Appointments

We have started to operate using a total triage system for GP appointments. This innovative approach is designed to ensure you receive the highest quality of care in the most efficient manner. Total triage allows our dedicated team to promptly assess your needs and provide you with the appropriate guidance, whether it’s scheduling an appointment, offering expert health advice, or connecting you with the right specialist. Your health and well-being are our top priorities, and we are confident that total triage will greatly enhance your experience with our practice.

Please use our website or NHS apps to fill out the online triage form. If you find it difficult to use a computer or smartphone, please call reception on 020 8883 8214 or visit us in person and our receptionists will fill out the form for you. All requests will be assessed by our GP team. Thank you for your understanding.

To access the online triage form, please click  here.

If you have any feedback, please email us at rutlandhouse.surgery@nhs.net 

Patient satisfaction is important to us and we highly value your feedback!

What is total triage?

 Total Triage introduces three essential components: 

• Care Navigation: We request that patients contact us via our website where they will be asked to complete a new, shorter online questionnaire when making a request.This process will allow us to assess your needs and ensure that you are directed to the most suitable person to care for you. This has been shown to utilise skills and resources across the whole practice team more appropriately. Some patients will be signposted to a suitable local service by our reception team, but most patients will have their questionnaire reviewed by a GP.   
• Total Triage: One of our experienced GPs will review each patient request to decide which member of our healthcare team is best placed to help, the most suitable time frame for the appointment and whether this is best suited to be via telephone or in person at the practice. As well as offering GP appointments, following GP assessment, some patients will also be directed to other clinicians in the practice. By ensuring that patients reach the right person in a timely way, our clinicians will be available to answer your questions, provide clinical advice, and offer prescription renewals much more efficiently than before. 
• Face-to-face Appointments: We understand the importance of face-to-face appointments for many patients. Total Triage ensures that the practice makes the best use of these, with GPs and other clinicians. Often telephone consultations work well both for patients and clinicians, and we now have excellent facilities to view photographs sent from your mobile phone which are extremely helpful to support best care. 

Why are we making this change?

• We aim to get you the right care at the right time and total triage will help us with this 
• This will reduce the 8am rush on the telephones and at the reception
• Total Triage has been shown to reduce waiting times and it enables us to attend to your medical needs more promptly. By using remote consultations, where appropriate, we can free up face to face appointments for those patients that need them
• The aim of this is to provide patients with the appropriate care and ensure they see the right clinician 

How will this change benefit me?

Our new Total Triage system is designed with your well-being in mind:

• Prompt Attention: Decreases waiting times, so your medical needs are addressed quickly.
• Less Stress: Reduces the 8am rush on phones and at the reception desk.
• Right Care, Right Time: Ensures you receive the appropriate care when you need it.
• Convenient Consultations: Offers remote consultations when suitable, freeing up in-person appointments for those who need them most.
• Personalised Care: Ensures you see the right clinician for your specific needs.
• Reduced Call Waiting: Significantly lowers call waiting times, making it easier for you to reach us.

What happened after I submit a medical query to the surgery?

• All requests will go to our GP-led triage team. 
• We will respond the same day 
• The triage team may ask for more information via text message or phone call
• A member of our team will then phone you or text you to let you know the outcome

How do I submit an admin query?

• Requests for sick notes, doctors’ letters, test results or chasing hospital appointments must also be done using the online form. 

What if I don`t have internet access or struggle to complete the form?

• Our reception will remain open for anyone who cannot complete the form
• We hope to support patients and their families/carers to get used to the new way of contacting the practice and to become comfortable with this over time 
• We will, of course, provide additional support to those patients who are unable to use online resources

Will I get an appointment quicker if I speak to reception instead?

• You will not need to contact reception at all to access care. 
• The reception team will no longer be booking GP appointments for patients directly. Instead, they can help you make your request if you are unable to do so yourself. 
• Whichever way you contact us (online, in person or over the phone), all requests will go into the same ‘triage’ queue. 

For further information or help completing an online triage form, please click here  

Alternatively, for a short video on how to do this, please click  here 

At What Times Is the Online Triage Available?

You will be able to submit your requests from 8am and 2pm, and they will be read on the day. We will close online triage once we have reached our maximum capacity for the day. If you have a medical emergency, please call 111/999 or visit your local hospital.

Do I need to fill out the online triage form for nurse, HCA, and pharmacy appointments?

Please note that HCA and Nursing appointments do not require an online triage form to be completed, and these will still be booked over the phone.

For non-urgent issues, please follow the guidelines below and choose the right service. An appointment may not be necessary.

Bilingual advocacy/ interpretation services are available for patients who do not speak English. Please let one of our receptionists know that you will need an advocate/interpreter when booking an appointment and they will be happy to assist you in booking one in.

Book an Appointment

Sign Up for SMS Reminders

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Chaperones

You are very welcome to be accompanied by a trusted friend or relative at your consultation if you wish.

Read our Chaperone Policy