Total Triage

No need to phone at 8am anymore

• You will no longer need to call exactly at 8am to secure an appointment.
• Whether you contact us online, by phone or in person, your request will go through Anima, our secure online consultation platform.
• Every request will be reviewed by our triage clinicians, who will determine the most appropriate next steps. This helps us understand your needs quickly and ensures you receive the right care in the right way - no matter how you get in touch.

How to contact us

While the way we manage your request is changing, the ways you can contact us remain the same.

Anima via our website (recommended)

The quickest and easiest way to contact us is through Anima on our website:

Contact us online with Anima

• No account is needed – just click the link and follow the steps.
• Our Patient Service Advisors can help if you need support.
• Using Anima helps you avoid the busy morning rush on the phone lines.

By phone or in person

If you don’t have internet access or a smartphone, you can still:

• Call us on 01480 406 677
• Visit the practice reception

Our Patient Service Advisors will complete the Anima form with you by asking a few simple questions to record your request.

What happens after you have contacted us?

• Our triage clinicians will review your case during surgery hours and decide on the best next steps.
• We aim to respond within 24 hours.
• If we need more information, we may send you a text message with a link so you can provide further details.

Depending on your needs, next steps may include:

• A same-day appointment for urgent cases
• A routine appointment for non-urgent issues (with your GP or another appropriate clinician)
• A referral to local services
• A prescription renewal
• Appointments are allocated based on your needs. For example, a doctor may see you for general health concerns, a physiotherapist for musculoskeletal issues, or a nurse for long-term conditions such as asthma or diabetes.

Why are we introducing Total Triage?

Previously, appointments were given on a first-come, first-served basis, which sometimes meant urgent or vulnerable patients had to wait.

With Total Triage, every request is reviewed so we can prioritise based on clinical need. This approach:

• Makes access quicker and fairer
• Improves continuity of care
• Removes the pressure to phone at exactly 8am

Where to find more information

• Follow our Facebook page for updates
• Call us after 10am on 01480 406 677 to speak to a Patient Service Advisor
• Visit your practice to see our Total Triage information display and pick up a leaflet

Published: Aug 27, 2025