Total Triage
Frequently Asked Questions (FAQs)
Why is Rotherfield Surgery and The Brook Health changing its appointment system?
Along with NHS England (NHSE), we acknowledge the increasing demand for appointments. Our priority is to ensure that those patients who need to see a GP, get an appointment. To ensure we are able to meet this priority, we are introducing a Total Triage model of care, meaning that anyone requesting an appointment or advice will have their request triaged first.
What is Total Triage?
Total triage is a General Practice workflow where every patient contacting a practice first provides some information on their reason for contact and is then triaged by a clinician before an appointment, if needed, is made. It has been designed to facilitate equity of access to care and to ensure that those patients who most need an appointment are able to get one, at the right time, with the right person.
How will it work?
When you visit our website to complete an appointment request, you will be asked a few questions so we can get an idea of what you need. In order for your request to be triaged in a timely manner it is very important to provide detailed and accurate responses to the questions asked.
How do I access the practice services?
This is an online system, so we would encourage all patients to submit their own appointment request via the surgery’s website. Our online consult system is accessible to everyone, with no need to download an app or log in. All you need is access to the internet, and you can access the system from any device, including your smartphone or tablet. Simply visit our website at:
Rotherfield Surgery & The Brook Health Centre
If you do not have access to the internet or a smartphone, you can phone us, or come into the surgery, and a receptionist will complete the form on your behalf. However, the process we will ask you to follow to request an appointment will be the same whether you contact us via our website, by phone or face to face.
Appointments with our Practice Nurses, Healthcare Assistants, Phlebotomists and Pharmacists are not affected by this change and will continue to be booked in the usual way.
How will the practice respond?
When you contact the surgery, we will ask you how you would like to be contacted by us when responding to your request. All patient requests will then be reviewed by a GP led triage team, who will decide what the best course of action is and get back to you the same day using the preferred communication method identified on your request. Possible outcomes could include:
- A same day face to face or telephone appointment with a member of our clinical team
- A pre-bookable (within 7 days or more than 7 days) face to face or telephone appointment with a member of our clinical team, or our Care Coordinator if you are on our cancer, palliative or carers register
- A booking link for a Practice Nurse, Healthcare Assistant, Phlebotomy, Pharmacist or First Contact Practitioner appointment
- A reply from the triage team with self-care advice
- Signposting or referral to a more appropriate service, for example a local pharmacy
Who might I be asked to see?
Not every health problem requires a GP and over the last three years we have significantly expanded our clinical team.
- Advanced Practitioners – our Advanced Practitioners can perform a range of complex clinical tasks, including diagnosing, prescribing, and treating patients. They often act as a first point of contact for both minor and chronic conditions and their role includes clinical examinations, making referrals, performing procedures, and leading teams to improve patient outcomes and healthcare services.
- Pharmacists- we have two highly trained Clinical Pharmacists and a Pharmacy Technician at the practice who manage all medication related issues, as well supporting patients with hypertension management, lipid management and long term conditions.
- First Contact Practitioner (FCP)- our FCP sees and assesses most patients with muscularskeletal problems and comes up with a plan. This may include further tests and referrals.
- Social Prescriber- our Social Prescriber helps patient where they may have a social problem or health problems linked with social situations.
- Practice Nurses- our experienced nursing team manages many chronic and acute conditions.
- Community Pharmacy- a new service called ‘Pharmacy First’ has been set up to treat several minor conditions and they can prescribe antibiotics where appropriate.
- Self-care- many conditions can be managed with advice and support.
- Self-referral- to MSK, Health in Mind, smoking cessation etc.
Can I choose what time I come for an appointment?
For routine planned appointments, we will be as flexibility as possible (subject to availability). For urgent appointments, we expect patients to be flexible and you will likely be asked to attend at any time between 8am – 6pm, subject to what we can offer.
What if I have trouble using the new system?
We are committed to supporting patients and their families/carers to get used to this new way of contacting the practice and to becoming comfortable with this over time.
If you have any questions or concerns our team is here to guide and support you and we will, of course, provide additional support to those patients who are struggling to use our online system.
If you do not have internet access, or experience other difficulties using digital technology, please speak to our team about how we can help you.
Can I walk into the surgery to make an appointment?
We strongly encourage patients to submit their appointment request via the surgery’s website rather than over the phone or by walking into the surgery. However, we appreciate that this may not be possible for some patients.
If you do not have access to the internet or a smartphone, please phone us or come into the surgery and a receptionist will complete the form on your behalf. However, please be aware that this will not speed up your appointment request. It will be treated the same as online requests, with your request form being passed to the triage team.
Do I have to share personal information with a receptionist if I ring/walk-in?
It is important you give us as much relevant information as possible so we can ensure your request is triaged properly. While we understand that some issues can be sensitive, our receptionists are an integral to us being able to provide health services to our patients, they are trained in asking difficult questions and they have all signed confidentiality agreements. If when visiting the surgery you would prefer to write your answers down rather than speaking at reception, we will enable you to do this.
Do all appointments have to be booked this way?
No, the introduction of Total Triage does not affect Practice Nurse, Healthcare Assistant, Phlebotomy or Pharmacist appointments, which will continue to be booked in the normal way, either over the phone or in practice. This will be particularly relevant for annual reviews, blood tests and wound management.
Why can’t I just book an appointment like I used to?
Nationally, GP capacity can no longer meet the demand and so we must put systems in place to ensure our patients get the most appropriate safe care. Health care is evolving, and we need to embrace this.
Isn’t this ageist?
Many of our more senior patients have access to the internet or smartphones and are quite capable of using our simple online system. Our reception team and Care Co-ordinator will support anyone who needs a bit of extra help in the early days.
What about vulnerable patients or those with special needs?
We work hard to identify those patients who may need extra help and flag this on their medical records, ensuring the team are aware of any additional requirements. If someone is struggling to navigate the system, we will support in any way we can.
Why can’t I send a request when you are shut?
Primary Care remains a Monday to Friday, 8am – 6.30pm service and we have to manage patient demand. Our practice team work hard, but they also need to work within safe working conditions. There are other services available for urgent problems outside of our opening times.
Can I choose which GP I want to manage my problem?
We have carried out a lot of work around identifying those patients whose healthcare needs require them to have continuity of care and this is flagged on their medical records. However, it will depend on which clinicians are working that day and it will be subject to appointment availability.
Will this help the telephone system?
We hope that as more patients use the online system, telephone waiting times will be significantly reduced for those patients who need to call for other reasons.
How does the new appointment system benefit me?
We are confident that Total Triage will bring many benefits to our patients.
- It has been shown to reduce waiting times and it will enable us to attend to our patients’ medical needs more promptly and based on clinical need and urgency
- Using digital communication will mean that you can engage with us from the comfort of your home or workplace
- It will address the increasing demand for appointments and reduce the frustration of having to call and be in a long queue at 8am