12/09/2025
What’s happening? 📢
From 1st of October, practices will need to keep their online consultation tools open throughout core hours (8am–6:30pm, Monday to Friday) for certain non-urgent requests This includes:
• Routine, non-urgent appointment requests
• Medication queries
• Administrative requests
📅 From October 2025, many UK GP practices are implementing a total triage system as part of the new NHS contract to improve access and manage demand by directing patients to the most appropriate care. Patients must now submit all requests for appointments or medical advice via an online form, or with a receptionist's help. A clinician then reviews the request and determines the best course of action, such as a GP appointment, self-care advice, or a referral to another service.
What is Total Triage?
•Clinical Review: Instead of directly booking an appointment, all patient requests for medical help are first reviewed by a clinician.
•Appropriate Care: The clinician uses the information to decide the most appropriate response, whether it's a face-to-face appointment, a phone consultation, medication, a referral, or self-care advice.
•Improved Access: This system aims to ensure patients receive timely and efficient care by directing them to the correct healthcare professional for their specific needs.
Key Information:
•Launch Date: The widespread implementation of total triage across England is set for October 2025.
•Benefits: Patients can benefit from faster replies, potentially receiving healthcare advice or appointments more quickly than waiting on the phone
•Prescription Requests: For repeat prescriptions, continue to use the NHS App or your practice's usual online system
•Urgent Needs: For life-threatening emergencies, call 999 or attend A&E, or contact NHS 111 for urgent, but not emergency, medical help.