Proposed changes to our appointment system 1st July 2025
🧑⚕️Important proposed changes to our appointment system🧑⚕️
From 1st July 2025, Highfield Surgery are proposing to move to a Total Triage Model for all GP appointment requests. This means that requests to see or speak to a GP will be submitted using our online platform.
*Please note, we are not moving to virtual appointments, all our GP appointments are face to face and will continue to be so.*
Once a form is submitted, it will be triaged by a GP, and you will be contacted by telephone with the outcome of your request. This may include a same-day phone call, a face-to-face appointment, advice, or redirection to another appropriate service.
*Please note, if you do not have access to the internet or are not confident doing so. Please contact us as normal and our reception team will fill the form out for you.*
How can it be accessed?🤷♀️
You will be able to submit a request online via our website during our opening hours. Ideally, patients will submit their own request, however patients without online access to a computer, smart phone or tablet can still call the surgery and a member of our team will submit the request for you.
What will happen after I submit the form?❓
You will be contacted by text message if possible, or telephone, with the outcome of your request. You could be given a face to face or telephone appointment, or you may receive a reply from the GP with advice, or you may be signposted to a more appropriate service. Where possible, we may send you a “self-book” link to allow you to make your own appointment within the clinically appropriate timeframe.
What is total triage?
The demand for appointments has increased massively in recent years, and general practice must address the issue of capacity, to maintain patient safety and satisfaction.
Total triage introduces these essential components:
- One of our GPs will review each patient request to decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether this is best suited to be via telephone or in person at the surgery. Where necessary, we might ask you to answer a few additional questions to help our clinicians prioritise those patients who need more urgent care. As well as offering GP appointments, following a GP assessment, some patients will also be directed to other clinicians in the practice such as one of our clinical pharmacy team, our practice nurses or our first contact physiotherapist. By ensuring that patient reach the right person in a timely way, our clinicians will be available to answer your questions, provide clinical advice, and offer prescription renewals much more efficiently than before
- Face to face appointments: We understand the importance of face to face appointments for many patients. Total triage will ensure that the practice makes the best use of these, with GPs and other clinicians, and we now have the ability to view photographs sent from your mobile phone which is extremely helpful to support your care.
Why are you wanting to change to this system and how does it benefit me?🫨
This new system we believe is designed to help us manage demand more efficiently, ensure patients are seen by the right person, and improve access to care.
* Total Triage has been shown to reduce waiting times, and it enables us to attend to your medical needs more promptly.
* We recognise that telephone access into the practice is not sufficient, with some patients experiencing long wait times. Using digital communication will mean that you can engage with us without having to call the surgery or travel to the practice and experience long possible waits for simple enquiries or prescription renewals.
* Clinical triage ensures that limited healthcare resources are allocated to patients who need them most urgently.
* Total Triage will believe will address the increasing demand for appointments and reduce the frustration of having to call and be in a long queue at 8am.
Can i use the system now?
You can use the system, we have been using the system for some time but not to its full potential. The link to access is on our appointments page and can be found here: Request an appointment
*Please note, if you do not have access to the internet or are not confident doing so. Please contact us as normal and our reception team will fill the form out for you.*
Please note, the consultation period has now ended for feedback on this proposed change
