Improving Patient Access - Total Triage - Evening meeting report from 8th July 2025

We recently held an evening meeting to explain why the Warlingham Green Group of Practices (Including Chaldon Road & Whyteleafe Surgeries) has moved over to a 'Total Triage' method for patients to book a GP appointment.  The evening was very well attended by our local community and Dr Matthew Swain, a senior GP from Warlingham Green Medical Practice delivered the presentation and answered any questions raised.  Here are some of those questions:-

 

Can I still guarantee that I will see a GP at my own Practice?  - Yes you can, we will always try and offer you an appointment at the surgery you are registered at, but if all of those appointments are taken and you need to be seen urgently you may be offered an appointment at one of our other practices. 

What if I struggle with computers, how can I complete the form? – Please call our reception teams in the normal way and they will complete the form for you over the phone.

Is it a good allocation of surgery resources for a senior Dr to be doing the triaging? - Definitely, as each form needs individual clinical assessment along with judgement of what treatment is required.  Also, some requests can be dealt with straight away by them.

What if I don't want to say what is wrong with me? - Any information given is really important to enable the next steps of your care.  You may even be asked to supply more information if required to enable a satisfactory clinical decision can be made.

We used to be able to complete the form in the evening, why is there a restriction on when forms can be completed? - Forms are open from 8am to 4pm currently, although this is being reviewed.  This is to ensure that we still have time within the surgery core hours (8am – 6.30pm) to get patients seen that day if they need to be.

Did you consider using NHS App messaging service? - If you do send a request via this route we will receive it into the practice in the same way as we do by you using the form on the surgery website.

If I want to book a routine blood test do I still have to complete the online form? - Please request any routine Nurse or Blood test appointments by completing the 'Admin' form on our website, or calling reception in the normal way.  All forms are looked at on the day and assigned to relevant staff to deal with.

Will this encourage patients to call 111 or 999 instead? – Hopefully not as this should improve access as every request will be looked at almost immediately and patients will be offered an appointment that day if it is required urgently.

Do we have Drs with specialties? – Yes we do.  We have a list available to all staff triaging so they can direct patients to someone specific if deemed appropriate.

Are we working with local Pharmacies’? – Yes we are, Pharmacies can see a number of basic problems and they can also prescribe for these. We may suggest that you seek help from your local pharmacy or you can bypass us and go straight to them direct.

 

Here is some feedback from the people who attended the evening:-

‘Very informative thank you’

‘A really clear talk, very concise with a great effort to deal with any concerns. Great positivity’

‘Good clarity and well explained’

‘Presentation screen was too small for us to read – however most of the content was explained clearly’

‘Have not attended a PPG session before, but I have found it helpful and appreciate having the opportunity to offer input and ask questions’

‘Very informative & explained new system very well’

‘I have been using the online form for some time to order repeat medication and make appointments.  I find it very easy to use, and much more efficient than the previous system.  I can see how it will relieve pressure on surgery staff and provide a safe system of communication and treatment both for patients who are able to use digital forms and those who do not have this access’

‘Please let reception teams know they are doing an amazing job and they are very much appreciated, their uniform inspires confidence and looks lovely’

 

PLEASE NOTE:  Our Autumn/Winter 2025/26 Flu and Covid programme for those patients who will be eligible will start around the end of September and you WILL NOT need to complete an online form to access an appointment.  More information will be sent to those patients nearer the time.

 

Our next PPG evening talk is going to be on Tuesday 18th November 2025 at 7pm.  This will be presented by Julian Emmanuel a Consultant Endocrinologist from North Downs Hospital.

Published on 22 July 2025