We know how important it is for our patients to access the care they need, when they need it. Many of you have told us that getting this care can be challenging, particularly when phone lines are busy or appointments are quickly filled.
To help address these issues, we’re introducing a new approach called Total Triage — a system that is already being successfully used in many GP practices across the country. The NHS is encouraging all practices to adopt this system.
What is Total Triage?
Total Triage is a new way of managing care requests, designed to ensure that all patients are assessed on clinical need and then directed to the most appropriate care, by the most appropriate person, in the most appropriate timeframe.
Every request for care made during the surgery hours will be reviewed by an experienced clinician.
You can request care in the several ways
- Online Through eConsult – our existing online consultation tool and the most efficient way to contact the surgery.
- By Telephone – If you are unable to access eConsult, our team will collect the necessary information.
- In Person at reception – speak directly with our reception team who can help if needed to collect the necessary information.
Depending on the nature of your request, you may receive:
• A face-to-face or telephone appointment with a GP – the clinician may arrange some investigations like a blood test, X-ray or scan before the appointment so that the results are ready to discuss in time.
• A consultation with another member of our clinical team — such as a physiotherapist, pharmacist, mental health practitioner or nurse.
• A direct referral to community services such as Pharmacy First in a local Community Pharmacy or the Minor Eye Conditions Service in a Community Optician.
• A prescription, medical certificate or advice without needing an appointment.
• A direct referral to a specialist service if needed
A Familiar Format: eConsult
We will continue to use eConsult — our existing online consultation tool — as a key part of the Total Triage process.
Many of our patients already use eConsult to request help, advice, or administrative support (such as fit notes or repeat prescriptions). If you’ve used eConsult before, Total Triage will feel very familiar.
If you haven’t used eConsult yet — don’t worry. We’re here to help and will continue to support all patients, regardless of how you prefer to get in touch.
Equal Access for All Patients
We understand that not everyone has access to a smartphone or computer. That’s why Total Triage is designed to be inclusive and accessible for everyone — not just digital users.
If you don’t use digital tools, you can still:
• Call the practice and speak to a team member who will complete the information with you
• Visit us in person and speak to reception
Every request – regardless of the way you contact us – will be treated equally, so no one is left out or disadvantaged.
Why Are We Making This Change?
The current system doesn’t always work well for patients or for our team. You’ve told us:
• It’s difficult to get through on the phone, especially in the morning
• Appointments get booked up quickly, regardless of urgency
• Some patients are unable to call at 8am due to work or other commitments
• Some requests, such as for medical certificates or prescriptions, don’t always need an appointment — but there hasn’t been a clear alternative
At the same time, GP practices across the country are experiencing rising demand and workforce pressures. We need a smarter, safer way to prioritise care and ensure we use our time and resources effectively.
The Benefits of Total Triage
• More timely care for urgent issues
• Patients are matched with the most expert clinician for their problem — this is not always a GP
• More flexibility and fairer access for all patients
• Safer clinical decisions made earlier in the process
Accessing care 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.
Join Us: Patient Engagement Meetings
Join us for one of our upcoming patient engagement sessions to find out more, ask questions, and help shape how Total Triage works for all of us:
Ethelbert Road Surgery, Ethelbert Road, CT1 3NR
Thursday 8th May | 7–8pm
Littlebourne – Ivy Barn, Court Hill, CT3 1TX
Thursday 15th May | 7–8pm
Bridge Village Hall 28 High Street, CT4 5JZ
Thursday 29th May | 7–8pm
We’re committed to making it easier, safer, and fairer for everyone to access the care they need. Thank you for your continued support. We hope to see you at one of the sessions.