From Monday 4th September, you will be able to submit all routine (non-urgent) requests for the GP using our new online system called Accurx Triage. This will be accessible through our website or via links shared through our social media page which can be accessed on a computer, tablet or smartphone. This will be available from 8am – 6:30pm Monday to Friday. 

Please use the online system rather than calling the practice for routine GP requests. If you are unable to access the internet, our Patient Contact Advisors will still be available via the telephone or face to face to submit a request on your behalf. 

The online form will ask you about your symptoms, you can request how you would like us to help and enter any times you are unavailable (please see image below). You can also attach a photo. Please include as much information as possible when completing the form, including if you have been seeing a specific clinician for this problem. 

Requests will then be screened by a Care Navigator and a Clinician who will make sure the requests are seen by the most appropriate person and dealt with in the most appropriate timeframe. You will receive a response within two working days. 

Please continue to telephone the surgery as usual for the following:

• Urgent or same day issues
• Nurse appointments
• Pharmacy appointments
• Phlebotomy appointments
• Home visits

We have introduced this new system in line with the new NHS guidance. It means patients are getting the advice they need at the right time from the right person the first time they contact the surgery – this may be a GP or another member of our practice team.

This system should make it easier to submit requests to the practice and improve access for routine GP care – it avoids the need to wait on the telephones or call multiple times a day. We also hope it will reduce the wait on the telephones for patients calling for urgent needs. 

We have been listening to feedback and hope this will improve patient experience when accessing the practice. We have worked with our Patient Participation Group to gain feedback on the new system and we would value your feedback once this system is live from Monday.