A New GP appointment system from the 15^th of September 2025 at Alton Surgery

Dear Alton Surgery patients,

We wish to share some exciting news with you about a significant change to our appointment system that will improve the way our surgery delivers care to all of our patients.

From the 15^th of September 2025 appointments at Alton Surgery will be booked in a different way as we are moving to a total triage system.

What is Total Triage?

Instead of calling the practice and being given an appointment by the reception team, all patient requests will now require the completion of a simple online triage form. This form can be accessed from our website or via the NHS App. The link is also available below.

Contact us about your request - Accurx Patient Portal

All requests are viewed by our clinical team who decide the best course of action.

You could be given a face to face or telephone appointment with a GP or other member of our clinical team such as the nurse or pharmacist, a reply with self-care advice or signposting to a more appropriate service.

We will have three types of appointment at the surgery:

•          ‘Routine’ appointments are for general health queries, diagnoses, and monitoring of ongoing conditions that don’t require urgent intervention.
•          ‘Soon’ appointments are booked to deal with health issues that will need to be looked at within the next 3 days.
•           ‘Same day’ appointments If you have an urgent problem a member of team will either give advice over the phone or arrange to see you with a same day appointment.

How does Total Triage Work?

When completing the online form, you will describe your symptoms and needs before submitting. The form will be assessed by a clinician who will decide the next steps.

We will then reply to you informing you of how your request will be managed. You may receive a call to be offered an appointment, receive a self-book link, or a message with advice from the GP.

It is important for you to provide detailed and accurate information about your symptoms on the form. To improve efficiency, and to reduce our need to request more initial information from you, please include how long you have had your symptoms, their severity/effect on your function, and what treatment you have already tried. This will help us triage appropriately.

We understand that not all patients have online access or may not be able to complete their own forms. For patients unable to contact the practice online, our reception phone lines will remain open for guidance and support in completing the form. Alternatively, you can ask someone such as a trusted relative or friend to complete the form on your behalf.

Please submit only one problem on the form and ensure your all your contact details are up to date.

Total triage will be open Monday to Friday between 8.00am and 6.30pm.  For medical advice over the weekend and bank holidays, please continue to use 111, or 999 for life-threatening emergencies. 

How to submit a triage form

Submitting the form is quick and easy,

Follow the steps below or click here for a more detailed guide. A printout of step-by-step instructions is also available from the practice.

1.      Go to our practice website (or use the NHS App).

2.      Click ‘Contact us online’ on the home page.

3.      Choose your request type – medical advice or administrative help (e.g. prescriptions, sick notes, referrals).

4.      Fill in the short form – answer the questions and add details/photos if helpful.

5.      Submit – your request is sent straight to the practice.

What Happens if the practice receives too many requests?

If the total triage system becomes overloaded with requests, it may be necessary to temporarily advise patients of alternative service providers such as:

NHS 111 service: call 111 or go online at 111.nhs.uk.

Leek Minor Injuries, ST13 5BQ 0900-1700hrs (last admission at 1630) 7 days a week - 01538 487104.

Haywood Hospital Walk-in Centre, ST6 7AG  0700-2130hrs 7 days a week - 01782 673500.

www.nhs.uk/conditions/ for a health A-Z from NHS.

There are 7 common conditions which can also be treated directly by local pharmacists. These are:

• Sinusitis age 12+
• Sore throat age 5+
• Ear infection/acute otitis media age 1-17
• Infected insect bite age 1+
• Impetigo skin infection age 1+
• Shingles age 18+
• Uncomplicated urinary tract infection for women aged 16-64

Like any new system, there may be a few challenges at first. However, feedback from GP surgeries using total triage shows that it works well. This way of running services helps us use NHS resources more effectively and makes sure appointments go to patients who need them most.

If you would like to leave us feedback on the new appointment system, please click here.

Why are we making this change?

Patients have been struggling with access to GP appointments for several years, often waiting in long telephone queues or appointments being given on a ‘first come first served’ basis. 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. This also allows our clinicians to make safer decisions and offers more flexibility and fairer access to all patients.

What if I don’t have a smart phone, online computer access or communication needs?

You can still contact the practice by phone or in person and we will assist you in completing the online Total Triage form.

Can someone else (like a family member) fill in the form for me?

Yes. A trusted family member, carer, or friend can help complete the form on your behalf if you give them consent.

How do I submit an admin query?

Requests for sick notes and other administrative requests must also be made using the online form.

Can a receptionist book a GP appointment over the phone for me directly?

No, all requests must use the form. However, you contact us – online, in person or over the phone, all requests will go through the same online Total Triage process.

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. We understand some issues can be sensitive and we can use a private room if needed.

What happens if I need an urgent appointment?

We continue to have a duty doctor every day to deal with urgent queries. If you feel your problem is urgent, please contact reception.

What if I can’t attend the same day appointment offered?

If the GP feels you need to be seen on the same day, you will be expected to attend your appointment. Please make sure you provide your availability when you complete the form so that we can take this into account when offering an appointment.

How quickly will I get a response?

We aim to review all requests within two working days (often sooner). We’ll then contact you with the next step.

What if I don’t hear back after submitting my form?

All requests are reviewed within two working days. If you haven’t heard from us after this time, please contact the practice by phone to check that your form was received.

Will I receive a quicker response if I attend or call the surgery?

No, if you visit or call the surgery, you will still need to fill out the same triage form, so that you can be assessed in the same way, the process is the same for all patients. The receptionist or will go through the form with you.

Can I still choose the doctor I wish to see?

You can request to see or speak to a specific doctor by stating so on the form, and we will take this into account when raising our response but cannot guarantee this.

What if I have multiple issues to discuss?

Try to submit one request per issue if possible. This helps the practice give each concern the right attention.

What happens if I have a problem when the surgery is closed?

This won’t change. Depending on your problem please continue to speak to your pharmacist, use NHS 111, an Urgent Care Centre or A&E as before when the surgery is closed.

What if I have trouble using the new system? 

We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time. Speak to reception if you are having any difficulties.

We will, of course, provide additional support to those patients who are unable to use online resources.