From 15th September 2025, Mill Hill Surgery is moving to a Total Triage System
We know how important it is for you to access the care you need, when you need it. Many of you have told us that getting this care can be challenging, particularly when phone lines are busy or appointments are filled up.
To help address these issues, we’re introducing a new approach called Total Triage. The NHS is encouraging all GP surgeries to adopt this system. It has already been successful in many surgeries across the country.
What is Total Triage?
Total Triage is a new way of managing care requests. It is designed to ensure all patient requests are assessed on clinical need and then directed to the most appropriate care, by the most appropriate person, in the most appropriate timeframe.
So how can i request a GP appointment?
To request a GP appointment, all patients will need to fill in an online form on our website.
What if i can’t use the online form?
We understand that not everyone has access to a smartphone or computer. That’s why Total Triage is designed to be inclusive and accessible for everyone — not just digital users.
If you don’t use digital tools, you can still:
• Call the surgery and speak to a care navigator who will complete the form with you
• Visit us in person and speak to a care navigator who will complete the form with you.
Please reserve this service for those who are genuinely unable to use the online form, (e.g. patients with learning disabilities, or no internet access).
If you don’t read or write in English, you can:
• Ask a trusted family member or friend to fill the form for you.
• Call or visit the surgery in person and speak to a care navigator who will complete the form with you, via a telephone interpreter.
We will treat every request equally– regardless of the way you contact us – so no one is left out or disadvantaged.
What happens after I submit the form?
All forms are then reviewed by a senior GP who will triage your request. We aim to respond to you on the day, or by the end of the next working day at the latest.
Depending on the nature of your request, you may receive:
• A face-to-face or telephone appointment with a GP.
- If you are triaged to an urgent appointment, the GP will ask our care navigators to call you and book this on the day.
- If you are triaged to a routine appointment, the GP will send you a booking link by email or SMS.
- The GP may arrange some investigations like a blood test, X-ray or scan before the appointment so that the results are ready to discuss in time.
• A consultation with another member of our clinical team — such as a physiotherapist, pharmacist, mental health practitioner or nurse.
• A direct referral to community services — such as Pharmacy First in a local Community Pharmacy or the Minor Eye Conditions Service in a Community Optician.
• A prescription, medical certificate or advice without needing an appointment.
• A direct referral to a specialist service if needed
To help the GP triage your request appropriately, please include all relevant information relating to your request on the form.
Why are we making this change?
General Practice has changed a lot over the years. GP surgeries across the country are experiencing rising demand and workforce pressures. The old system no longer works well enough to meet your needs. We need a smarter, safer way to prioritise care and ensure we use our time and resources effectively.
The benefits of Total Triage
• More timely care for urgent issues
• Patients are matched with the most expert clinician for their problem — this is not always a GP
• More flexibility and fairer access for all patients
• Safer clinical decisions made earlier in the process