At Hazelvalley Family Practice, we are dedicated to delivering the highest standard of care to all our patients. To enhance our service and manage demand more effectively, we have been trialling the Modern General Practice: Total Triage method of access for over a year.

We extend our gratitude to the many patients who have embraced this approach. It has been a great success and has been positively received. We are now excited to roll this out to all our patients, ensuring everyone benefits from this efficient and patient-centred system.

A New Approach to Access

Whether you prefer to call us, walk in, or use our online services, we’re making it easier than ever for you to get the care you need. With our new model:

• Every contact counts – Whether by phone, in person, or online, we will gather essential information upfront to streamline your experience.
• Smart filtering – Administrative tasks will be handled by our administrative team, while clinical requests will be triaged to ensure they’re directed to the right healthcare professional or service.

Getting You the Right Care, Fast

Once we have triaged your request, we’ll determine the best next step for your care:

• Signposting to community services – Where appropriate, we may direct you to a local pharmacy or another primary care service that can meet your needs.
• Continuity of care – If an appointment is required, we will ensure you are seen by the most appropriate healthcare professional. You can choose to have your consultation via phone or in person, and we will schedule this via SMS or phone call.

Why Are We Making These Changes?

We know that demand for appointments is high, and we want to ensure that you receive the care you need, when you need it. By fully utilising our multi-professional team, we aim to:

✔ Reduce avoidable appointments.
✔ Ensure every patient is treated by the right person for their specific needs.
✔ Ensure we have the capacity to care for everyone who reaches out to us.

This new model is designed to help us better manage our resources while continuing to offer high-quality, personalised care.

We’re excited to take this step forward and look forward to continuing to serve you in the best possible way!

You’ll Wonder How You Did Without It!

✅ You may not need a trip to the surgery – your query could be resolved with a quick phone call.

✅ Total Triage ensures that limited healthcare resources are allocated to patients who need them most urgently.

Faster, More Effective Care

🔹 Prioritising patients – Triage helps to reduce waiting times for those with urgent medical needs. Patients receive timely care, leading to better health outcomes.

🔹 Enhanced patient safety – Triage helps to identify high-risk patients early, allowing healthcare providers to intervene promptly. This helps prevent complications and reduces the risk of adverse events.

🔹 More efficient healthcare – Triage streamlines patient flow within the practice, making the process more organised and efficient.

Convenient, Round-the-Clock Support

🌍 Check symptoms online and receive on-the-spot medical advice and treatment guidance with trusted NHS content – available 24/7.

📱 Access healthcare anytime, anywhere – Use any device to complete a Total Triage form at a pace that suits you, unlike a telephone call.

📝 Request sick notes and test results – A clinician will advise if an appointment is needed, saving you time.