From 1st July 2026, Hampton Wick Surgery will be introducing a new process for requesting appointments and accessing other services.
Rather than booking appointments directly through Reception, ALL REQUESTS —whether for urgent or routine clinical care, or administrative support, will be submitted through a system called Total Triage. This approach enables us to assess your needs more effectively and ensure you are directed to the most appropriate service or healthcare professional as quickly as possible.
What is Total Triage?
Total Triage is a system used by GP practices to ensure patients receive the right care in the most appropriate way. When patients contact the surgery, whether online, by telephone, or in person—they will be asked to provide information about the reason for their enquiry using an online form.
The information provided is then reviewed by the practice team, who assess the urgency of the request and determine the most suitable course of action. This may include self-care advice, a telephone or video consultation, an appointment with another healthcare professional, or a face-to-face appointment with a clinician.
How Will Total Triage Work?
The process is simple:
STEP 1: SUBMIT YOUR REQUEST:
From 1 July 2026, all requests must be submitted using our online request form. This includes:
- GP appointments
- Nurse or clinician appointments
- Sick notes
- Prescription requests
- Administrative requests and queries
STEP 2: TELL US YOUR CONCERN:
The online form will ask for details about your symptoms, concerns, or request.
Please provide as much relevant information as possible, as this helps us to assess your needs safely and efficiently.
For example, if you are requesting a sick or fit note, please tell us:
- What the note is for.
- Whether you would like it emailed or collected from reception.
Another example, you feel you need an appointment for foot pain please tell us:
- Where exactly is the pain and which foot is affected?
- When did it start and was there an injury or change in activity?
STEP 3: CLINICAL TRIAGE:
Our clinical and administrative team will review your request and assess:
- The urgency of your problem
- The most appropriate clinician or service for your needs
- The best timeframe for your care
STEP 4: WE WILL CONTACT YOU:
Once your request has been reviewed, we may:
- Offer you an appointment
- Send medical advice
- Ask for further information
- Direct you to another appropriate NHS service
- Resolve your issue without needing you to attend the surgery
You will usually be contacted through:
- The NHS App
- Text message
- Telephone call
You can submit your request through the NHS App or the practice website, preferably before 4.30pm, to allow sufficient time for review and managing on the same day.
What if you cannot use online services?
We understand that some patients may not be able to complete on-line forms themselves. Our reception team will continue to support patients who need assistance or who are unable to access digital services.
If you call through to Reception, our team will be able to assist you in completing the online form and guide you through the process to ensure you can access the care and support that you need.
How can you help us to help you.
Please provide as much information as possible when completing the form. The more information we have, the better we can assess your needs and ensure you receive the right care.
- Please ensure your contact details are up to date so we can contact you promptly.
- Monitor Your Messages: We may ask for additional information or provide instructions via text, email, or phone. Make sure you turn on notifications on NHS app settings if you use this communication.
Our Commitment to You
The aim of Total Triage is to make access to care easier, safer, and more efficient. By assessing requests before appointments are allocated, we can ensure that patients with the most urgent needs receive timely care, while helping all patients access the service or support that is most appropriate for their circumstances.
This approach enables us to prioritise care effectively, improve access to appointments, and ensure that patients are directed to the right healthcare professional or service first time.
Cancelling or changing an appointment
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- use the GP online system: Patient Access
- phone us on 0208 977 2638 during opening times
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.