Total Triage from 2nd February 2026

Total Triage is a way of managing requests so that every patient is assessed on clinical need and directed to the most appropriate care, by the most appropriate person, at the right time.

Every request for a GP or clinical appointment will first be reviewed by our Duty Doctor, who will decide the best way to help based on the information provided. This ensures that care is prioritised by need, not by when you contact the practice.

Watch the Kent and Medway ICB have video explaining Total Triage

You can still book routine nurse appointments in the usual way, including:

• Cervical smears
• Vaccinations
• Dressings
• Blood tests
• Long-term condition reviews

You can still make these appointments by completing an eConsult, contacting our reception team in person or by telephone.

All requests for clinical help must be submitted through eConsult, our online consultation form

If you cannot access the internet or need support, our team can help you complete the form:

• By phone
• In person at reception

No one will be disadvantaged, every request is treated equally, whether submitted online, by phone, or in person.

1. Submit your eConsult (yourself or with our help)
2. Our Duty Doctor reviews the information
3. You will be contacted by phone, SMS, or email and directed to the right care, which could be:
   • A same-day phone or face-to-face appointment
   • A routine appointment in the future
   • Advice from another healthcare professional (pharmacist, physiotherapist)
   • Provided self care information
   • Referral to another appropriate service

• Faster access for urgent needs
• Fairer system—no long queues or “first come, first served”
• More convenient options, including phone and online advice
• Improved safety, ensuring no concerns are missed

• Clinicians can focus on patients with the most need
• Reduced pressure on phone lines