Total Triage
Chelsfield Surgery will be operating a Total Triage system from 29th September 2025. We have adopted this system in response to the new government rules which means we must handle all patient enquires throughout our core opening hours. This is to help with our prolonged waiting times on our phones, lack of capacity for appointments and our clinicians feeling that patients who have a greater need could not obtain an appointment. This will ensure all our patients are seen by the most appropriate clinician whether this will be a GP, Advanced Clinical Practitioner, Podiatrist, Physiotherapist etc.
Our online consultation platform that we will be using for Total Triage is Accurx. Patients will be able to submit online consultation requests through our website, for patients who are unable to complete an online form you will still be able to call the surgery or attend the surgery, and a member of our reception team will complete an online form on your behalf which will then be sent for triaging. Please note that our reception team will need to ask questions when completing the form and it is advised to give as much detail as possible when answering.
Our online consultation platform will be open from 08:00-18:30 from Monday to Friday. We would advise patients that if you submit a form from 16:30 onwards Monday to Friday which you feel is urgent, you may be advised to contact 111 or attend an urgent care centre, so we kindly ask only routine matters are submitted after this time.
All triage forms will be triaged only by our GP’s as they have a depth of knowledge to assess these safely and efficiently as possible. You may receive a further form requesting more information to enable the GP to triage effectively. They will then advise a co-ordinator who will be a member of our admin/reception team who the most appropriate clinician this patient should be booked with for an appointment. Patients will be informed directly by our reception team regarding booking an appointment. This could be via telephone call or text message, we will also have booking links to send out so you will not need to contact the practice to book an appointment as you will be able to book your own appointment with the best appropriate clinician.
The benefits to this new system will be that our GP’s will be able to triage and the patients who have the greatest needs are being seen by the correct clinicians within the correct timeframe.