We’re moving to a new appointment booking system: Total Triage

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From 1 October 2025, our surgery will be changing the way you contact us and book appointments. This is part of a national NHS project called Modern General Practice.

We will be using a new system called Total Triage to help us provide faster, better care for everyone.

What is Total Triage?

Total Triage means that every request to see a doctor will be reviewed first.

You will need to give some details about why you are contacting us. Then, one of our doctors will look at your request and decide the best next step.

This may be:

  • A face-to-face or telephone appointment
  • A message from the GP with advice A suggestion to use another service (like a pharmacy or NHS 111)

What kind of appointments will be offered?

  • Same Day – for urgent medical problems. We will call you to book the appointment
  • Within 10 Days – for less urgent issues. You will be sent a link to book the appointment online.

How will I contact the surgery?

The quickest and easiest way to request help is by using the form that will be on our website.

If you can’t use an online form, please call the surgery as normal. A member of the team will help you fill in the form from the practice side.

What should I write in my request?

It’s very important to give clear, detailed information about why you are requesting to see a doctor.

For example:

“I’ve had a cough for 10 days. I tried medicine from the pharmacy, but it hasn’t helped. It’s getting worse and I now have a temperature.”

This helps the GP understand your problem quickly and decide what to do next.

When will the service be available?

From 1 October 2025 the Total Triage system will be open Monday to Friday 8 am to 6.30pm.

For help during evenings, weekends or bank holidays continue to get help:

  • by visiting: 111.nhs.uk
  • calling 111
  • Or by calling 999 in an emergency

Sometimes we may need to temporarily close the form if demand is very high. If this happens, the website will show a message with advice and other ways to get help.

Why are we making this change?

We know change can feel difficult, but Total Triage will bring many benefits:

  • Shorter waiting times
  • Easier ways to contact us (no more long phone queues at 8am!)
  • Faster help for those who need it most
  • A better experience for all patients

Need help or have questions?

If you’re not sure how to use the new system, or have any concerns, please speak to our team. We’re here to support you.

Thank you for working with us to improve your care. The new triage system will be new to us all, we appreciate your kindness and patience while we work to make this business as usual.

Best wishes

The Greendale Primary Care Centre Team