Our Triage Service

At Burvill House surgery we employ a clinical triage system for appointments. This is to ensure fair and equal access to all of our patients. It enables us to prioritise care to those in most need, and offer greater continuity. We use an online service to take the pressure off the phones, so patients who ring can get through to our team easily.

How will the system work?

All patients requesting an appointment should submit an 'I HAVE A HEALTH PROBLEM FORM' online, which will be assessed by the triaging doctor. The doctor will make a decision based on your request and any additional information they may request from you. You should receive a same day response, this could include self care advice or redirection to a more appropriate service such as a 'pharmacy first' referral. Please be aware you may be asked to attend at short notice, for a same day appointment.

If you submit 'I HAVE AN ADMIN OR ROUTINE CARE REQUEST' form you should receive a response within 1 working day. This form is for a specific range of routine requests. Please be aware this is not continuously monitored by a clinician and you should not submit urgent requests or health problems on this form.

If you are unavailable on particular days, please state this on your form when asked for preferred contact times.

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

We understand that some patients may have difficulty accessing the internet. Our friendly reception team will be available to talk you through how to use the online form if you are unsure. If you are not able to go online, this is not a problem, just telephone reception and our team will submit a form on your behalf. Requests submitted in this way will be assessed and responded to in the same way as any online forms received.

Administrative queries

The online consultation system can also be used for your administration queries such as requesting a fit (sick) note, test results, requesting repeat prescriptions, routine care appointment (including medication reviews, vaccinations and screening), referral follow up, a doctor's letter and any other administrative query you may have.  This admin and routine care form should not be used for urgent health concerns as it it not continuously monitored by a clinician, and the response time is 1 working day (Friday requests may not be responded to until Monday).

When is it open?

Online submissions for clinical queries will be available from 8am until 12noon and 2pm until 4pm Monday to Friday.  If you have a medically urgent concern outside of these hours please call the practice where you will be advised of an appropriate course of action.

What about booking Nurse appointments?

Routine nurse appointments can be booked online via the same forms, or by telephone and will likely not need to be triaged by the doctor.  For more detail please go to the appointments section on our website.