IMPORTANT PATIENT UPDATE

Clinical Triage – Going Live Permanently from 2nd November 2026

Following the successful Clinical Triage trial in October, Hazeldene Medical Centre will be introducing Clinical Triage as our permanent appointment request system from Monday 2nd November 2026.

The feedback and experience gained during the trial have helped us review how patients access our services. Our aim is to make accessing the surgery easier, fairer and more efficient for everyone, while reducing the traditional 8am telephone rush.

What does this mean for patients?

From 2nd November 2026, ALL requests for GP, Advanced Clinical Practitioner (ACP) and Physician Associate (PA) appointments will be managed through our Online Consultation system.

This means:

1. Complete an Online Consultation – Tell us about your symptoms or what you need help with.
2. Clinical Review – A member of our Clinical Team will review your request and decide the most appropriate next step.
3. We will contact you – Our Reception Team will contact you by telephone or text message with the outcome or further instructions.
4. Appropriate Care – Depending on your clinical needs, you may be offered a routine or urgent appointment, telephone consultation, advice or another appropriate service.

How do I request an appointment?

Our Online Consultation form is available 24 hours a day, 7 days a week, meaning you can submit your request at a time convenient to you, without needing to join the 8am telephone queue.

You can access the form by:

• Clicking the BLUE Online Consultation box on our surgery website.
• Using the direct link below:

https://accurx.nhs.uk/patient-initiated/p84067

Please note: Although forms can be submitted 24/7, they are reviewed during the surgery’s normal working hours. Submitting a form does not guarantee an immediate response.

What if I cannot complete an Online Consultation?

Don’t worry – you can still telephone the surgery!

We understand that not everyone has internet access or feels confident completing an online form.

If you are unable to complete the form yourself, please telephone Reception. A member of our team will complete the request with you over the phone and submit it for clinical review.

You will still receive the same clinical assessment regardless of whether you complete the form yourself or Reception completes it on your behalf.

Can I still request an urgent appointment?

YES!

All appointment requests will be reviewed by our Clinical Team, who will determine how urgently you need to be seen.

Patients requiring urgent care will be prioritised according to their clinical needs, rather than the time they joined the telephone queue.

If you have a life-threatening emergency, call 999. If you need urgent medical help when the surgery is closed, contact NHS 111.

Why are we making this change?

We want to improve how patients access care by:

• Reducing the 8am telephone rush.
• Allowing patients to submit requests at a time that suits them.
• Ensuring appointment requests are reviewed by a clinician.
• Prioritising patients based on clinical need.
• Making better use of available appointments.
• Supporting patients who cannot access online services.

Thank you for your support

We appreciate that this is a change from the way appointments have previously been requested.

Our team will continue to support patients throughout the transition, and we will regularly review the system to ensure it is working effectively.

Same care. A fairer, safer and more efficient way to help you.