From 1 June 2026, our practice will move to a Total Triage system using eConsult.
Many patients may already have noticed changes to the way requests are submitted online, as we have already started encouraging patients to use eConsult forms ahead of the full launch.
What is changing?
From 1 June, all requests to the practice will go through eConsult first, including:
- medical problems and appointment requests
- fit notes and sick notes
- prescription and medication queries
- test result queries
- letters and forms
- administrative requests
Patients requesting help from the practice will normally be asked to complete an eConsult form online before an appointment or request can be processed.
Patients contacting the practice by telephone may be asked to submit an eConsult request, or reception staff may assist in completing one where appropriate.
Why are we making this change?
General practice is managing increasing demand, with patients contacting us in many different ways each day.
Moving to a Total Triage system will help us to:
- ensure patients are directed to the right clinician or service first time
- prioritise urgent clinical need safely
- reduce long telephone waits at busy times
- improve efficiency for both patients and staff
- make best use of available appointments
- improve communication and record keeping
- process requests more safely and consistently
Using eConsult also creates a clearer record of communication and requests made to the practice, helping us manage patient care more safely and effectively.
This approach is now used by many GP practices across the UK and is supported by NHS England guidance on improving access to general practice.
How does Total Triage work?
Patients complete an eConsult form online with details about their problem or request.
The information is then reviewed by the practice team and prioritised according to clinical need.
Following review, we may:
- provide advice by text message or telephone
- arrange a face-to-face appointment
- arrange a telephone consultation
- direct you to another appropriate NHS service
- deal with administrative requests directly without an appointment where appropriate
Clinical need will always be prioritised.
How appointments will be offered
Patients with urgent problems requiring same-day assessment will usually be offered the next available clinically appropriate appointment.
Due to high demand and limited capacity, appointment times may be limited. If you are unable to attend the appointment offered, we may not be able to provide an alternative appointment on the same day.
In these circumstances, patients may be advised to:
- seek advice from NHS 111 where appropriate, or
- contact the practice again if the problem remains ongoing
Patients with routine or non-urgent problems will be offered the next appropriate routine appointment available.
If you are unable to attend the routine appointment offered, alternative appointments may not be immediately available.
We appreciate patients’ understanding as we work to prioritise urgent clinical need and use appointments as fairly and safely as possible.
Important information
eConsult requests can be submitted during normal practice opening hours and are reviewed during working hours by the practice team.
Requests submitted outside of practice opening hours will be reviewed on the next working day.
We aim to review requests submitted before 4pm on the same working day; however, response times may vary depending on demand and clinical urgency.
Requests are assessed according to clinical urgency, and submitting an eConsult does not guarantee an appointment or same-day response.
Please do not use eConsult for medical emergencies or urgent problems requiring immediate attention.
If you have severe chest pain, symptoms of stroke, severe breathing difficulties, heavy bleeding, or another medical emergency, call 999 immediately.
If you require urgent medical advice when the practice is closed, please use NHS 111 online or call 111.
What if I cannot complete an online form?
We understand that not everyone has easy access to the internet or feels confident using online forms.
Our reception team will continue to support patients who:
- do not have internet access
- have difficulty using online services
- have disabilities or accessibility needs
- require help completing forms
Reasonable adjustments will be made for patients with additional communication, accessibility or support needs.
Language is not a barrier to accessing care. We will continue to support patients who require interpreting or communication assistance.
If you are unable to complete an eConsult yourself, please contact reception and we will help you.
Thank you
Thank you for your patience and support as we introduce this new system.
We appreciate that this is a significant change for patients and staff, and we will continue working to ensure patients can access care safely and appropriately.