Triage Access Leaflet

Total Triage 

To help reduce waiting times and ensure you are seen by the most appropriate healthcare professional in a timely manner, Montgomery Medical Practice has adopted a Total Triage system.

This means that all requests for an appointment with a doctor are reviewed by a doctor.

What is Total Triage?

All appointment requests for a GP are now reviewed by a doctor before being booked. This allows us to:

• Direct your query efficiently, ensuring you receive the right care from the right professional.
• Improve continuity of care by connecting you with the same clinician who has treated you previously, whenever possible.

Who Might You See?

We have a skilled team of healthcare professionals who may be better suited to help you than a GP, depending on your concern. These include:

• Physician Associate
• Practice Nurse
• Healthcare Assistant
• First Contact Physiotherapist

Care Navigation: Supporting Access & Reducing Pressure

When you contact the practice for an appointment, you'll be asked to complete an online form. If you don’t have internet access, our admin team will assist you by asking a few questions over the phone. This helps:

• Our trained reception team gather essential information for the doctor.
• Direct you to the most appropriate service — not always a GP — potentially offering faster and more effective care.
• Make it easier for patients who genuinely need a GP appointment to get one.

How to Request an Appointment:

• Accurx (online platform) – Quick and easy to use. Ideal for medical and administrative requests.
• Phone – For patients unable to use the internet.
• Email – For routine admin queries.

Tired of waiting on the phone? Use Accurx!

• Accurx is our online consultation platform
• Submit a medical or administrative request
• Please see the link below for a video on how to use Accurx.

Watch a video about how online triage works

What happens to my request?

• Medical requests are triaged by a GP, who will decide on the most appropriate action and timescale, which may include, telephone or face to face appointment, advice or signposting to another service.
• Urgent medical requests- we will respond to you as soon as possible
• Routine medical requests- we will respond to you within 2 working days
• Admin requests are reviewed by our reception team and directed to the most appropriate team member for action

Why we are making this change:

We’re implementing this system in line with new government guidelines, designed to:

• Make it easier to submit appointment requests.
• Ensure your needs are addressed by the right professional at the right time.
• Prioritise appointments based on clinical need — not just who calls first.