Starting 10 December 2025
What is “Total Triage”?
From 10 December, all requests for GP appointments at Northgate Surgery will be reviewed (“triaged”) by a doctor. This ensures every patient is treated fairly and assessed on clinical need — not on the time or method of contact.
Why are we introducing this system?
Total Triage helps us make sure patients with the most urgent problems are seen first. Instead of first-come, first-served, we prioritise based on clinical need. This leads to safer, fairer and more efficient care for everyone.
Why we encourage you to use the online form
Using our online form is the quickest and easiest way to request help:
• No waiting on the phone
• Submit your request at a time that suits you
• Information goes straight to the the clinical team for review
• Keeps phone lines free for those who cannot use the internet
Online medical queries: 07:30–18:30
Online admin/routine queries: 24 hours a day
Whether you request help online or by phone, every request is triaged in exactly the same way by a GP.
How does the system work?
1. You submit a request – online or by phone.
2. A GP reviews the information you provide.
3. We contact you with the appropriate next step, which may include:
• a face-to-face or telephone appointment
• advice
• tests or investigations
• referral
• direction to a more suitable service (e.g., pharmacy)
All GP appointment requests are triaged.
The only appointments that do not go through triage are routine nursing appointments, such as:
• long-term condition reviews
• blood tests
• cervical screening (smears)
These can continue to be booked as usual.
How do I request an appointment or medical advice?
Online (preferred)
Use the request form on our website or access it through the NHS app. It is fast, easy and available. Here is a QR code link for the form:
• Medical requests: 07:30–18:30 Monday – Friday (Not weekends or Bank Holidays)
• Admin/routine requests: 24/7
You can also read a step-by-step guide here:
Telephone
If you cannot access the online form, call the surgery. Our reception team will ask the same questions and complete the form on your behalf.
Types of requests you can make online
When using our online form, you will be asked to select one of two options. Choosing the correct option helps us direct your request quickly and accurately.
1) “I have an admin or routine care request”
Choose this option for non-medical issues or routine care that does not require GP triage. Selecting this option allows you to:
• Request your repeat prescription
• Request a fit (sick) note
• Request a routine care appointment (e.g., long term condition reviews, vaccinations, smears)
• Follow up on test results (blood tests, scans, etc.)
• Ask questions or get an update on a referral
• Request any other administrative or non-clinical information
Admin and routine care requests are open 24/7, and our team responds during working hours.
2) “I have a health problem”
Choose this option if you need help regarding a medical issue, new symptoms or a worsening concern. You will be asked to provide:
• A description of the problem (with the option to attach up to 5 photos)
• How long symptoms have been present and whether they are improving or worsening
• What you are most worried about
• How you would like the GP practice to help
• Times you are not available during opening hours
Please put in as much information about your symptoms and concerns as possible e.g. what it feels like, how severe it is, how long it has been present, is it getting worse, have you had it before. All this information will help the GP triage your request so that you get the care you need promptly. If the GP requires additional information to decide how to help you, they will contact you. Medical requests are reviewed by a GP throughout the day as they come in and are available online 07:30–18:30.
What happens after I submit my request?
Your request is sent straight to the clinical team. A GP will be reviewing medical requests throughout the day as they come in.
• If your medical problem is identified as needing to be seen the same day, it will be prioritised.
• Patients with the highest clinical urgency will be contacted promptly and informed when they will be seen.
• Less urgent issues may be offered a routine appointment, telephone consultation, advice, tests, or another appropriate service.
This process ensures everyone receives care in the right timeframe, based on clinical need — not on how or when they contacted the surgery.
For life-threatening emergencies, always call 999.
For urgent needs outside opening hours, use NHS 111.
Requesting on behalf of someone else
There are some situations where it is appropriate for a person to submit a request on behalf of someone else. You are given the option of completing the form for yourself or someone else. You may complete an online request or contact the practice for another person when:
• A parent or legal guardian is making a request for their child
• A carer is supporting an adult who has disabilities, cognitive impairment, or other difficulties that prevent them from making a request independently, and the patient has given clear consent where they are able to do so
In these circumstances, the triage process and clinical assessment work in exactly the same way as if the patient had submitted the request themselves.
What if I come to the practice in person to request an appointment?
If you come into the practice to ask for an appointment, a triage request will still need to be completed.
Our reception team will offer you two options:
1. They can ask you the same questions and complete the triage form for you, or
2. You can complete the online form yourself using your own device.
This ensures that all requests—whether made online, by phone, or in person—are processed fairly and consistently and triaged by a GP in the same way.
Can I still phone or walk in to book?
Yes — but your request will still go through GP triage as described above. Using the online form reduces waiting times and keeps phone lines available for those who need phone support.
What about routine nursing appointments?
Routine checks such as long-term condition reviews, blood tests and smears do not require triage and can be booked as usual.
Blood test appointments are only available if the surgery or a hospital specialist has asked you to book the appointment. The hospital specialist needs to provide you with the request form. We are unable to take blood tests for specialists who work at hospitals other than Queens Hospital Burton or The Royal Derby Hospital. This is because all blood tests taken at the surgery are processed at these hospital labs and are only available to view on their clinical systems. If you see a specialist at another hospital, e.g. County Hospital or The Royal Stoke, they are unable to access and see the blood results taken at the surgery.
What if I don’t have access to the internet?
Call the surgery and our reception team will complete the form for you. Everyone is treated equally regardless of how they contact us.
Will this help me be seen sooner?
Yes — patients with urgent needs are identified quickly, and less urgent issues are managed appropriately. You receive the right care, at the right time, with the right clinician.
Can I request a specific GP?
If continuity is important, please say so in your request. We will try to meet your preference where possible, but this depends on clinician availability. If your problem is triaged by the GP as urgent, needing an appointment that day, you will be seen by whichever clinician is available.
How will Total Triage benefit me?
• Fair access for everyone
• Faster response for urgent problems
• Reduced telephone waiting times
• More efficient use of appointments
• Safer, more appropriate care