Quote / Testimonial:
TOTAL TRIAGE (updated 25-Mar-2025)
Total Triage was deployed Monday 15-July-24. Total Triage requests can be submitted using the NHS APP (details further down this page) or https://florey.accurx.com/p/K82079.
Testing has been performed successfully using the NHS APP and weblink.
The following eMail addresses have been retired and are unavailable for patient requests and all messages will be ignored (edlesborough.admin@nhs.net & edlesborough.dispensary1@nhs.net). All non-Medical patient requests must be via an Administration Total Triage).
Appointments CANNOT be booked by telephoning or attending the surgery they will be determined by clinical need after review of the Medical Total Triage request, no exceptions – this ensures fairness for all our patients. It will no longer be possible to book appointments via the NHS APP directly. The ONLY appointment type that can be booked directly are Phlebotomy (Blood Test) appointments.
Patients who do NOT have internet access (by way of examples no eMail address, WhatsApp, Mobile Banking APPs, etc.) can telephone the surgery and dictate their Medical or Administration Triage request -OR- complete the form themselves at either surgery. The surgery will be monitoring patients use of this method for triage request creation to determine whether it is being abused and / or digital services should be disabled.
INITIAL CONFIGURATION (we will review as the deployment proceeds):
• MEDICAL REQUESTS
Total Triage request submission is between 07:00 & 16:30 each working day to enable all requests to be triaged the day of submission. Outside these core hours signposting guidance will be provided. Please do NOT telephone the surgery as our team will not be able to ‘squeeze you in’ they will signpost you to the same resources as the Total Triage form.
There is a daily limit on the number of Medical Total Triage requests that can be submitted. Once the maximum number of Medical requests has been exceeded patients will be presented with a ‘capacity reached’ message and signposting guidance provided. Please do NOT telephone the surgery as our team will not be able to ‘squeeze you in’ they will signpost you to the same resources as the Total Triage form.
Our target is to respond to all Medical requests within 2 working days (including the day of submission) – our goal is within 1 working day.
IF your Medical request is considered Urgent/Acute the surgery will call you with your appointment time. IF you choose to refuse this offer of an appointment you will be signposted to NHS111 / Walk-in Centre and your Medical request will be closed. IF we have no on-the-day appointments you will be signposted to NHS111 / Walk-in Centre. Urgent/Acute medical requests are NOT held-over for the following day.
For some Medical requests you may be asked for further information before a decision is made whether an appointment is appropriate (or other advice) ensure this is responded promptly & accurately.
Non-urgent/Routine Medical requests will usually result in a Routine appointment booking link being sent (enabling the patient to select the most appropriate time/location).
Some Medical requests may result in patients being signposted to other services (e.g. Self-Referral, Pharmacy First, etc.).
• ADMINISTRATION REQUESTS
Total Triage request submission is between 07:00 & 16:30 each working day. Initially, request submission was 24/7 without limit however, it was being used for medical issues out-of-hours which is clinically unsafe.
Do NOT submit Medical issues through this route it will delay their action / review.
Our target is to respond to all requests within 4 working days (including the day of submission).
eMail (edlesborough.admin@nhs.net & edlesborough.dispensary1@nhs.net):
Submission of patient eMail requests CEASED Sunday 14-Jul-24. All patient eMail requests received after 14-Jul-24 will be ignored.
All non-Medical patient requests must be via an Administration Total Triage request.
TOTAL TRIAGE REQUEST SUBMISSION / FOLLOW UP:
Please ensure that you read / review the guidance as you navigate the Total Triage request during the creation process flow. Ensure that you receive a submission ‘successful’ message at the conclusion of the process.
A Total Triage request should be for 1 issue only.
Do NOT call our Reception teams when you have submitted your Total Triage request. We will contact you, depending upon the request type, within the timescales stated previously (see: Medical Requests & Administration Requests)
If you have NOT received an update after submission of your Total Triage request after 2 working days (Medical), 4 working days (Administration) please contact the Surgery.
TOTAL TRIAGE SUBMISSION:
NOTE: A Triage request can be submitted by the patient or on the behalf of another patient using these resources.
NHS APP (preference) – see further guidance in this post.
WEB https://florey.accurx.com/p/K82079 (please bookmark as a favourite)
Total Triage resources with QR codes: https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/Patient-Frequently-Used-Websites-QR-Codes.docx
NHS App:
accurx knowledge article explaining how to create a Total Triage request using the NHS APP (NOTE: It may be necessary to select ‘view all’ on the ‘Services’ page): https://support.accurx.com/en/articles/6592599-patient-support-how-to-submit-a-request-to-your-gp-practice-using-the-nhs-app
Queries regarding the NHS APP operation / functionality need to be directed to the NHS APP Support Team: https://www.nhs.uk/nhs-app/nhs-app-help-and-support/ the surgery are unable to answer technical queries associated with the NHS APP.
PREVIOUS INFORMATION (REFERENCE)
An introduction to Total Triage: assets.practice365.co.uk/wp-content/uploads/sites/615/2020/05/Total-triage-patient-facing-animation.mp4
Poster: https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/Contacting-Your-GP-POSTER-A5.pdf
Edlesborough Surgery Patient Frequently Asked Questions (FAQ): https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/ACCURX-Patient-Frequently-Asked-Questions-V3.pdf
FAQ Patient Support: A better way to contact your GP (accurx): https://support.accurx.com/en/articles/8608032-patient-support-a-better-way-to-contact-your-gp
Total Triage was deployed Monday 15-July-24. Total Triage requests can be submitted using the NHS APP (details further down this page) or https://florey.accurx.com/p/K82079.
Testing has been performed successfully using the NHS APP and weblink.
The following eMail addresses have been retired and are unavailable for patient requests and all messages will be ignored (edlesborough.admin@nhs.net & edlesborough.dispensary1@nhs.net). All non-Medical patient requests must be via an Administration Total Triage).
Appointments CANNOT be booked by telephoning or attending the surgery they will be determined by clinical need after review of the Medical Total Triage request, no exceptions – this ensures fairness for all our patients. It will no longer be possible to book appointments via the NHS APP directly. The ONLY appointment type that can be booked directly are Phlebotomy (Blood Test) appointments.
Patients who do NOT have internet access (by way of examples no eMail address, WhatsApp, Mobile Banking APPs, etc.) can telephone the surgery and dictate their Medical or Administration Triage request -OR- complete the form themselves at either surgery. The surgery will be monitoring patients use of this method for triage request creation to determine whether it is being abused and / or digital services should be disabled.
INITIAL CONFIGURATION (we will review as the deployment proceeds):
• MEDICAL REQUESTS
Total Triage request submission is between 07:00 & 16:30 each working day to enable all requests to be triaged the day of submission. Outside these core hours signposting guidance will be provided. Please do NOT telephone the surgery as our team will not be able to ‘squeeze you in’ they will signpost you to the same resources as the Total Triage form.
There is a daily limit on the number of Medical Total Triage requests that can be submitted. Once the maximum number of Medical requests has been exceeded patients will be presented with a ‘capacity reached’ message and signposting guidance provided. Please do NOT telephone the surgery as our team will not be able to ‘squeeze you in’ they will signpost you to the same resources as the Total Triage form.
Our target is to respond to all Medical requests within 2 working days (including the day of submission) – our goal is within 1 working day.
IF your Medical request is considered Urgent/Acute the surgery will call you with your appointment time. IF you choose to refuse this offer of an appointment you will be signposted to NHS111 / Walk-in Centre and your Medical request will be closed. IF we have no on-the-day appointments you will be signposted to NHS111 / Walk-in Centre. Urgent/Acute medical requests are NOT held-over for the following day.
For some Medical requests you may be asked for further information before a decision is made whether an appointment is appropriate (or other advice) ensure this is responded promptly & accurately.
Non-urgent/Routine Medical requests will usually result in a Routine appointment booking link being sent (enabling the patient to select the most appropriate time/location).
Some Medical requests may result in patients being signposted to other services (e.g. Self-Referral, Pharmacy First, etc.).
• ADMINISTRATION REQUESTS
Total Triage request submission is between 07:00 & 16:30 each working day. Initially, request submission was 24/7 without limit however, it was being used for medical issues out-of-hours which is clinically unsafe.
Do NOT submit Medical issues through this route it will delay their action / review.
Our target is to respond to all requests within 4 working days (including the day of submission).
eMail (edlesborough.admin@nhs.net & edlesborough.dispensary1@nhs.net):
Submission of patient eMail requests CEASED Sunday 14-Jul-24. All patient eMail requests received after 14-Jul-24 will be ignored.
All non-Medical patient requests must be via an Administration Total Triage request.
TOTAL TRIAGE REQUEST SUBMISSION / FOLLOW UP:
Please ensure that you read / review the guidance as you navigate the Total Triage request during the creation process flow. Ensure that you receive a submission ‘successful’ message at the conclusion of the process.
A Total Triage request should be for 1 issue only.
Do NOT call our Reception teams when you have submitted your Total Triage request. We will contact you, depending upon the request type, within the timescales stated previously (see: Medical Requests & Administration Requests)
If you have NOT received an update after submission of your Total Triage request after 2 working days (Medical), 4 working days (Administration) please contact the Surgery.
TOTAL TRIAGE SUBMISSION:
NOTE: A Triage request can be submitted by the patient or on the behalf of another patient using these resources.
NHS APP (preference) – see further guidance in this post.
WEB https://florey.accurx.com/p/K82079 (please bookmark as a favourite)
Total Triage resources with QR codes: https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/Patient-Frequently-Used-Websites-QR-Codes.docx
NHS App:
accurx knowledge article explaining how to create a Total Triage request using the NHS APP (NOTE: It may be necessary to select ‘view all’ on the ‘Services’ page): https://support.accurx.com/en/articles/6592599-patient-support-how-to-submit-a-request-to-your-gp-practice-using-the-nhs-app
Queries regarding the NHS APP operation / functionality need to be directed to the NHS APP Support Team: https://www.nhs.uk/nhs-app/nhs-app-help-and-support/ the surgery are unable to answer technical queries associated with the NHS APP.
PREVIOUS INFORMATION (REFERENCE)
An introduction to Total Triage: assets.practice365.co.uk/wp-content/uploads/sites/615/2020/05/Total-triage-patient-facing-animation.mp4
Poster: https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/Contacting-Your-GP-POSTER-A5.pdf
Edlesborough Surgery Patient Frequently Asked Questions (FAQ): https://practice365.co.uk/k82079/wp-content/uploads/sites/615/2020/05/ACCURX-Patient-Frequently-Asked-Questions-V3.pdf
FAQ Patient Support: A better way to contact your GP (accurx): https://support.accurx.com/en/articles/8608032-patient-support-a-better-way-to-contact-your-gp
