From Monday 13th October 2025, Cuffley and Goffs Oak Medical Practice will be using a Total Triage system.
WHAT IS TOTAL TRIAGE?
Total Triage is a system designed to ensure that every patient receives the right care, at the right time, from the right healthcare professional.
All patients contacting the Practice will be asked to provide information about the reason for their appointment (as they do now). If a GP appointment is being requested, a short online form will need to be completed. This will be reviewed (triaged) by a clinician.
Depending on your needs, you may be:
- Offered a face-to-face or telephone appointment,
- Sent advice from the GP (e.g., self-care guidance), or
- Referred to a more appropriate service.
WHY IS THE SYSTEM CHANGING?
GP practices across the country are under increasing pressure, with more patients needing care than ever before. Traditional appointment systems – where patients must call at a set time and wait in long phone queues – are no longer effective or fair.
The new Total Triage system is being introduced to:
- Ensure patients are seen based on clinical need, not just who gets through first
- Reduce long waits for appointments
- Make sure urgent cases are identified and dealt with quickly
- Use the skills of the whole healthcare team more effectively
- Improve overall access for all patients
By collecting some information upfront, practices can direct patients to the right care, at the right time, with the right person.
HOW WILL IT WORK FOR ME?
Patients can contact us in several ways — by walking in, calling by phone, or completing an online form. If a patient is unable to complete the form themselves, our reception team will be happy to assist or complete it on their behalf.
All requests are sent to our central inbox, where a clinician will review them and decide the most appropriate next steps. Depending on the urgency and nature of the request, the patient may receive a phone call, a link to provide more information, or an invitation to self-book an appointment.
Every patient, regardless of how they contact us, will be asked the same questions. This means that patients who can’t access online services — often the same individuals who find it difficult to queue in person — will be treated in exactly the same way as those who use digital methods.
As with any new system, we will closely monitor the impact of this change and make adjustments as needed. We appreciate your patience during this transition.
The form can be viewed here. It is the form we currently use for online requests.