From Tuesday 6^th February 2024 we are introducing a new appointment system for routine and urgent GP and Advanced Nurse Practitioner appointments

We are aware that with increasing demand, waiting times for an appointment have become unacceptable to patients and staff alike, and it is harder than ever to get through to us on the phone. To address these issues, from Tuesday 6^th February 2024 we are implementing a Total Triage model.

Total Triage is a new 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.

This is a significant change for Coppull Medical Practice and our patients, but we believe this will improve communication, access to the right clinician at the right time, and reduce waiting times for appointments.

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, the same 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 This Change?

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 From 6^th February 2024?

All requests must be submitted 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. If you become unwell after 12 noon please ring the surgery.
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 the same 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 the same day, advising you of the outcome of your triage and what the next steps will be.