Total Triage System
From Q4 2025, in line with the new GP Contract and Government directive, our practice will be moving to a Total Triage System for all GP and urgent appointment requests.
This change is being rolled out across GP surgeries in England. While it is not something Fairhill would have chosen independently, we are required to adopt it alongside every other practice in England. We kindly ask for your support as both patients and our team adjust to this significant change.
Patients will need to complete the online triage form. Doctor (GP) Apointments will no longer be booked directly online or by calling reception—instead, a triage form must be submitted (link here). rAll other appointments you can call us to book without creating a triage form (Nurse, in-house Pharmacist, Physio etc)
Completing the Triage Form
If you can, we kindly ask that you complete the short online triage form at home, either by yourself or with the help of a friend or family member. Patients who are able to do this online are strongly encouraged to do so.
When forms are completed over the phone or at reception, it can:
- Increase waiting times for other patients
- Mean sensitive medical details are shared in a less private setting
Completing the form at home helps protect your privacy and allows us to support all patients more quickly and efficiently.
👉 HERE
If you are housebound, please ring reception before 10am.
What Does This Mean for Patients?
Instead of phoning the practice to book a GP or urgent appointment, patients will need to complete a short online triage form.
- The form can be accessed via a smartphone, the NHS App, or our website.
- You will be asked to describe your symptoms or needs, which will then be reviewed by a GP.
- There are two request types:
- Medical – for health issues or symptoms
- Admin – for medical records requests, paperwork, or admin queries
For medical requests, you can also attach a photo to support the triage process. We recommend this if there is something a GP can review. Please do not send photos of intimate areas.
Help Us Help You
It’s important that you provide as much clear information as possible so the GP can assess your clinical needs without delay.
The more information you provide, the quicker and more effectively we can help.
Examples of not enough information:
- “I’ve had a breathing issue for a while”
- “My mental health is playing up”
- “I want to discuss a problem with my arm”
- “My medication isn’t working”
If insufficient information is provided, we may need to request a re-submission with more detail.
Please note: Each Total Triage request should be for one issue only and to be fair to all patients you should only submit one triage per patient per day.
Availability
- Total Triage will be available Monday–Friday, 6:00am to 6:30pm
- We will respond within 1 working day
- Outside these hours, please use NHS 111, or 999 in life-threatening emergencies
👉 For a short guide on how to complete the Total Triage form, watch this video: YouTube Guide
What Happens After You Submit a Form?
A clinician will review your request and respond by the ASAP. This may include:
- A face-to-face appointment with a Doctor same day, next day or within a few days. Patient will be sent links to book these via text. Links will last 7 working days.
- Support from our in-house Pharmacist or First Contact Physiotherapist
- Signposting to a more appropriate service
- Self-care advice
If you are asked to book an appointment with a doctor, you have a choice of Doctors however if your preferred Doctor isn’t available please try at 8am or 2pm another day as the link lasts 7 days however we strongly recommend you book asap with any Doctor as this could delay your healthcare.
Many GP surgeries already use this system, and national feedback has been very positive. Patients often receive a response within hours, avoiding the frustration of waiting in phone queues.
It also ensures that:
- Urgent cases are prioritised quickly
- Patients who can be seen by specialists (such as our in-house Pharmacist or First Contact Physiotherapist) are directed straight to them
- Doctors s are able to focus on patients who need their specific expertise most
Important
- Do NOT call reception after submitting a Total Triage request. We will contact you depending on the request type.
- If at any point your condition worsens or becomes urgent, call NHS 111 immediately for urgent medical help or 999 in life-threatening emergencies
