News and Practice Updates

Online Triage Update

Helping us help you – using Online Triage appropriately

We have recently introduced our new online booking system to meet the contractual ask of the Government. We wanted to give you an update around the system, the effect on the services we deliver and some minor changes.

Recently, the number of requests coming through our online triage system has increased significantly, and this is affecting our ability to offer an effective service.

Many requests we receive are:

• Not related to GP care
• Submitted on a Monday which is becoming unsafe

When this happens, it can delay care for patients who need urgent medical help.

 Help us by spreading requests across the week

Mondays are consistently our busiest day. If your problem is not urgent, please consider submitting your online triage request later in the week. If the number of requests on a Monday continue at the same rate, we will be forced to close the system to all patients once we deem it unsafe.

 Please use online triage for:

• New or ongoing medical problems
• Advice about symptoms
• Medication queries related to your GP care

Please do not use online triage for problems better managed by:

• Pharmacies (minor illnesses, medication advice, acute suspected UTI’s
• Dentists, opticians, or other specialist services
• Minor Injuries Unit (Fractures, acute wounds and other minor injuries)
• Urgent Medical issues such as suspected heart attack, strokes or heavy bleeding.

What this means for you

Using online triage appropriately helps us:

• Respond more quickly to medical problems
• Keep patients safe
• Protect the service so it remains available for everyone

Gentle Reminder

If your problem is not urgent, please consider submitting your online triage request later in the week rather than on a Monday. Spreading requests helps us respond more safely and fairly to everyone. Once your request is submitted, please do not follow up with a phone call, your request is in the system and will be dealt with.

 

 What to use instead of online triage

If your problem is…	Please use…	Examples
Minor illnesses or self-care advice	Your local pharmacy	Coughs, colds, sore throat, hay fever, mild rashes, stomach upset, constipation, diarrhoea, simple pain relief
Medication advice (non-urgent)	Your local pharmacy	Side effects, missed doses, over-the-counter treatments, advice on how to take medicines
Dental problems	Your dentist	Toothache, gum pain, lost fillings
Eye problems	Optician	Red eye, eye pain, vision changes
Administrative requests	Practice admin team / website	Fit notes already requested, chasing letters, insurance forms
Acute Minor medical issues not needing continuity of care	NHS Walk in Centre	Worsening symptoms, urgent concerns when the practice is closed
Immediate or life-threatening emergencies	999 / A&E	Chest pain, breathing difficulties, signs of stroke, collapse
Non-Life-threatening Injuries.	Minor Injuries Unit RHH	Injuries such as suspected fractures or wounds

 

 

Published on 23rd Jun 2026