Changes to our appointment system
We are making a change to our appointment system that will improve how Norwood Medical Centre delivers healthcare services to you from 6th October 2025 – we are moving to a Total Triage model.
Why are we changing?
- As part of the national NHS contract changes introduced by the government. Practices are required to ensure online consultation tools are accessible from 8am to 6:30pm and respond to patients within one working day.
- · Our aim is to improve accessibility to Primary Care services. Access to a GP appointment has been a national challenge for years. Total Triage will significantly reduce the traditional rush to seek an appointment when surgeries open. It aims to improve patients receiving the right care at the right time.
- · Feedback from patients. Access to appointments has been the number one concern from patients. Through total triage we hope to more efficiently use appointments and reduce the number of times patients need to call the surgery trying to get an appointment.
How does this benefit you?
We understand that change can sometimes be difficult, but we are confident that Total Triage will bring many benefits to you, our patients – for example:
- Convenience: We recognise that telephone access into the practice is not sufficient, with patients queuing on the phone at 8am. We have listened to patient feedback and are making a change to improve access to appointments. Using digital communication will mean that you can engage with us without having to call the surgery or travel to the practice and experience possible long waits.
- Enhanced Patient Experience: We are committed to providing you with the best possible care at Norwood Medical Centre. Total Triage enable a GP to review requests for GP appointments and ensure that you see the person best able to help you, in a timely way.
What is Total Triage?
When you need to see a doctor, simply visit our website or call us. We’ll ask you to fill out a brief online form or speak to a receptionist to help us understand your symptoms.
- One of our GPs will review each patient request to decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether this is best suited to be via telephone or in person at the practice. Where necessary, we might ask you to answer a few additional online questions or call you to help our clinicians prioritise those patients who need more urgent care. As well as offering GP appointments, following GP assessment, some patients will also be directed to other clinicians in the practice such as our pharmacist, practice nurse, or mental health practitioner. By ensuring that patients reach the right person in a timely way, our clinicians will be available to answer your questions, provide clinical advice, much more efficiently than before.
- Face-to-face Appointments: We understand the importance of face-to-face appointments for many patients. Total Triage ensures that the practice makes the best use of these, with GPs and other clinicians. Often telephone consultations work well both for patients and clinicians, and we now have excellent facilities to view photographs sent from your mobile phone which are extremely helpful to support best care.
How can I access the system?
It can be accessed online through the NHS app, or through the practice website. Alternatively, you can still call the reception team, and they fill out the form on your behalf.
What if I have trouble using the new system?
We know change can be a bit overwhelming, but rest assured, we’re here to support you every step of the way. If you’re unsure about using the online system or need assistance, our team is available to guide you through the process. You can always contact us via phone for help.
Here are some frequently asked questions (FAQs) that might help you:
Q: Do I need to use the online system?
A: No, you can still contact us by phone if you prefer. However, the online system is quick and easy, is often faster than waiting on the phone but if you prefer to call the surgery and one of our reception team will fill out the form on your behalf. The reception team can refer to Pharmacy first if your condition falls under one of the 7 common conditions, they can provide advice and medication for.
Q: How will I know what type of consultation I need?
A: After completing your triage, we’ll contact you with the next steps. If you need a phone or video consultation, we’ll arrange that for you. If you need to come into the surgery, we’ll schedule that at your earliest convenience.
Q: What if my condition is medically urgent?
A: If you have an urgent medical concern, please make this clear when filling out the triage form or speaking with our reception team. We will prioritize your care accordingly. However, the surgery is not for emergencies you might be advised to attend A&E immediately.
Q: How will I be kept updated?
A: You will receive updates via, text, or phone call, depending on your preference. Once the GP has reviewed your form a member of the reception team will contact you by your preferred method.
Q: Can a receptionist book a GP appointment over the phone for me directly?
A: No, all requests must use the form. Whichever way you contact us – online, in person or over the phone, all requests will go through the same ‘single way in’ online Total Triage process.
Q. I need to book an appointment with the practice nurse do I still need to complete the form.
A: No, to book in for your chronic disease reviews, blood tests, screenings procedures, wound dressings, b12 injections etc please call the appointment line and reception will book you an appointment.
Published on 23rd Sep 2025
