Total Triage is a system that triages patients based on their needs, and allocates them to the most suitable care option.

Patients will be required to complete an Accurx Patient Triage if you would like to book an appointment with the Doctor, Nurse Practitioner or other surgery Clinicians. These appointments will no longer be bookable on the phone. Our Reception team will assist with completion of an Accurx Patient Triage by phone or at the desk for those who may not have easy access to a computer or smartphone.

It ensures that every patient contacting the surgery first provides information about their reasons for contact, and is triaged before an appointment is made.

• Following these changes, Accurx Patient Triage will be available Monday to Friday, from 8am to 6:30pm, excluding Bank Holidays and during surgery closure for staff training.
• Accurx Patient Triage is an online form that you complete to detail your request both clinical and administrative. It can also be completed on your smartphone via the NHS App. Please ensure you have notifications turned on. More information can be found here.
• You may wish to visit the NHS Website or refer to our website before submitting a triage request. There are also self-referral options for patients.

You DO NOT need to complete an Accurx Patient Triage if you would like to book an appointment with the Practice Nurse; please call the appointment line to book a nurse appointment.

• If you are unable to complete an Accurx Patient Triage, please contact the surgery and a staff member will complete an Accurx Patient Triage on your behalf.
• Once we have received your Accurx Patient Triage, it will be reviewed by the Duty Doctor and care coordinators within 24 hours, and a decision will be taken to the most appropriate course of action.
• General Practice is not equipped for emergency or immediate review. There is urgent care and A&E for issues requiring immediate attention. There will still be a Duty Doctor who will triage, and urgent requests such as palliative patients or sick patients appropriate for Primary Care will be managed as needed.

Woodlands Surgery is GP training practice. We have GP trainees who will be seeing patients, and they are under the supervision of senior Clinicians.

In addition to the GPs, we have other team members including Advanced Nurse Practitioners, Clinical Pharmacists, a Physiotherapist, a Mental Health Practitioner, and a Social Prescriber. If you require an appointment, you will be booked with the most appropriate staff member to assist.

• Practice Nurse appointments can still be booked by calling the surgery appointment line.
• Prescription requests can be submitted by accurx patient triage. You can also download the NHS App or contact your pharmacy to request repeat medication. Medication requests may take up to 5 working days to be actioned.
• Administration queries can also be submitted by accurx patient triage.
• If you are submitting a photo or document alongside your request, please make sure it is clear and in good lighting. Please do not send photos of intimate areas.
• Please submit seperate accurx patient triage requests for individual issues, so they can be reviewed and actioned by the appropriate member of staff.
• Accurx have a proxy flow feature, which allows parents, guardians, carers or similar to submit a request on behalf of a patient. Please make sure each submission is only for one patient.
• Please make sure you provide your up-to-date mobile number, as we may call or text with an appointment, or with further information. We may also email if we cannot get in contact on the phone.
• If you have the NHS App and notification turned on, you may get a message sent to your NHS App.
• We have weekend appointments at other sites in the local area, and the option to refer patients to other services, such as Pharmacy First or a Women’s and Girls’ Health Hub. Please be aware that you may be referred to another service if this is suitable.

We ask that patients please notify us of any change in their contact details; it is important we have up-to-date information.

• You do not need a login to access this service, and it is available to all patients registered at the surgery.
• If you are booked an appointment following your accurx patient triage, we will not be able to help you with any other issues that you bring up during this appointment, as sufficient time has not be allocated for us to do this.
• If you require support when the surgery is closed, you can still access NHS self-help advice regarding your condition via accurx patient triage.
• If you have an urgent medical problem and you’re not sure what to do, please call 111 or visit 111.nhs.uk.
• For medical emergencies, please call 999. For example; chest pains, significant shortness of breath, severe bleeding that cannot be stopped or a suspected stroke.

There are many benefits to this Total Triage model being introduced, such as;

• No need to wait on the phone.
• No 8am rush for appointments.
• Patients can complete an accurx patient triage form at a pace that suits you. You can also add pictures or documents if appropriate.
• Your request may be resolved with a telephone call or via SMS communication, saving you a trip to the surgery.

If you would like to read more information from Accurx who will be providing the services, please click here.

This system allows patients to contact the practice online, by phone or by walking in, and for patients to have an equitable experience across these access modes. This will be a key intervention in the government’s ambition to end the 8am scramble, as part of the 10 Year Health Plan for England.