You have spoken…. we have listened.
From Tuesday 1st October 2024 we will be changing our appointments system and operating a total triage system. If you are wanting to book a doctor’s appointment, we will ask you to submit an online form. Please note you may be asked to attend a face to face appointment on the same day. You will be able to access the form from the link below.
Appointment Triage Request Form Click Here!
Please note there are no changes to booking nursing appointments. Do not use the online request for requesting a nursing appointment.
What is Total Triage?
This means all requests for a doctor’s appointment will be assessed by our GP team to determine if the medical problem is urgent or routine based on the information you provide. The triage doctor/care navigation team will also consider if it would be more appropriate to signpost you to an alternative service such as a dentist, pharmacist, optician.
When can you submit a form?
You, a relative or carer can submit a form Monday to Friday from 7.30 am to 4 pm.
When will you get a response?
A triage GP will review all the online requests forms from 8.30 am. If the triage doctor assesses your request as needing a same day review, you will be offered an appointment or signposted to a suitable service.
We aim to respond to all routine requests the same day but requests submitted after 2 pm may not be processed until the following working day. Only contact the surgery if you have not had an outcome for your request within 48 hours.
It is important you provide as much information about your medical problem on the form. This ensures the doctor can assess your request appropriately. If the doctor requires further information, you may be sent a questionnaire asking for more medical information or asked to submit a photo of the problem area.
How will we contact you?
If, after the GP has assessed your form, you require a same day review our care navigators or triage doctor will call you. It is important you let us know your preferred contact number so we can contact you.
If your medical problem is for a routine problem we will send you a message with an appointment link to self book your appointment. If you are unable to receive messages, please let us know on the form so we can call you. If you experience any problems with link please contact the surgery.
What if I do not need an appointment?
You can still submit an online request for the following;
Letter
Fit notes
Test Results
Medication query
General admin enquiry
If you are unsure if you need an appointment or still not submitted a request which will be reviewed and actioned by your doctor. You will be contacted by the surgery regarding next steps/guidance/advice following your submission.
What if I cannot use a computer or don’t have a smartphone?
Our reception team will fill out a form on your behalf. We will also be running some drop-in sessions on how to complete a form online for those of you who may need some help. The drop-in sessions will be held at both Shaftesbury and Church View sites. The drop in sessions will be;
Monday 30th September 2024 – Shaftesbury Medical Centre (1:00 pm – 2:00 pm) Church View Surgery ( 12:00 pm – 1:00 pm)
Tuesday 1st October 2024 – Shaftesbury Medical Centre (12:30 pm – 1:30 pm) Church View Surgery ( 12:00 pm – 1:00 pm)
Wednesday 2nd October 2024 – Church View surgery ( 12:00 pm – 1:00 pm)
Thursday 3nd October 2024 – Shaftesbury Medical Centre ( 12:00 pm – 1:00 pm)
Friday 4th October 2024 – Shaftesbury Medical Centre (1:30 pm – 2:30 pm ) Church View Surgery (12:00pm – 1:00 pm)
How will you let me know when I have appointment if I don’t have a phone?
Please let our receptionists know if you do not have a phone and they will mark this on your request. We can arrange to call a relative or carer if you prefer, you can discuss all this with the receptionist whilst completing the form.
What about nursing and other healthcare appointments?
For all other healthcare professional appointments such as a nurse, please ring the surgery to book your appointment.
Why have we changed to a Total Triage Appointment System?
We recognise the frustrations our patients face being unable to call first thing in a morning or when they eventually get through all appointments have gone. We acknowledge our current system does not provide equitable access for all our patients as we have been working on a ‘first come, first serve basis’. By triaging appointments, a doctor will assess your need to enable us to direct you to the most appropriate service or health professional. All medical requests will be assessed by the doctor based on clinical need not on time of submission. This may mean you are offered an on the day, face to face, appointment; offered a pre-bookable face to face appointment within two weeks or directed to another appropriate health professional such as physio, pharmacist, social prescriber.