**Importance Notice** – Introduction of Total Digital Triage – 24th April 2025
Dear Patients
As of 24th April, we will be introducing a Total Triage system for both same day and routine appointments.
What is Total Triage?
We are asking all our patients to use an online form to contact us, both for booking appointments and for other enquiries. Please do not worry if you cannot access the internet or are unable to do this – we have systems in place to manage this. (See below)
All requests for appointments and clinical queries will be assessed by our team, who will decide on the most appropriate action, based on the information you provide. A GP may respond with advice or you may be allocated an appointment. We will be expanding our online booking meaning we will be able to send you a link to book your own appointment online, saving you having to phone the practice. The appointment may be routine or urgent, telephone or face to face, and with a GP or with another member of our team such as a practice nurse, advanced nurse practitioner or physiotherapist. You may be directed to another service who can better meet your needs such as a pharmacy, dentist or community optician.
Why are we changing to Total Triage?
We feel that this will improve our service for our patients in several ways. Triaging each request in this way will ensure that appointments are booked with the right person at the right time and are prioritised based on clinical urgency rather than ‘first come, first served’. This will also help avoid the 8:30am rush for appointments and frustrations of waiting in a long telephone queue. We know from other practices that have already introduced Total Triage, that the patients have felt it has improved the service. We have been expanding our use of online consultation in recent months and have found we have been able to deal with many patients’ problems more quickly and efficiently.
How do I request an appointment?
You can submit an online request Monday – Friday (excluding bank holidays) between 8am – 6:30pm.
Visit our website rockwellandwrosepractice.nhs.uk and click on the link for SystmConnect. This takes you to the online form. Please complete this with as much information as possible.
When will my online request be triaged?
- Non-urgent requests will be triaged within 2 working days.
- Urgent online requests submitted before midday will be triaged the same day.
- Later urgent afternoon requests will continue to be reviewed up until 4pm, however, please note that it is possible that on some days, we may have reached safe working capacity for urgent care by this time so you may be directed to contact another NHS service such as NHS 111.
- If you have an urgent medical problem after 4pm, please call the surgery and our care navigators will advise you.
What if I can’t access the internet or find it difficult to use a computer or smartphone?
We have trained ‘digital champions’ at reception who can show you how to use the system. We have already had some very positive feedback for this service. Please ask at reception about this.
If you are unable to access the internet, you may call the surgery and our reception staff will go through the online form with you on the phone and submit it on your behalf.
As we introduce this system, there will inevitably be a transition period and likely teething issues. We ask that you bear with us during this time. We welcome constructive feedback and ask you treat all our staff with the respect they deserve.
