Skip to main content

Important Changes Ahead

Change of contract provider at Cauldwell Medical Centre. Please read the patient letter (PDF).

Exciting News. From 3rd March 2025, booking appointments gets easier. Use eConsult for quick, convenient access to a clinician. Read the changes carefully.

Important Change to Appointments

Please read information carefully.

From 3rd March 2025, accessing appointments will be easier than ever. All patient requests will undergo a Triage process. Use eConsult as a quick and convenient way to consult with a clinician.*

What is Total Triage

eConsult uses a Total Triage process. This helps us ensure that everyone who contacts us gets the care they need from the right person and in a fair and timely way.

When you contact us by phone, in person or online you will be asked to complete an online form (eConsult) and provide key information about your health problem or request. 

This is triaged (assessed and sorted) by the Triage Team and overseen by a GP. They will plan the next steps and arrange an appointment with the right person at the right time.  

Depending on your needs, your assigned clinician could be a GP, Nurse, Advanced Nurse Practitioner, Pharmacist, Physiotherapist, Paramedic, Mental Health Worker, Social Prescriber, or part of the Pharmacy First team. 

How Total Triage Works

Online Form (Fastest Option) 

  • Visit our website or the NHS App and fill out the online form called eConsult. 
  • Tell us about your health problem or needs. Remember, you can also upload photos. 
  • eConsult is available Monday to Friday 8 am to 12:30 pm. Time slots will increase over time. 

Phone Help 

  • If you can’t go online, call us on 01234 673710. Our receptionist will help you fill out the online form, which will then be passed on to the Triage team for review. 

Walk In 

  • Visit the practice and the receptionist will help you complete the online form. 

What Happens When the Form is Completed?

  • The Triage Team will review all requests on the same day and will decide who is best to handle them fastest. 
  • You will be contacted by text or phone within 36 working hours, based on the urgency of your case, about the next steps. 
  • Patients who are assessed to need more urgent attention will be contacted via text and phone on the day to make an appointment with a clinician. 

What Will Stay the Same

  • *Patients who receive routine annual reviews for existing conditions, including asthma, diabetes, and hypertension should contact the surgery as normal. 
  • For repeat prescriptions, please continue to use the NHS APP or SystmOnline. 
  • If you are having a life-threatening emergency, please call 999. 
  • If you need urgent help but it is not life-threatening, call NHS 111. 
  • A&E may not accept patients with ongoing issues managed by our GPs as they will be referred back to the practice. 
Benefits of Total Triage

This is an NHS requirement designed to: 

  • Ensure patients with the greatest need are given priority appointments. 
  • Improve access to care with the whole Practice Team. 
  • Reduce the 8 am rush of telephone and walk in appointments. 
  • Make sure you see the right person for your problem in a safe and timely way. 
FAQ (Frequently Asked Questions)

What is Total Triage?

Total Triage is a system where a GP supports Care Navigators in assessing all appointment requests before booking. The GP determines the urgency and whether another healthcare professional or service would be more suitable. This approach ensures patients receive safe, efficient care.

Will a clinician review my request?

Yes, all requests are checked by a clinician on the same day.

How will I know what happens next?

We’ll contact you after looking at your request to tell you the next steps.

Can I still call for help?

Yes, if you can’t go online, our reception team will assist you.

What if I have trouble using the new system?

We understand that some patients may need support in adjusting. If you’re unable to use online resources, our patient services team is here to help. Please speak to our team for assistance.

How will the practice respond?

If an appointment is needed, you’ll receive a link to book a priority or routine GP slot based on urgency. Urgent cases will be identified and contacted promptly. We may arrange tests before your appointment to make the most of your visit. You could also be booked with a specialist, such as a nurse, pharmacist, social prescriber, MSK specialist, or mental health practitioner. Some queries may be resolved via text, email, or referral to a community pharmacy.

Can I walk into the surgery to book an appointment?

We strongly advise against walking in to book an appointment. Primary care is not an emergency service—if you need urgent care, call 111 or go to A&E. If you walk in, you will follow the same process as an online consult. Reception will take your details, and your request will be assessed by a GP. This does not speed up your enquiry, as all requests are managed based on clinical urgency.

How quickly will you respond?

We prioritise urgent issues using a traffic light system. Urgent requests are addressed the same working day. Routine requests are usually handled within 2 working days, often sooner.

Do all appointments need to be booked online?

No, appointments with our nursing team, such as for annual reviews, asthma, diabetes, hypertension, blood tests, and wound care, are mainly booked by phone.

Will this improve the phone system?

We’ve upgraded our phone system with a call-back service, which has been effective. More patients using the online system will help reduce wait times for those who need to call.

Why can’t I book an appointment like before?

GP demand now exceeds capacity nationwide. To provide safe and appropriate care, we’ve introduced a new system to manage appointments effectively. Healthcare is evolving, and we must adapt.

Access this information in different languages on the ELFT website.

Thank you for your support as we are making important changes to improve your care. 

We have been working closely with our Patient Participation Group to ensure patients have a voice during these necessary changes in accessing primary care.

If you have any questions or need further help, please contact our Reception Team.