There are 3 ways to submit a request please see below for all 3 options:

Total Triage requests can be submitted via:

✅ NHS APP - Submitting requests via the NHS APP is quicker than using the website.
✅ Our website – https://www.grenosidesurgery.com/edit/appointments
✅ Or using this Direct Link https://accurx.nhs.uk/patient-initiated/c88054
The opening hours for the form for online or walk ins are currently 8am until 4.30pm Mon-Wed and Fri and 8am until 11.30am on a Thursday.

 
It will not be possible to submit requests outside of this period.

Contact us about your request if you do not have access to the internet our reception team will help you.

In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many ailments and you may be seen more quickly.

Practice Nurses and Healthcare Assistants also provide clinics on the management of long term conditions, undertake vaccinations, provide wound care and a range of other services.

Currently we have a prescribing nurse who specialises in diabetes.

Pharmacists

You may be booked in for a review with our pharmacy team depending on the nature of your call.

Physiotherapists

The surgery has access to a range of Physiotherapy Services.  You will be booked an appropriate appointment for this service based on a review or your conditions which include all musculoskeletal related issues.

If you would like to have a chaperone present during an examination please tell the receptionist at the time of booking the appointment.

Interpreter

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.

Regardless of whether your Total Triage request is an administration or medical issue you will be asked some initial safeguarding questions to ensure that the situation is not a medical emergency requiring NHS 111, 999 or urgent attendance at Accident & Emergency (A&E).

The number of Medical Total Triage requests will be capped each day to enable the triage teams sufficient time to review / process the requests. If Capacity has been exceeded a banner message will be presented together with alternative pathways to resolve your Medical issue.

It will not be possible to submit Medical Triage requests at the weekend or bank holidays.

The surgery communication can be Text (SMS) so please ensure you check your phone for replies regarding your request.

Total Triage is a model of care that encourages every patient who contacts the surgery to initially provide some information / reasons for making contact.

By implementing a simple process for all requests, we can provide faster care navigation, assessment, and response.

Patients submit their request online

(The reception team can complete the form on your behalf)

This then allows all requests to be in one place and in the same format.

Requests are triaged according to clinical need by a GP.

Patients will then be followed up with either of the following:

• Questionnaire sent via text  

• Appointment booking link,  to book an appointment

• Advice

• Telephone call

• Care navigated to Pharmacy/ hub or A&E

This triage process enables a needs-based model of care to be delivered. No One is disadvantaged by Total Triage.

It’s not always possible for patients to complete an online request themselves. Our Reception teams will be able to complete the online request form on the patient’s behalf in exceptional circumstances.

Appointments will NOT be given out without the (Total Triage) request being completed. Our Reception team will be unable to provide any Doctors appointments without the (Total Triage) request being triaged.

You will still be able to book appointments for the HCA and Nurse via reception.

If your issue is immediate / on-the-day (Acute) appointment, you will be assigned to any of the available clinicians.

If your issue relates to an on-going / long-term condition, we will make every effort to ensure your appointment is with the clinician that has been dealing with that condition ensuring a continuity of care.

If your issue is new you’ll be assigned an appointment with a clinician with the appropriate skills to address your issue.

Accurx have created a frequently asked questions page:

• https://support.accurx.com/…/8608032-patient-support-a… FAQ: Patient Support: How to view past messages via NHS login.

Accurx have created a frequently asked questions page:

• https://support.accurx.com/…/7007427-patient-support…

Help us help you

It’s important that you provide as much clear information as possible to ensure the GP can assess your clinical needs appropriately without a delay.

Examples Of Not Enough Information:

• I’ve had a breathing issue for a while
• My mental health is playing up
• I want to discus a problem with my arm
• My medication isn’t workin

What Information to provide

Provide Readings Where Possible

• Fever- what did the thermometer say.
• BP high – please tell us the number on the monitor
• Include Relevant medical problems / Name the drug you have a question about.

Where is the problem?

• Little finger/toe/lower stomach/elbow/middle of chest etc…
• What does it feel like or what are the symptoms?
• Sharp/dull/like labour/toothache – feeling sick, headache, snotty, sore throat, pain, dizzy, light-headed, breathless, wheezy, cough etc…

Helpful Examples

• I’m asthmatic, I have had a cough for 2 days with a fever and phlegm and I’m breathless.
• I have had back pain for many years, but it has got worse in the past 2 days. My leg feels weak
• I am 12 weeks pregnant and I have had stomach pains for 5 days
• I have suffered from migraines. I have had a headache for 2 months around my forehead and it’s not getting better. I have tried paracetamol.
• I am struggling with my mental health. I feel tearful and sad. I don’t feel suicidal.

If you are Housebound and need a home visit, please ring reception before 10am. A Total Triage request should be for 1 issue only.

Do NOT call our reception team when you have submitted your Total Triage request. We will contact you, depending upon the request type

If you have NOT received an update after submission of your Total Triage request after 2 working days (Medical), 4 working days (Administration) please contact the Surgery.

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

These are provided by PCS (Primary Care Services) in a range of settings, primarily at Fairlawns Medical Centre and Burncross Surgery.

These are available Monday to Friday 6.30 am to 9.30 pm and Saturday 8.30 am to 3.30 pm.  

Appointment types include GP, ANP (Advanced Nurse Practitioner), Physiotherapists and Health Care Assistants.

As a training practice we often have medical students present at the surgery. You may from time to time be asked to speak to one of them prior to your consultation with the doctor as part of their training.

Whilst we appreciate your co-operation you are quite free to say no if you feel uncomfortable.

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 10:30.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls

You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.  

Appointments can also be cancelled by calling the surgery 24 hours a day and selecting Option 1 to leave a message, or by text on 07758 721550 - please do not leave any other message on this number.

Please remember - keep it or cancel it!