Total Triage

In line with NHS England guidance on establishing a remote “Total Triage” model, and current national policy to enable digitally-enabled triage and remote consulting, McKenzie Group Practice is adopting a Total Triage appointment system from Wednesday 1st October.

This means that every request for an appointment will be reviewed by a clinician before an appointment is offered. This ensures you are directed to the right care, in the right place, at the right time, in keeping with current national standards for safe, efficient access.

How to contact us

• Online (preferred & quickest): Submit your request via our online consultation form.
• By phone: You can still call reception, who will complete the same online form on your behalf if you’re unable to do it yourself. If you are able to use the online form yourself, this is faster and helps keep phone lines free for those who need extra support.
• In person: You can still come into the surgery and we will complete the same form with you. Please note that arriving at 8:00am or first thing in the morning will no longer give priority. All requests are triaged in the same way throughout the day.

Why we are making this change
We are implementing this in keeping with Government & NHS guidance on remote consultations and triage, which encourages all general practices to:
✔️ Use total triage so that every request is screened and assessed remotely where possible, to prioritise urgency and safety
✔️ Ensure patients who can’t access digital tools are still able to use telephone or in-practice options so no one is excluded
✔️ End the 8:00am “rush” – calling at 8:00 or coming down to the surgery will no longer give priority. Requests are triaged in the same way throughout the day. Depending on clinical need, you may be given a same-day appointment or a pre-bookable appointment.

What this means for you
• Appointments can no longer be booked directly. Every request will first be reviewed by a clinician
• Urgent requests will be prioritised in accordance with clinical need
• Some issues may be handled remotely (telephone), others may be face-to-face if necessary
• You may be signposted to other services if those are most appropriate (e.g., pharmacy, or self-care advice)
• Routine nurse appointments — such as dressings, smears, immunisations and blood tests — will continue to be booked as normal

We believe this change helps us meet national policy, aims to improve patient access, maintain safety, reduce unnecessary face-to-face contact, and ensure resources are used effectively.

All requests go through the same process whether submitted online, by phone, or in person.

To submit your request online please complete this form.