TOTAL TRIAGE – JULY 2025!
Total Triage – digital system launches at Summercroft Surgery
We are writing to share some exciting news about a significant change to the appointment system at Summercroft Surgery, we believe this will improve our services and how they are delivered to you, our patients. Demand for appointment has increased hugely in recent years and we, like other Bromley surgeries must address the issue of capacity, to maintain patient satisfaction and safety whilst aiming to give everyone fair and equal access to care.
Therefore, from the 16th of July 2025 – we are moving to a Total Triage System
How does this new system benefit the patient?
We understand that change can sometimes be difficult, but we are confident that Total Triage will bring many benefits to you, our patients – such as:
- Addressing Clinical Need – patients will be seen based on their clinical need not who contacted the surgery first. Urgent problems can be dealt with more promptly.
- Appropriate Clinical – patient get to see the most appropriate clinician to help them in a timely way, reducing wait times.
- There is no queue – no need to call at 8am or call back the next day.
- Convenience – using digital communication means that you can engaged with us from the comfort of your home or workplace.
- Help others – Digital access will mean phone lines are far less busy so those without a smartphone or computer are able to contact the surgery easier by phone.
So how does the Total Triage process work?
The new way to obtain a GP appointment will be to complete an online request as you do now, with as much information as possible so that it can be triaged appropriately. Only submit one medical issue per triage form. The request will be received by a GP in the first instance, and you will hear back from the surgery within 2 working days with the outcome of your request.
If you are housebound and think you may need a home visit, please telephone the surgery before 11am Monday – Friday.
Access to the online forms is from 7.30 am till 6pm and can be found at (please see below)
- Our website home page https://www.summercroft.net “contact us online”, click submit a request, select “ I want help with a medical issue”.
- If you are unable to submit your query online our receptionists can submit it on your behalf by either telephone or face to face at the surgery. Additional support is available for patients unable to use online resources.
You will receive a response to your request sometime within 2 working days by either text, phone or email. Please ensure the surgery has your up-to-date contact details.
If we reach our safe working capacity, the system may be turned off for that day. If you can’t wait till the following day, please contact the surgery if you feel your need is urgent or call 111.
Once received at the surgery one of our experience GPs will triage each request to decide which member of our healthcare team is best placed to help, the most suitable time frame for an appointment and whether this is best to be via telephone or in person or at one of our PCN hubs. Our expanding team includes GPs, physios, paramedics, pharmacy technicians, social prescribers, care co-ordinator and wellbeing coaches.
When needed, we may ask a few questions to help us priorities those patients who need more urgent care. The Duty Doctor will be available to see patients for any urgent “same day” problems that have triaged.
The system is also available for admin requestd between 8am till 6.30pm Monday – Friday from the 16th of July. These requests will be dealt with by a member of the relevant admin team and will respond within 5 working days.
As well as offering appointments, following assessment, you may be asked to use the pharmacy first scheme. Pharmacists can now assess many common conditions and, prescribe antibiotics if necessary.
Learn more at: https://www.england.nhs.uk/primary-care/pharmacy/pharmacy-services/pharmacy-first/
As we roll out these changes our receptionists will be here to guide and support patients and their families/ careers every step of the way until you/ they feel comfortable with the process over time.
Remember – Get repeat prescriptions and message via the NHS app. Download it now onto your smartphone or table.