New Appointment Triage System starting later this year
Demand for appointments has increased hugely in recent years and at Southborough Lane Surgery we are trying to address the issue of access and demand for all our patients. We will therefore be introducing a new online triage system named Accurx total triage in line with NHS England requirements.
The new way to request a GP appointment will be by submitting an online request.
If you do not have access to the internet or struggle to complete a request, please telephone the surgery and one of our patient advisors will complete a request on your behalf.
How does the new system benefit patients?
We understand that change can sometimes be difficult, but we are confident that Total Triage will bring many benefits to you, our patients – such as:
- Addressing Clinical Need – Patients will be seen based on their clinical need not who contacted the surgery first. Urgent problems can be dealt with more promptly.
- Appropriate Clinician – Patients get to see the most appropriate clinician to help them in a timely way, reducing wait times.
- There is no queue – No need to call at 8am or call back the next day.
- Convenience – Using digital communication means that you can engage with us from the comfort of your home or workplace.
- Help others – Digital access will mean phone lines are far less busy so those without a smartphone or computer are able to contact the surgery easier by phone.
So how does the Total Triage process work?
The new way to obtain an appointment will be to complete an online request, with as much information as possible so that it can be triaged appropriately. Only one medical issue per triage form to be submitted. The request will be reviewed and you will hear back from the surgery within 2 working days after you submitted your request but much quicker in urgent cases if clinically needed.
When the surgery contacts you it will either be by text, email or by a phone call.
When needed, we may ask a few questions to help us prioritise those patients who need more urgent care.
How to access an online form
The link on your NHS App in the “Services” section. Select “Contact your GP about a health problem”. After confirming your request is not an emergency complete the “Medical request” form and select “Submit Request”.
Our website homepage https://www.southboroughlanesurgery.co.uk “Contact us Online”, click on “Submit a Request”, select “I want help with a medical issue
We are here to help
Our Patient Advisers will be here to guide and support patients and their families/carers every step of the way until they become comfortable with the process over time.