Total Triage – Patient Information
What’s New
At Church Street Partnership, we’re committed to providing safe, timely and high-quality care for our patients. In January 2025, we introduced online consultations for our 16,500 patients which proved a highly successful. Over the past year we’ve offered more than 70,500 appointments, with over 40% of patients receiving same day contact with a clinician.
Following careful review and discussion, we’ve now introduced a Total Triage model.
What is Total Triage?
Total Triage means that every patient request is reviewed by our trained team and assessed by a GP, who determines the most appropriate next step. This ensures patients receive the right care, at the right time, from the right person allowing us to respond safely and fairly to all patients.
Why are we using Total Triage?
Total Triage helps us to:
- Prioritise the most urgent patients
- Use all clinician appointments appropriately
- Maintain same-day contact, where needed
- Reduce the dreaded 8am phone queue
- Improve the overall patient experience
This approach is widely used across the NHS and supported by national guidance.
What do I need to do as a patient?
When you need medical help, advice or a prescription request, simply submit an online consultation via our website during surgery hours and wait for us to contact you.
What happens next?
Your online request is reviewed throughout the day by our trained team and triaging clinicians. Depending on your needs, we may
- Offer advice by message or text
- Arrange a telephone or face-to-face appointment
- Send a link to book a suitable routine appointment
- Direct you to another appropriate healthcare professional
Can I book my own appointment?
When appropriate, we may send you a booking link offering a choice of suitable appointments. This provides flexibility while ensuring appointments remain safe and clinically appropriate.
What if I don’t have internet access?
Our reception team can support you by offering clear instructions or submitting a request for those without internet access. Requests submitted with staff support are treated exactly the same way as those submitted online by patients. If you’re finding the change difficult for any reason, please let us know, we’re here to help.
Important to know
To ensure fairness and safety for all patients, all requests must go through the Total Triage process. Surgery staff cannot bypass the system. This allows us to provide safe, consistent care to our entire patient population.
