Practice News

Modern General Practice – Total Triage

We wish to share some exciting news about a significant change to our appointment system that will improve the way our surgery delivers care to all our patients.

From the 1st October 2025, we are going to be moving to what is known as a Total Triage model (Modern General Practice).

Please note this does not affect any nurse, HCA appointments – these will remain bookable with no changes.

What is Total Triage?

This means every patient contacting the practice first provides some information on the reasons for contact and is triaged before making an appointment.

All patient requests will be triaged by one of our experienced GPs who will decide what the best course of action is. Where necessary, you make be asked to answer a few additional questions to help our doctors prioritise those patients who need more urgent care.

Some of the outcomes from triage could be:

· Same day GP phone call
· Same day face to face appointment
· Routine appointment within 7 days
· Pharmacy First signposting
· First Contact Physio appointment
· Signpost to services – self referral/111/urgent treatment centres

The main purpose of this model is to

· Enhance the quality of care patients receive
· Ensure that patients are given the most appropriate appointment or advice to meet their needs,
· Communicate with patients in a timely way
· Move away from first come first served approach to one based on patient need.

· How will it work?

· All patients who ring the practice, complete an online consultation or walk in to the practice will be asked information by reception team who will do their best to get you to the right service in the first instance with clinical triage being an option.

· Ideally, the system will work better with patients submitting their requests E-consultation (online consultation platform). However, we appreciate that this may not be possible for some patients. If you are unable to use or access e-consultation online then please contact the surgery and our reception team will complete the form for you. We will support patients and their families to become comfortable with the new way of contacting the practice and provide additional support to those patients unable to use online resources.

· After the request has been reviewed, you will be contacted either by phone or by text regarding the outcome and next steps

· Opening times

· From 1st October 2025, total triage system will be open Monday to Friday 8am to 6:30pm for routine medical queries, requests for prescriptions, administration requests.

· Please note that when these are full, you may be asked to use the NHS 111 service or call 999 for life threatening emergencies. You may also be advised to attend the local Urgent Treatment Centre.
· Some routine appointments may be up to 5 days in advance.

How does this benefit you?

We know that change can be difficult sometimes but we are confident that this system will bring many benefits to our patients – for example

· It has been shown to reduce waiting times
· Using digital communication means you can engage with us from home/workplace
· Triage ensures that limited healthcare resources are allocated to patients who need them most urgently
· Total triage will address the increasing demand for appointments and reduce the frustration of having to call and be in a queue at 8am.

Why are we changing our appointment system

From 1st October 2025, the practice has to have online consultations open during core hours 8am to 6:30pm for routine appointment requests, medication requests, admin requests. Without the change in system, it is not possible to meet this requirement and the increased demand.

We have had feedback about how frustrating it can be for patients to wait in phone queues to request an appointment. Also, our current system operates on a first come first served basis which means we are not always able to meet the needs of individuals who do require GP support.

How do I access the service

You can use NHS APP or the practice website to complete your online request. This is the best and most efficient way. You can still call the practice or walk in and the reception will help you to complete request but please note it will be handled in the same way as all the other requests.

What about vulnerable patients or those with special needs

We work hard to identify our patients who may need extra help and can flag this on medical records to ensure the team are aware of any additional requirements.

Can I choose what time I come for an appointment?

With routine planned appointments, we will be able to give as much flexibility as possible (subject to rotas).

For urgent appointments, we expect patients to be flexible as there is limited capacity. For urgent health problems, employers are legally expected to allow employees to attend these.

Published on 24th Sep 2025

Missed Appointments to date 2025

The following appointments were wasted due to none arrivals of patients at Musgrove Park, Sydenham House and Hollington Surgery:

Practice Nurse 292 did not attend
Nursing associate 144 did not attend
Health Care Assistants 473 did not attend

This totals 909 missed appointments in total.

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Domestic Abuse Support

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If you have been affected by suicide - AMPARO CAN HELP

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Local Parent Wellbeing with NCT Walk & Talk

These weekly walks are a lifeline for many new parents, offering gentle exercise, peer support, and a reason to get out of the house. The walks are free, accessible with a buggy, and take place in local parks or open spaces.

Published on 8th Jul 2025

Warm Homes Healthy Futures

What is Warm Homes, Healthy Futures?
The aim of Warm Homes, Healthy Futures is to provide energy advice and support ‘on prescription’ to vulnerable people living with a health condition or disability that’s made worse by living in a cold, damp, poor quality home. People can be supported with:
• Bespoke advice and support with their energy bills, suppliers, and energy saving
• Benefit checks, income maximisation and claim support
• Servicing of boilers and gas appliances
• Signup to the Priority Services Register
• Carbon monoxide awareness
• Support accessing crisis support that might be available, for example fuel vouchers
• Support accessing grants for repair and replacement boilers and other household measures such as insulation

Who is delivering it?
National Energy Action (NEA) is a national charity working across England, Wales and Northern Ireland to ensure that everyone can afford to live in a warm, safe and healthy home. NEA has been around for more than forty years and has worked on the delivery of many heathfocused referral projects. We and our partners know how significant this type of support can be to people who have a health condition, are vulnerable to the cold, and struggling to manage their energy bills. NEA is pleased to be working with a wide network of health partners and other key local agencies in more than twenty areas across Great Britain. The programme is funded by the Vulnerability and Carbon Monoxide Allowance fund and is supported by the Gas Distribution Networks, Cadent, Northern Gas Networks, SGN and Wales and West Utilities.

Referrals are being taken now and the programme will run until March 2026.

How does the programme work?
The project is intended to support individuals who are living with a health condition or disability that is made worse by living in a cold, damp, poor quality home, and struggling to afford the cost of their energy bills.

If you identify clients or patients that could benefit from support with this issue, then please
make a referral via the dedicated Warm Homes, Healthy Futures secure online referral form:
https://www.nea.org.uk/whhf-energy/

NEA’s expert and dedicated advisers will then make contact with that person to discuss how we
can best provide help and support. We’ll try to reach to them by phone and text message (as well
as email if they have provided an email address and are happy to communicate this way).

For questions or further information please contact: healthyfutures@nea.org.uk

Published on 3rd Jun 2025

Covid vaccinations

Covid vaccinations are now available to book via the national booking site or by telephoning 119. Musgrove Park is listed as Stour PCN.

Published on 27th Sep 2024

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