New Total Triage System
Your Health Access 
We are excited to announce the launch of our new Total Triage System at St Stephens Medical Partnership. The GPs have been reviewing our process for booking appointments. Our aim is to enhance your experience and ensure you receive the right care, at the right time, with the right clinician.
From Monday 8th September 2025, a GP will be triaging all requests for appointments, including those for same day. You will still be able to book nurse appointments via our reception team
What is ‘Total Triage’?
Total Triage means that all patient requests for appointments or medical help are reviewed by a clinician before a booking is made.
Instead of calling to book an appointment with a Clinician, you now start by completing a simple online form using Total Triage.
What is a Total Triage form?
Total Triage is a secure online form where you tell us about your health concern including:
• Main symptom / complaint
• How long it’s been going on
• Any other relevant symptoms or background
It usually only takes 2–3 minutes to complete.
Why is the Practice doing this?
We are introducing this system to:
• Get our patients the right CARE, from the right CLINICIAN, at the right TIME
• Give Quicker Access to the Right Help
• Enable our GPs to Prioritise Urgent Cases
• Save You Time
• Improve Safety and Continuity
• Stop the 8am rush
How do I access the Total Triage form? Visit our website: https://www.ststephenssurgery.co.uk/
• Use the QR code displayed at the surgery
• Ask our reception team to send you a link by SMS
What happens after I submit the form?
Your request will be reviewed by a member of the triage team and they will decide the most appropriate action. You might:
• Be booked a telephone call
• Be sent a link to book a face-to-face appointment
• Receive a text message or prescription
• Be directed to pharmacy or self-care advice
You don’t need to phone us — we will contact you as soon as we can.
What if I don’t have internet access?
If you can’t complete the form for any reason:
• You can call us and our Reception Team will be able to complete the online form with you or call you back to complete the online form at a less busy time for the Practice.
• A trusted friend or family member can complete it on your behalf
• We can assist you in person if needed by completing a form in reception
Can I still call and speak to a doctor?
All requests must go through the Total Triage form first. This ensures fair and safe access to all patients. Once reviewed, the Clinician will decide whether a phone call, appointment, or another type of care is needed.
What happens if I miss a call from the doctor?
The doctor will always try and call a second time, so please stay near your phone if you miss the first call. If you miss two calls from the doctor, please call Reception at your earliest opportunity and they will arrange for you to re-book an appointment. Please note this may be for another day as your appointment may have been offered to another patient. You may be asked to submit a further request in this case.
Will this delay my care?
No. In fact, many patients are seen faster under Total Triage, because Clinicians can prioritise based on need rather than the order we were contacted.
What if it’s urgent or an emergency?
Total Triage prioritises care based on clinical need.
If you believe it is a medical emergency:
• Call 999 or go to A&E
• If urgent but not life-threatening, call NHS 111
Can I use the Total Triage for admin requests?
Yes, please continue to request the following via this platform:
• Sick notes
• Medication queries
• Referrals
• Test results
• Letters or reports
Can I speak to a specific Doctor?
Yes. We encourage continuity with a regular doctor, and as much as possible we try to accommodate specific requests.
How do I get an appointment with a member of the nursing team
Please continue to book nurse appointments with our Reception Team over the phone or in person at the surgery so that we can ensure the correct time is allocated to your appointment.
Is the information I give confidential?
Yes. The form is fully secure and the information goes directly to our clinical system. Only authorised members of the care team can see your submission.
How quickly will I get a response after filling in an online form?
Our triage system categorises each request by clinical need so that clinically urgent requests are prioritised quickly. We will always contact you by email or phone if received before 2pm with the plan on the same working day you complete the request.
Can I add ‘free text’ on the online form?
Yes. Once the form is completed you have an option to add free text – for instance by naming the Clinician you would prefer to support continuity.
I’m unable to take calls at a certain time/day. How do I notify you of my availability?
If your appointment is non-urgent, we will offer a range of appointments for you to choose from. If there are specific times of day that you are unable to take calls please note this at the end of your appointment request and we will try to accommodate this as much as possible. The clinician will always try and call twice on the day of the appointment.
I am housebound and would like a home visit, how can I request this?
Please complete the online form as usual and note at the end that you would like a home-visit.
What happens if there are no available slots via the self-book link?
We recommend booking your appointment at your earliest opportunity. If you are unable to use the link please call our Reception Team.
What if I don’t have an email address?
Please call our Reception team who will complete the form with you. Please note this may require a call-back to you at a quieter time.
What if I don’t have a mobile phone?
You will be contacted using the details provided on the form (email address or home phone).
What if I don’t want to answer a load of questions, I just want to speak to the doctor?
Sometimes it feels easier to just speak to someone directly. The questions help the doctor prepare and make sure nothing important is missed, so your appointment can be quicker and more focused. But if you’re really finding it difficult, please speak to our Reception Team.
It’s really urgent, I’m going on holiday tomorrow!
If it’s urgent and you’re going away, we’ll do our best to help quickly. Filling out the Total Triage form now can get your info to the clinical team straight away, so they can decide the best next steps for you before you go. It only takes a few minutes.
What will happen if the practice has reached a safe capacity on the day?
Total triage helps keep things safe for everyone and ensures the team can manage the most urgent cases properly. If your problem can’t wait, you’ll still be given advice on what to do next — like contacting NHS 111 or urgent care.
Will I receive a reminder about my appointment?
Yes. If we have a mobile number stored on your record you will receive a text message the day before to remind you of your appointment.