Why is the surgery making this change?
We have listened to your feedback, particularly regarding the frustration of getting through on the phone and the limitations of our first come, first served system.
Total Triage makes it easier to contact us and get the help you need. And it is fairer for vulnerable patients, or those who need care more urgently.
Every request is managed in the same way which means we can ensure you get the right care, at the right place and at the right time.
How can I contact the surgery?
From the 22nd of July 2025, the quickest and easiest way is to complete the form on our website at Nevells Road Surgery or on the NHS App. If you ring or visit the surgery, we will ask you to complete the same form.
What if I don’t have a smartphone or can’t use the internet?
You can still phone our Reception team or visit the surgery. A Receptionist will ask you some questions and fill out the form for you.
This means that it does not matter how you contact us, your request will be reviewed in the same way and as quickly as possible.
What happens once I’ve sent my request?
A GP will review the information you have provided and advise on the next steps.
- We may send you a text message asking for more information
- If you need an on-the-day appointment, our Reception team will phone you to book it
- If you need a non-urgent appointment, we will text you a booking link or arrange it over the phone.
- If there is a faster or more appropriate service for you, you may be offered this. For example, we may refer you to your local pharmacy, or to another service such as the First Contact Physiotherapist.
Is there a guide to using Total Triage?
Yes, please see the following step-by-step guides
How to submit a medical request
How to submit an admin request
I have more questions
Our Operations Manager (Andrew Poole) will be running drop-in sessions where the Total Triage system will be explained and you can ask any questions.
Some Patient Group volunteers will also be there to help you build your online confidence by showing you how to fill in the new form.
The dates of these drop-in sessions are:
- Thursday 10 July at the surgery at 6pm
- Thursday 17 July at the surgery at 6pm
Please do keep your eyes on the Nevells Road Surgery website as more information will be added during the lead up to the launch date of the 22nd of July.