The way you access Birchwood Medical Practice is changing - Go live date: 2nd March 2026

We want to share some exciting news about a change in the way you access the practice. We hope this will improve how the practice delivers healthcare services to you. We will be starting a system called total triage on the 2nd March. We understand change can be difficult, but we are very confident that our new approach will bring many benefits to you, our patients.

What is total triage?

Total triage is a new way of managing care requests, designed to ensure patients are assessed based on clinical need and then directed to the most appropriate care by the most appropriate person in a timely manner. There are 3 essential components:

  1. Submit a request – patient or their representative should complete an online questionnaire via our website. If you cannot do this yourself, you can still telephone the surgery where the same form will be completed on your behalf. Whether you contact us by online form, telephone or in person you will be triaged via the same route.
  2. Review – our triaging team will review your request and decide what is the most appropriate next step. This could include:
  • Face to face or telephone appointment with a GP – the clinician may arrange for some investigations e.g. blood test or scan before your appointment.
  • Consultation with another member of the clinical team e.g. advanced care practitioner, specialist physiotherapist or mental health practitioner.
  • A direct referral to community services such as pharmacy first.
  • A prescription, medical certificate or advice without needing an appointment.
  • A direct referral to a specialist service if required.
  1. Prompt response – you will quickly receive clear instructions on the next steps.

A familiar format

We will continue to use Accurx – our existing online consultation tool - for our total triage system. If you have used Accurx before then total triage will feel very familiar. If you haven’t used it before don’t worry – we’re here to help. Click here for more information.

Why are we making these changes?

We know that the current system does not always work well for our patients and for our team. You told us:

  • It is difficult to get through on the phone, especially in the mornings at 8am.
  • Appointments get booked up quickly, regardless of urgency.
  • Some patients are unable to call us at 8am due to work or childcare commitments.
  • Some requests e.g. prescription don’t always need an appointment.

Benefits of Total Triage:

  • More timely care for urgent issues.
  • Patient can be easily matched with the most expert clinician for their problem.
  • The new system will bring more flexibility and fairer access for all patients.
  • Safer clinical decisions can be made based on the information you provide.

I do not have online access; will I be excluded?

No, no patient will be excluded. If you do not have access to the internet the form can be completed by a trusted friend or family member on your behalf or by calling or attending the surgery face to face. We are here to help you!

What about nurse or healthcare assistant appointments?

You will be contacted for your annual review appointment or NHS health checks when they are due. For other appointments such as a wound dressings, smear or blood tests please request this using the online form.