, MSK (musculoskeletal conditions) Practitioner, Women’s Health Practitioner, Advanced Clinical Practitioners and GP’s amongst others.
Outcome of your request: Triage requests are reviewed by clinical priority. We aim to respond to all requests within 3 working days, dealing with the most clinically unwell as a priority.
We understand the importance of face to face appointments for many patients. Our new approach allows the practice to make the best use of all available options to deal with a request. This could include face to face appointments, telephone appointments, text/email contacts, prescription or a referral to other services.
What about Nurse/Healthcare Assistant appointments?
The current way you book your nurse appointment will NOT change. Please book online where available, use the NHS app or telephone the surgery.
What about home visit requests?
This change will not affect the home visit request process. Requests should be made by telephone before 10am (where possible), to allow for clinical assessment and for a visit to be arranged if appropriate.
What if I have trouble using the new system?
Our team is here to guide and support all patients and their representative every step of the way. This includes those unable to use online systems. You will still be able to telephone the practice to speak to a call handler to discuss your needs and assist you in submitting a triage request questionnaire.
Should you have any questions or concerns, please do not hesitate to contact us.
Thank you for working together with us on this new project to improve our patient access and for your continued support. We welcome your feedback and ideas moving forward.
Kind regards
Dr Stephanie Siddle (GP) & Laura Thorp (Practice Manager)
Eden Medical Group
