Our Total Triage Access Model helps patients receive the right care at the right time by guiding requests into the most appropriate care pathway.
Patients can contact us online or by phone about either:
- a new health problem or an existing problem that has got worse, or
- a follow-up for an ongoing issue that is not getting worse
Requests about new or worsening problems are clinically reviewed by a clinician on the same day to decide the most appropriate next step. This may include same-day assessment where clinically necessary, advice, a planned appointment, or signposting to another service.
Follow-up and ongoing issues that are not worsening are managed through our planned appointment process, allowing care to be organised safely and efficiently, with continuity wherever possible.
This approach helps us prioritise patients who need prompt clinical attention while ensuring ongoing care is delivered in a structured and fair way.
How planned appointments and waiting lists work
For follow-up care and non-urgent problems, we use planned appointment lists. This is not about delaying care, but about managing demand safely and fairly.
Rather than a first-come, first-served system, this approach allows us to:
- prioritise based on clinical need
- organise clinics proactively
- support continuity by booking follow-ups with the same clinician where appropriate
- adapt to staff availability while maintaining safe services
By planning care in this way, we reduce pressure on same-day services and continue to provide high-quality care.