Total Triage System Announcement

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Dear Patient,

On Monday 1st September we will be introducing a GP led Total Triage system.

Due to increased demand for our services, we have changed our way of working to ensure our patients get the care that’s right for them. We are working hard to improve the way that you access services at our GP practice. We want our patients to have quick and easy access to their healthcare. Getting an appointment can often mean a long wait on the phone at 8.30am. This isn’t fair for patients or our staff. We want all our patients to have the same access to our services. We also want to prioritise requests by urgency.

You no longer need to ring up at 8.30am. You can complete the online form or ring at any time during opening hours, and you will be asked for some information so that a clinician can decide the next best step for you. Go to our website www.redhousemedicalcentre.nhs.uk and click the eConsult banner, or via the NHS APP through ask your GP for advice. This will allow you tell us about your problem or question. The form is open already, and you can start using it as necessary.

All requests for GP appointments and queries (routine and urgent) will be reviewed by our triage doctor, on the same day, and an appointment will be offered as clinically appropriate. We want to make sure patients are getting the advice and access they need in a timely manner, in line with their clinical needs.

Whilst this system will be easily accessible for most patients; for those that don’t have access to the internet please call our reception team who will be able to assist you by completing the online request form for you. We would prefer for patient confidentiality that you called the surgery rather than the front reception. Please note that when you call us, you will be required to complete the same form as you would online.

Once the GP has triaged your request, the outcome may be:

  • An urgent appointment that day with the appropriate clinician
  • An urgent GP appointment
  • A routine GP appointment
  • Referral for relevant tests
  • A nurse appointment
  • A reply via your chosen contact method for queries that do not need an appointment
  • Passed on to our clinical pharmacist team for relevant medication queries
  • Passed on to our admin team, such as medial secretaries, for relevant queries
  • A referral to our social prescriber
  • Signposted to other providers, such as community pharmacy, physiotherapy, minor injuries, or 111.

We currently have no change to our nursing team appointments but would like patients to remember that booking into the incorrect slot will result in the appointment being cancelled. Please only book a blood test if requested by the GP/ Nurse.

Any patients experiencing life-threatening symptoms should call 999, at all other times you could use 111 online or call freephone 111.

To allow this change to take place, we will be reducing our appointment books and routine appointments will not be available to book beyond Friday 29th August 2025.

All urgent and acute appointments will be seen and dealt with as appropriate.

We are receiving support with this change and follow guidance from neighbouring practices who have used this system for some time. Their feedback is very positive, for both patients and staff.

So from the 1st September please follow the following guidance:

How to request help:

Use eConsult via our website: www.redhousemedicalcentre.nhs.uk, the NHS app or telephone us.

 Thank you for support and understanding as we make this transition – we hope this will improve care and continuity, enabling those who need to see a GP, to do so promptly.

Many Thanks


Redhouse Medical Centre