Available for urgent conditions that require assessment the same day or can not wait until the next available routine appointment. You may not be able to see the clinician of your choice.  Urgent appointments are only released on the day and can not be pre-booked, we may not be able to be flexible with the appointment times. 

To request an urgent appointment for today or tomorrow (Monday to Friday):

• use our Accurx form Monday to Friday from 8am to 6.30pm. We will respond within 4 hours during opening times
• use the NHS App Monday to Friday from 8am to 6.30pm. We will respond within 4 hours during opening times
• phone us on 01257 442524, Monday to Friday from 8am to 6.30pm
• visit the surgery and speak with a receptionist, Monday to Friday from 8am to 6.30pm

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

For those whose condition is not urgent and can wait until the next routine appointment is available. Routine appointments are usually available to book in advance and you may ask to see the clinician of your choice (subject to availability). 

To request a routine appointment in the next 7 days:

• use our Accurx form Monday to Friday from 8am to 6.30pm. We will respond within 4 hours during opening times
• use the NHS App Monday to Friday from 8am to 6.30pm. We will respond within 4 hours during opening times
• use your Patient Access account
• phone us on 01257 442524, Monday to Friday from 8am to 6.30pm
• visit the surgery and speak with a receptionist, Monday to Friday from 8am to 6.30pm

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

However you choose to contact us, we may offer you a consultation:

• by phone
• face to face at the surgery
• on a video call
• by text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

How you can help us:

• Be on time for your appointment
• Tell us if you need to cancel. You can cancel any appointment using your online account, via the NHS app, through a text reminder message or contact reception

If your appointment is for an annual review with the Practice Nurse please arrange this appointment in good time as these are non-urgent appointments and can be booked well in advance to avoid delay.

Please cancel your appointment in good time to allow us to use it for another patient. even if it is short notice, it is better to cancel your appointment rather than failing to attend.

To cancel your appointment:

• use your NHS account (through the NHS website or NHS App)
• using the GP online system – Patient Access
• phone us on 01257 442524, Monday to Friday from 8am to 6.30pm
• reply CANCEL to your appointment reminder text message

If you have a mobile telephone we can text you an appointment reminder to ensure you do not forget your appointment. Please ensure we have your up to date mobile telephone number.

The practice monitors repeated failures to attend appointments, action will be taken if patients repeatedly fail to attend appointments.

If you need medical help now, use NHS 111 online or Call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Please tell us:

• if there’s a specific doctor, nurse or other health professional you would prefer to respond
• if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
• if you need an interpreter
• if you have any other access or communication needs

If possible please try to contact the practice before 10.30am if you require a home visit.

House visits are only available for patients who are housebound because of illness or disability. We do not provide home visits due to transport issues.

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre. So if you can attend the surgery this would be better.

Total Triage is an approach recommended by NHS England, to improve accessibility to Primary Care services. The main objectives are to enhance the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way.  

How Does Total Triage Work? 

The majority of urgent and routine appointment requests for a GP or Advanced Nurse Practitioner, will be made using an online form, which is available on our website and the NHS app. 

On receipt, your appointment request will be assessed by the triage team, the same day. The team will determine the appropriate service, person, and timescale in which you need to be seen and whether you need a telephone or face-to-face appointment. The triage team includes an experienced Care Navigator and a GP.

The outcome of the triage will be communicated to you by text message or telephone.  If your cases is assessed as being urgent by the GP you will be contacted the same day. If your case is assessed as being routine by the GP, you will be contacted by the end of the next working day.  If appropriate, you will receive a booking link to book your own appointment, this will avoid you needing to ring the surgery. The triaging GP may be able to deal with your problem the same day, rather than you waiting for an appointment.

As well as offering GP appointments, some patients will also be directed to other clinicians in the practice such as our mental health practitioner, clinical pharmacist, social care prescriber, physiotherapist or practice nurse. You may also be directed to your community pharmacy or NHS 111, if appropriate. By ensuring that patients reach the right person in a timely way, you will receive appropriate care and our doctors will have increased capacity for those patients who clinically require a GP assessment.

How Does Total Triage Benefit Patients?  

We understand that change can sometimes be difficult, but we are confident that Total Triage will bring many benefits to our patients – for example: 

• Improved Access to Care: Total Triage has been shown to reduce waiting times and it enables us to attend to your medical needs more promptly.
• Convenience: Using digital communication will mean that you can engage with us from the comfort of your home or workplace. No more having to travel to the practice or queue on the phone system.
• Enhanced Patient Experience: We are committed to providing you with the best possible care at Coppull Medical Practice. Total Triage improves communication, reduces call waiting times and ensures that you see the most appropriate person to help you, in a timely way.  

How Can You Prepare For Total Triage? 

• If you haven’t already, please download the NHS app. You can complete the online form on the app by visiting the ‘services’ section and select ‘Contact your GP about a health problem’. NHS App and your NHS account - NHS (www.nhs.uk)
• If you do not wish to use the NHS app, visit the form on our website. You will find the form on our homepage. coppullmedicalpractice.co.uk
• Contact us if you would like help setting up the NHS app or using the online form. We will be offering training and support for those patients who would like to learn how to use this system. If you would like to access this support please call the practice or email us at: lscicb-csr.acreswood-surgery@nhs.net 
• Visit the Accurx Patient Website to learn more about the online form and total triage. Accurx for patients
• It is very important that we have your up to date mobile phone number. If you would like to ensure that we have the correct number you can call us or email your details to lscicb-csr.acreswood-surgery@nhs.net.
• If you are unable to use the online form. We will ensure that vulnerable people, and those without internet access are supported by our staff, who can fill out the form on their behalf to ensure all patients can access this service. If you need a member of staff to complete the form, please call reception during the times listed in the next section. We kindly ask that patients who can complete the form do not call reception, as this will increase phone queuing for vulnerable patients. 

How Do You Submit An Appointment Request?

• To ensure your query is dealt with as soon as possible we request that you submit your query between 5am & 12 noon. This is to ensure the triage team have time to triage all requests by the end of the day.  This also applies to patients who need a member of staff to complete the form, if you need a member of staff to help you, please call the surgery before 12 noon.
• If your request is urgent please try to submit your form before 9.30am, to ensure your case can be assessed as soon as possible. Urgent appointments start at 9am, so please be prepared to attend the surgery at short notice.
• Visit the NHS app or the form on our website. Complete the form, providing as much information as possible. This will help the triage team to triage your case promptly, without having to contact you for more information.
• Wait to hear from the triage team – please do not call reception to enquire about your submission unless you have not heard from us by the end of the next working day.
• The triage team may need to ask you some more questions. If you receive a request for more information, please respond promptly. Responses after 4pm will be dealt with the following day.
• You will receive a text message or a phone call from the triage team with the outcome of your request. This will be on the same day if the GP has assessed your case as urgent and by the end of the next working day if the GP has assessed your case as routine. 

References:

NHS England » Delivery plan for recovering access to primary care

https://www.bma.org.uk/advice-and-support/gp-practices/managing-workload/care-navigation-and-triage-in-general-practice