Changes to GP Appointment System

At Skerne Medical Group, we are continually looking for ways to improve the care and service we provide to you, our valued patients. As part of this commitment, we are considering changing the way you book and access appointments at our practice.

Currently, we operate a traditional appointment booking system, where patients book a specific appointment time to see a clinician, either in person or by phone. While this system has served us well, we recognise some challenges, such as difficulty in accessing appointments quickly, long waiting times, and occasional confusion about which service is most appropriate for individual needs, as well as the often described '8am rush' for appointments.


What is a Total Triage Model?


We are proposing to introduce a total triage model. Under Total Triage, all appointment requests – whether made online, by phone, or in person – will first be assessed by a clinician. This ensures that every patient is directed to the most appropriate clinician or service, based on the urgency and nature of their need.

Depending on your needs, you may:
  • Receive advice or treatment remotely (by phone)
  • Be offered a face-to-face appointment with the most appropriate clinician, in the most appropriate timeframe
  • Be signposted to other health services such as pharmacies, community services, or specialist teams.

Why Are We Considering This Change?

The move to a total triage model aims to improve the way we manage demand and deliver care, ensuring that everyone has equal and timely access to the right care at the right time.

Some of the benefits include:
  • Improved Access: By triaging all requests, we can prioritise urgent cases more effectively, reducing waiting times for those who need to be seen quickly.
  • Better Care Navigation: Many health concerns can be managed without a face-to-face appointment. Total triage helps direct patients to the most appropriate service, which can save time for both patients and clinicians.
  • Reduced Unnecessary Appointments: This system can help avoid appointments that may not be needed, freeing up time for those with more complex needs.
  • No More 8am Rush: You won’t need to call first thing in the morning to get an appointment. Requests can be made at any time during our working hours.

Equal Access for All

We recognise that some patients may find new systems challenging, especially those who are less comfortable with digital communication or who have complex health needs. We are committed to ensuring that everyone can access care easily and fairly.

For those who prefer or need face-to-face contact, the triage process will identify this and arrange appropriate appointments. We will also provide support to help patients navigate the new system, including assistance by phone and in-person at the practice.

Your Feedback Matters

Before making any changes, we want to hear from you. Your views and experiences are crucial in shaping a system that works well for our entire community.
Please consider the following questions:
  • What do you like or dislike about our current appointment system?
  • How do you feel about using a triage system to access care?
  • Are there any barriers you foresee with this change, and how can we help overcome them?
  • What would make the new system easier for you to use?
You can share your feedback by:
  • E-mailing the practice at the following address nencicb-cd.a83054-eds@nhs.net
  • Filling out a paper feedback form available to collect from our reception team at all 3 sites

Next Steps

We will collect and review all feedback before making a final decision. If we proceed with the change, we will provide clear information and support throughout the transition to help everyone adapt comfortably.

Thank you for helping us improve care at Skerne Medical Group. Together, we can make sure you get the right care, at the right time, in the right way.

Published on 15 October 2025