Digital Triage Service

From Monday 16^th September 2024, Burvill House Surgery will switch to a “total digital triage system” where all requests for appointments will be submitted online. This system has been implemented successfully across the country with excellent feedback regarding accessibility, patient choice and continuity. This change will allow the practice to prioritise patients based on their clinical need and will ensure faster care, improved continuity and better outcomes for our patients.

Why is the system changing?

To enable a fairer system which allows better continuity of care and removes the waiting times on phones.

How will the system work?

All patients requesting an appointment must submit an online consultation form from our website or using the NHS App which will then be assessed and prioritised by our GPs within 1 working day.  We aim to respond to every submission by text or phone within 24 hours telling you what will happen next, and we guarantee to respond within 48 hours, excluding weekends. We ask that you provide as much information as possible, including whether this is a new or ongoing issue. If ongoing, it is helpful to include the name of the clinician who has been dealing with the problem to aid continuity of care. You may be offered an appointment within a very short turnaround time so you will need to ensure you are contactable.  If further information or clarification is needed by the GP, we will contact you.

What about patients who find it hard to use the Internet?

Our friendly reception team will be available to talk you through how to use the system over the telephone if you are unsure but please visit our website and select submit an online request, the form is very easy to use and there is no login or password required. For patients truly unable to use the online system and who do not have a family member/friend/carer who can submit an online request on their behalf, the reception team will complete the online consultation form on their behalf by taking the details over the phone. This request will then be submitted, assessed and responded to in the same way as described above.

Administrative queries

The online consultation system must also be used for your administration queries such as requesting a sick certificate, test results, requesting repeat prescriptions and any other administrative query you may have. 

When is it open?

Online submissions for clinical queries will be available from 8am until 12noon and 2pm until 4:30pm Monday to Friday. If you have a medically urgent concern between 4:30pm and 6:30pm, please call the practice where you will be advised of an appropriate course of action. Online submissions for administrative queries will remain open 24 hours a day, 7 days a week.

For information regarding booking nurse appointments please go to the appointments section on our website.

We appreciate your co-operation and patience during this change, which will benefit both our valued patients and the practice. We are confident that the new system will ensure better and fairer access for all our patients, allowing us to provide a responsive, safe service for all.