Total Triage
Dear Emmer Green Patients,
We wish to share some very exciting news about a significant change to our appointment system that will improve the way our surgery delivers care to all of our patients.
GP practices across Berkshire are moving to a ‘Modern General Practice’ model to make access to care and treatment easier for patients and help improve patient satisfaction. This is a national NHS project and all general practices must adopt the system by 1st October 2025.
From the 6th October 2025 we are moving to a Total Triage model.
What is Total Triage?
Total triage is a General Practice workflow where every patient contacting a practice first provides some information on the reasons for contact and is triaged before making an appointment.
All patient requests will be triaged by one of our experienced clinicians who will decide what the best course of action is. Where necessary, we might ask you to answer a few additional questions to help our clinicians prioritise those patients who need more urgent care.
You could be given a face to face or telephone appointment, you could have a reply from the Clinical Team with self-care advice or you could be signposted to a more appropriate service.
We will have three types of appointments:
- Same day – for emergencies (You will receive a self-book link or a member of staff will contact you to book the appointment)
- Within 7 days – for patients that need to see or speak to a healthcare professional soon, but not urgently (You will receive a self-book link to book your appointment)
- More than 7 days – for routine appointments (You will receive a self-book link to book your appointment)
The main purpose of the Total Triage model is to:
- enhance the quality of care our patients receive
- ensure they are given the most appropriate appointment or advice to meet their needs
- communicate with patients in a timely way
How does it work?
All patients need to submit their request via the surgery’s website. This will be live on our website from the 6th October by clicking the appointments box and by filling the ‘I have a health problem’ form.
Ideally, patients will submit their own request however we appreciate that this may not be possible for some patients. If you are unable to use or access the online form then please contact the surgery in the usual way and we will complete the request for you, which will be added to the triage list to be reviewed by the Clinical team.
After the Clinical team review your request, you will either receive a call to be offered a same day appointment, receive a self-book link or you might receive a message with advice from the clinical team.
Please note that in order for the clinical team to triage your request in a timely manner it is very important to provide detailed and accurate information about your symptoms.
For example, if a patient has a cough, it would be much easier for the clinical team to triage the request with the following information: ‘I had a cough for 10 days. I have already used over the counter medicine, but it is not helping and in the last couple of days my cough has been worsening, and it feels more chesty. I also have a high temperature.’
If the information given is less detailed, such as ‘I had a cough for 10 days’, it makes it harder for the clinical team to triage, and we will ask you for more information.
The Total Triage service will be open Monday to Friday during our working hours.
During the weekend or bank holidays please continue to use the 111 service or call 999 for life threatening emergencies.
How does this benefit you?
We know that change can be difficult sometimes, but we are confident that Total Triage will bring many benefits to our patients – for example:
- Total Triage has been shown to reduce waiting times, and it enables us to attend to your medical needs more promptly.
- Using digital communication will mean that you can engage with us from the comfort of your home or workplace.
- Triage ensures that limited healthcare resources are allocated to patients who need them most urgently.
- Total Triage will address the increasing demand for appointments and reduce the frustration of having to call and be in a long queue at 8am.
If you have any questions or concerns our team is here to guide and support, you.
Thank you for supporting us with this new project.
The Emmer Green team