**EXCITING NEWS**

We are always reviewing our appointment system to see how we can make better access for you, our patients, and for the surgery team. You may have read that NHS England are asking all GP Surgeries to provide online access to enable patients to contact their GP using a simple form. 

We are planning to commence this service on Monday 15^th September. We are feeling really positive that this will improve access and stop long wait times on the telephone at 8.30am.

Change always take time to settle in and we are here to help you. 

Questions or Concerns?

If you have any questions about the Total Triage system or need help navigating these changes, we are holding a series of workshops on Thursday 14^th, 21^st, 28^th August and 4^th September between 1-2pm at our Hanover Medical Centre, 100 William Street, Sheffield S10 2EB,  or please telephone the surgery and ask to speak to the Practice Manager who will be happy to answer any questions or ask for the email address.

We are very keen not to exclude any of our patients and there will always be an option to call us or come into surgery, we will then fill the form in with you. 

What is Total Triage?

Total triage is a new approach which is recommended by NHS England to improve access to Primary Care services. This should improve the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs, and that this is done in a timely way.  This will enable us to ensure patients can be treated for acute queries sooner and pre-bookable appointments can be arranged for ongoing care related issues.  

Why Change? 

• It will help reduce the telephone queue.
• It will help match our capacity to patient need.
• It can help prioritise patients who need help most urgently.
• It will ensure that patients will be seen by the most suitable clinician at the right time for the condition that they have. 

How does it work? 

• You will make contact via an online form accessed via our website or the NHS App. Please note that it will not be possible to submit an online triage request outside core hours, at the weekend or bank holidays.
• If you are unable to complete the form, a family member or friend can do it for you.  
• The form asks you to describe your medical problem, how long you have had these symptoms and how you would like help.
• The request will be read by a clinician and will be answered directly or assigned to the most suitable colleague. 
• If you require a Home Visit please request this before 10.30am and ensure when completing the online triage form or call our reception team to have one filled out, it is important that you give us a working telephone number and state that you feel you need a visit. The doctor may phone you back to discuss the problem and decide if a visit is the most appropriate action or not.
• If you aren't able to use online services you can still call us, and we’ll assist you with the triage process over the phone. These will be processed in the same way and timescale as forms submitted directly online by yourselves.

What information will I be asked for in the form?

• You will be asked for more information about your medical problem, the more information you can give us the better. There is plenty of space for you to write.
• More information on how to fill the form in can be found in the video below.

What Happens Next?

After you contact us, our clinical team will review your needs and guide you to the most appropriate care pathway. This might be:

• A face-to-face appointment
• A telephone consultation
• Self-care advice
• Referral to another appropriate service

We hope that this new system will improve access to appointments.  We understand that digital systems aren’t comfortable for everyone. If you are not able to use online services, don’t worry – our team is here to help! 

Contact us if you need this information in a different language.