The Esplanade Surgery is Moving to a New System from Monday 6th October

From Monday 6th October, Esplanade Surgery will be introducing a new way of handling all requests, called a “Total Triage System”.

This simply means that every request you make will first be looked at by one of our GPs before we decide on the next step.

What does this mean for you?

Whenever you get in touch with us – whether it’s for an appointment, medical advice, a prescription issue, or anything else – you’ll be asked to share some details about what you need.

• A GP will then review your request (this is the “triage” part).
• The GP will decide the best way to help you. This might be (for example):

• A phone call or face-to-face appointment with a GP or another Clinician
• An appointment with another member of our healthcare team, such as a nurse, pharmacist or healthcare assistant
• Advice or support that doesn’t require a formal appointment

How can I make a request?

You can choose the way that suits you best:

• By phone – our reception team will ask you the triage questions and record your answers.
• In person at reception – if you prefer to come into the surgery, our receptionists will be happy to go through the questions with you.
• On paper – if it’s easier, you can complete a paper version of the triage form, which is available at reception.
• Online – you can submit your request digitally if that’s most convenient.

No matter which option you use, a GP will always review your request and we’ll contact you with the next step.

Why are we changing to total triage?

We know it can sometimes feel difficult to get the right appointment when you need it. Moving to a total triage system helps us to:

• Make sure every patient is directed to the right person quickly
• Use appointment slots more effectively so urgent issues can be prioritised
• Offer safe, fair and consistent access for everyone

What will it feel like in practice?

Here are a few examples to show you how the new system will work:

• If you phone us on Monday morning because you’ve developed a rash:

• Our receptionist will ask you a few simple triage questions about your symptoms.
• A GP will review this information.
• If the GP feels you need to be seen urgently, you’ll be offered an appointment that day.
• If it can be managed with advice or a prescription, we’ll let you know straight away.
• If it isn’t urgent but still needs to be checked in person, we’ll arrange a routine appointment for you.

• If you use our online form on Wednesday evening because your knee pain is getting worse:

• You’ll be asked to answer a short set of triage questions.
• A GP will review the information the next working day.
• If it looks like you need an in-person assessment, you’ll be offered a suitable appointment.
• If self-care or physio is more appropriate, we’ll share advice or signpost you to local services.

• If you call on Friday lunchtime about feeling low in mood and struggling to sleep:

• The receptionist will ask a few supportive triage questions.
• Your case will be reviewed by a clinician the same day.
• If urgent support is needed, we’ll arrange for you to speak to a GP or mental health practitioner.
• If it isn’t urgent, we’ll help you book the most appropriate follow-up appointment and share resources you can access in the meantime.

In every case, a GP will always review your request first and make sure you get the right care in the right place.