In line with government guidance, we are launching a new system to help with our patient demand. As of Monday 3 February 2025, we’re introducing a Total Triage Model to improve patient access. This new model will allow patients to be given an appropriate appointment within the best appropriate time frame. Instead of ringing the practice, from Monday 3 February ALL patients who request an appointment will be required to submit an online request via Patchs.
An appropriate appointment is with the best and most suitable clinician within the right timeframe based on the issues that have been shared with our team at the time of requesting the necessary care. The practice employs a multi-disciplinary team consisting of GPs, an Advanced Clinical Practitioner (ACP), Nurses, Pharmacists and other Allied Health Professionals such as First Contact Physiotherapist and Mental Health Practitioners, appointments will be booked with the most suitable clinician for that condition. Therefore, it is very important to ensure that when you are completing the online request form you give the most accurate information and answer with as much information as you can.
This approach has been developed and will continue to be reviewed by our team of clinicians and the wider practice team. With the rising demand and growing practice population, we hope this new way of working will improve the patient journey by reducing the call queuing times, the DNA (did not attend) rate and increase appointment availability.
Our aim is to respond to all online requests within 24 hours of your online submission, however if your need for an appointment is more urgent, following your questions, you may be contacted the same day (Monday to Friday).
For patients that are elderly (over 75) or vulnerable, we encourage you to contact a family member or carer to support you to complete this form, however if this is not possible, you can contact our patient care advisers via phone throughout the day, our opening hours are 8am to 6:30pm. The admin team will then ask you a series of questions and will complete the Patchs form on your behalf.
Keynote, this process will not be applicable to patients residing within a care or residential home. Please continue to follow existing processes.
When the practice reaches its full capacity, and we have no more appointments to offer, you may be advised to contact 111 or submit a request the following day. This has been put in place to support the practice when we reach full capacity.
Key Guide to help you navigate Patchs: