New Online Appointment Booking System
Smart Triage
The practice will be introducing a new way in which patients can access our services. Smart Triage is an online facility that allows patients to book GP appointments, without needing to phone the practice or to queue outside at 8am.
Patients will be presented with a series of questions about their medical problem. From here, patients will be provided with a choice of appointments with the most appropriate clinician(s), in the most appropriate timeframe, based on their clinical need.
This should result in shorter waiting times, especially for more urgent medical issues, and focusses on “getting it right first time” by helping you see the most appropriate member of the team for your medical issue. It will also prevent the 8am rush and long waits on the telephones.
The new platform also allows patients to raise admin requests (such as sick/fit notes, doctors letters, and more) and find trusted self-care information for a wide range of symptoms and health conditions. This will replace our current system (PATCHS).
For those who can, we will ask from the following dates, all requests for GP appointments be submitted using Smart Triage, which will be accessed via our practice website:
- Shipley Medical Practice – Monday 23rd June
- The Willows Medical Practice (including Thornton and Denholme) – Tuesday 1st July
- Haigh Hall Medical Practice – Tuesday 8th July
- Sunnybank and Cowgill – Wednesday 4th June
If you are unable to use the website, please phone the surgery. Our care navigation team will be required to take details of your medical issue/concern. This will then be added to Smart Triage by the care navigator.
If you attend the surgery to try to make an appointment, then our care navigators will take you through the smart triage process so that you can access an appointment.
Each request will therefore go through the same process whether they are submitted via the web, over the phone, or in person.
Smart Triage FAQ
What is Smart Triage?
Smart Triage is triage tool approved by the NHS which allows you to book appointments quickly and offers more patient choice and availability by offering you the right appointment with the right clinician first time.
How do I book an appointment?
There will also be posters in the practice with the link and a QR code that you can use to access the system.
However, we understand that not everyone can use online services, and our reception team will still be available on the phone and in person. The team will enter your request into the smart triage system for you.
Do I need to create an account to use Smart Triage?
No, you will not be asked to log in, but we will need to verify your identity using some of your information in the same we do if you call or visit the practice. Also, we will need to hold an email address for you.
Please contact the practice to update your record with your email address prior to launch if we do not have an email address for you, or you can use this link:
Add or correct the contact details on your NHS record
Can I still use the Smart Triage if I do not have an email address?
If you do not have an email address, please call the practice. Our care navigators can submit a request on your behalf.
Please note that the system will be unable to automatically assign you an appointment if we do not have an email address record that we can use to verify your identity.
Can I use Smart Triage through my NHS App?
Not at the moment. However, this is currently in development so keep an eye out for further updates.
What do I do if I want to pre-book an appointment?
All our appointments will be available. After completing the triage questions an appointment will be offered within an appropriate timeframe.
I live in a care home or are housebound, can I still use your smart triage system.
Please call the practice if you require a visit from our home visiting team.
What do I do if I want to see a specific GP?
When you are booking an appointment, the GPs with available appointments appropriate to your medical issue will be shown.
Will all Clinicians be available?
Smart Triage is primarily used for the booking of GP appointments, however depending on your presenting complaint ,you may be offered an appointment with one of our Practice Nurses or our First Contact Practitioners where appropriate.
Why have I been offered an appointment with this Clinician?
Patients will be offered an appointment with the most appropriate clinician based on their clinical need.
I was not offered an appointment, what do I do?
Once you have completed our triage questionnairewe will offer an appointment in the most appropriate timeframe. If you have not received an appointment, reception will contact you within 2 working days
My problem is personal, and I only want to tell a GP.
The information which you provide is saved to your medical records and is reviewed by the clinician during your appointment.
If you require the assistance of our reception team when booking an appointment but want the reason to remain confidential, we have digital tablets available at reception to use where a care co-ordinator can assist you.
Every employee at the practice adheres to our confidentiality policy.
Further Information and Support
Please also keep an eye on our website and in practice for updates. We are hoping to arrange drop-in sessions to help you learn how to use the new system.