Important Patient Update – Changes from 1st October 2025

From 1st October 2025, all GP practices in the UK must follow new requirements set out in the GP contract. We are required to make changes to the way our booking system currently operates (Total Triage). This means there are changes to how you will access appointments at Chase Meadow Health Centre.

Why this change is happening?

• The change is part of NHS England’s commitment to improving patient access.
• Contractual changes with the Government gp contracts.
• Many patients requests can be safely managed online, often with a reply within hours.
• This avoids long waits on the phone and ensures appointments go to those most in need.
• The system, known as Total Triage, is already used successfully in many other practices across the UK.

What does this mean for you, as a patient of Chase Meadow?

• Instead of phoning the practice directly, all requests for a GP and urgent appointments must be made using an online triage form.
• The form can be completed on a smartphone, the NHS App, or our practice website. Here, you will provide details about your symptoms or admin request.
• A senior clinician will review your form and decide the most appropriate next step.

How will we respond?

Once assessed, we will contact you to explain how your request will be managed. This may include:

• A face-to-face or telephone appointment with a GP or clinician.
• An appointment with an in-house physiotherapist or pharmacist.
• Signposting you to a more suitable service.
• Providing healthcare advice or digital guidance without the need for you to come into practice.

Support for patients

• If you cannot access the form online, our reception team will still be available by phone to help guide you through completing online form.
• Please note, there are no changes to booking appointments with our Practice Nurses, wound care, vaccinations, chronic disease reviews (diabetes, asthma, COPD), or the Minor Injury Service.

How to help us help you

To make sure we can triage your request effectively, please provide:

• How long you’ve had your symptoms.
• The severity and impact on your daily life.
• Any treatment you’ve already tried.
• Only include one problem per form.
• Keep your phone, email, and text details up to date so we can contact you with your preferred method of contact in a timely manner.

Appointment types available

• Same day – for urgent requests (we will contact you to confirm your same day urgent appointment).
• Within 1 week – for non-urgent needs.
• Within 2 weeks – for routine requests.

If our total triage system has reached maximum capacity, it may be necessary to temporarily suspend further appointments for that day. You will receive a message alert informing you that we have reached our limit for the day and to please resubmit at 08:00 the next day or advised to contact 111 or 999.

Out of hours

• Total Triage is open Monday to Friday during our core hours which are 08:00 – 18:30. Please note you will not be able to submit an urgent online consultation after 17:00 or outside of our core times.
• For advice when we are closed, please contact NHS 111, or call 999 in an emergency.

Message from your practice

Our patients are at the heart of everything we do. We want to ensure you feel supported as we move through this time of transition. These changes are as new for us as a practice, as they are new for you as our patients.

We anticipate there may be some challenges along the way, but we’re confident that together we can embrace these changes positively and continue to provide the best possible care for our community.