We’re Changing How You Book AppointmentsStarting 29 September 2025

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Total Triage

A new appointment system will be introduced at Granville House Medical Centre on 29 September 2025. This system, known as Total Triage, is a modern approach already used by many practices across the country. We are required to implement this new system in line
with NHS England guidance, to help improve access, safety, and efficiency in patient care. We understand this is a significant change for both our patients and the practice, and we’re committed to making the transition as smooth and well-communicated as possible.


Why is this change necessary?

The current system doesn’t always work very well for our patients or staff members:

  • We believe this new system will help us prioritise care more safely and make better use of our time and resources to support all patients.
  • We understand that calling at 8am can be a challenge for patients due to high demand and we are working to improve access.
  • Appointments often fill up quickly, which can make it harder to accommodate urgent needs.
  • Our team is experiencing increasing pressure due to rising demand, and we are working hard to continue providing high-quality care.
  • We now have a broader team of healthcare professionals, many of whom have specialist expertise to better meet your needs than your GP.

What does this mean for me as a patient?

  • Once in place, the new system will change how patients book
    appointments and how we manage appointment requests.
  • We will share plenty of information with patients ahead of the launch to
    help everyone prepare.

How will it work?

  • The majority of routine and urgent appointment requests for a GP will be made using an online form, available on our website or NHS app.
  • If you don’t have access to the internet then call our reception team, and they will complete the form with you.
  • This form will be sent through our triage team the same day. They will assess each form individually and decide the most appropriate person to deal with this, the timescale in which you need to be seen and whether you need a telephone or face-to-face appointment. The triage team consists of a Care Navigator and a GP.
  • You will then get a text message or a telephone call with details about your appointment; you may also receive a booking link, instead, so you can book the appointment yourself.
  • Depending on your needs, you may be directed to one of our specialist clinicians, such as our Mental Health Practitioner, Clinical Pharmacist, or Physiotherapist. In some cases, you may be referred to a Community Pharmacy for appropriate care or advice.

What are the benefits?

  • Our main goal is to enhance the quality of care our patients receive.
  • Patients will receive timely care from the most appropriate healthcare professional for their needs.
  • Patients will be matched with the clinician best suited to address their specific health concerns.
  • Digital communication allows you to contact us from the comfort of your home or workplace—no need to travel to the practice or wait on hold.

What if I don’t have access to the internet?

  • Patients who do not have access to the internet or need help completing the online triage form can call our reception team for support.
  • A member of the team will complete the form on your behalf, and it will be processed in the same way as online submissions.

Can I still book an appointment in person?

  • From 29 September 2025, all routine appointment requests will need to be submitted via a triage form so they can be appropriately assessed by a clinician.
  • To help us manage care more safely and efficiently, we will no longer be able to accept walk-in requests from this date.

What if I need a little extra help?

We will be offering training sessions in the lead up to the launch of our new system.

These sessions are designed to help patients understand how the system works and feel confident using it.

More information about these sessions will be available soon.

How Can You Prepare for This Change?

  • If you haven’t already, we encourage you to download the NHS App on your mobile device. You will be able to complete the online triage form by going to the ‘Services’ section and selecting ‘Contact your GP about a health problem’. The form will be pre-filled with your details, helping to save you time and make the process quicker.
  • Visit the Accurx Patient Website to learn more about the online form and total triage.
  • Please make sure we have your current mobile number so we can contact you quickly with updates, appointment information, or important messages.
  • If you’re unable to complete the online form, our reception team is here to help. We will support vulnerable patients and those without internet access by completing the form on their behalf, ensuring everyone can access the service.

We will be sharing more information in early September about how to request an appointment under the new system.

For now, more general information can be found here: Care navigation and triage in general practice