Total Triage

Dear Stifford Clays Medical Practice Patients, 

We are writing to share some exciting news about a significant change to our appointment system, that will improve how Stifford Clays Medical Practice delivers healthcare services to you from Wednesday 8th January 2025 – we are moving to the Total Triage model. 

Total Triage is a new approach recommended by NHS England, to improve accessibility to Primary Care services.  The main objectives are to enhance the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way. 

Getting the help you need – three ways to get in touch with us 

Its no secret that our surgery has been busier than ever.  We’d like to remind you about the three ways you can get in touch with us if you need help – whether that’s for you or for someone you care for. 

You can; 

Pick the option that suits you best. No matter how you choose to get in touch with us, we will ensure you get the help that’s right for you.

 

Your appointment – getting back to you 

Whatever help you need and however you request it, we may offer you a consultation: 

  • By phone
  • Face to Face
  • Over a video call
  • Or we may send you a text or email, for example to ask you for more information or a photograph.

 

This range of ways we can respond can be more flexible and often means a doctor, nurse or other health professional in our team can help you sooner. 

However we respond, you can rest assured that we’re always looking after your needs.

 

Help us, help you 

When you get in touch, we’ll ask what you need help with.  We will use the information you give us to choose the most suitable doctor, nurse, or other health professional in our team to help you.

 

If you need help with your appointment 

When requesting care, please tell us:

  • If there’s a specific doctor, nurse or other health professional in our team who you would prefer to respond to you
  • If you would prefer to consult with a doctor or nurse or other team member by phone, face-to-face, by video call, text or email
  • If you need an interpreter
  • If you have any other access or communication needs

 

We will always do our best to support you. 

Parents, carers and young people 

If you’re a patent or carer, you can use our online form for you children or those you care for.  Young people aged between (13 and 16) who want to get in touch directly, can phone or visit us.

 

Help from your local pharmacy team 

Your local community pharmacist and their team can help support with minor illnesses.  As dedicated, qualified health professional, and experts in medicines, they can offer clinical advice, consultations and over-the-counter medicines to help safely manage a wide range of minor health concerns.  Many pharmacies also offer a range of NHS clinical services including blood pressure testing.

 

If you need help when we are closed 

If you need help when we are closed and you’re not sure what to do, go to 111 online (111.nhs.uk) or call 111 

If you think it’s an emergency go to your nearest A&E (Basildon Hospital) or call 999.

 

What if I have trouble using the new system?

 

  • We hope to support patients and their families/carer to get used to the new way of contacting the practice and to become comfortable with this over time
  • We will, of course, provide additional support to those patients who are unable to use online resources. 

Should you have any questions or concerns, please do not hesitate to contact us. 

Thank you for working together with us on this new project to improve our patient access. We welcome your feedback. 

triage