New Online Triage System

Thank you for your support over the last few months as we transitioned to the new triage system. Many of you are using the system to book appointments and request support from the practice. You can now request a GP appointment using the PACO system. 

The team, which always includes a senior doctor, triages all GP appointment requests. This means we review the information you have given us and make a clinical decision regarding the urgency and what team members would be best to help you. We have written our own triage form as we know the repetitive nature of the patch form was irritating to most patients.

Once the triage team has reviewed your form, the most likely responses are:

• A phone call from the triage team if your concern is urgent or you are requesting a home visit.
• A message (Text and email) informing you of the triage decision, which may include a link to book an appointment, advice on managing your problem or information about a prescription.
• A message advising you are suitable for the Pharmacy First scheme will include a link so you can tell us which pharmacy would be the most convenient for you to be referred to.
• A message directing you to an alternative service, such as the eye care service

Booking your appointment

A large advantage of the new system is to give you control over your health by giving you the power to book, rearrange and cancel your appointment without having to wait on the telephone to the practice. The link for appointment booking takes you to a secure website, which will need your NHS number or date of birth. You can then select from available dates, times and team members to book your appointment. Once you have booked your appointment, you will receive a link allowing you to cancel and rebook your appointment if the problem has been resolved or the appointment time is no longer convenient. You can not change your appointment time if it is less than 2 hours before the appointment as this does not give us time to re-use the appointment time.

We encourage anyone who can to use the website as it will give you the greatest flexibility. If you need support with this, please let the practice know. The hope is that this will free the phone lines for those unable to use the website (Non-Digital patients). We want to give patients who can not use the website a similar experience accessing the surgery as those who can use the digital system. So, anyone who can not use the online system should call the practice, and the reception team can book an appointment and request triage like patients using the website.

What is the pharmacy’s first scheme?

A Government-developed scheme means pharmacists can see specific simple medical conditions and prescribe treatment if needed. The conditions included in this are urine infections, sinus infections, and ear infections (in under-18s). This is different from simply walking into the pharmacy and asking for advice, as you will have an appointment, and if the pharmacy cannot manage the problem, they will refer you back to the practice.