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Changes to How You Access GP Appointments

Introducing Total Triage from Mid-September

From mid-September, Worthing Medical Group will be moving to a Total Triage appointment system.

This change is designed to improve access to care, ensure patients receive the right support at the right time, and remove the need to wait on the telephone to book an appointment.

What is Total Triage?

Total Triage means that every patient request is reviewed by a clinician before an appointment is booked.

Patients will be asked to tell us about their medical or administrative request by completing a quick and easy online form through our website. The information you provide will help us understand your needs and ensure your request reaches the right team as quickly as possible.

Once reviewed, we will make sure you are directed to the most appropriate healthcare professional and offered the most suitable type of appointment or support.

Following review, we may:

Arrange a face-to-face appointment
Arrange a telephone appointment
Provide advice and information
Signpost you to a more appropriate service where suitable

We aim to respond to patients within 2 working days.

Why Are We Making This Change?

The move to Total Triage will help us:

Improve access to care for all patients
Remove the need to call at 8:00am to try and secure an appointment
Ensure appointments are allocated according to clinical need
Help patients see the right clinician first time
Manage increasing demand more effectively and fairly
Reduce long telephone wait times

What Is Changing?

From mid-September

Routine and same-day medical problems should be submitted using our online triage form.
Administrative requests can also be submitted through the online form.
If you cannot use online services, please contact the practice by telephone or visit us in person, and a member of our reception team will complete the form on your behalf.
If your problem is urgent, please contact the practice by telephone.
If you have a medical emergency, call 999 immediately.

Support for Patients Without Internet Access

We understand that some patients may not have access to the internet or may find online forms difficult to use.

If this applies to you, please contact the practice by telephone or visit reception, and a member of our team will be happy to help submit your request.

A Fairer Way to Access Care

We recognise that this is a significant change and that it may take some time to get used to. However, we believe Total Triage will provide a fairer, safer, and more efficient way for patients to access care and support, ensuring that those with the greatest clinical need are prioritised appropriately.