We introduced Smart Triage in December 2025 to help us manage increasing demand more safely and fairly, while keeping online access available throughout the day.
Some patients have told us that completing the Smart Triage form feels more time-consuming than they expected. We understand this frustration and appreciate the feedback.
Most patients find the form takes around 3 – 5 minutes to complete, depending on the problem.
Smart Triage works by asking a series of structured questions about your symptoms or request. These questions help us understand what help you need and how urgently, so that we can prioritize patients safely and direct requests to the most appropriate clinician or service.
You do not need to worry about answering everything perfectly. The questions are there to help us prioritize requests safely and fairly.
Once you submit the form, the system checks for suitable appointment availability. Where possible, you will be offered a booking link allowing you to choose from available appointments, including clinician names and times. If no suitable appointment is available and your problem needs same-day attention, your request is added to a clinical triage list so that a clinician can review it.
Asking structured questions is what allows us to keep online access open from 8:00 am to 6:30 pm, rather than closing early once capacity is reached. This helps ensure urgent problems are identified and dealt with safely, while allowing more patients to contact us during the day.
Smart Triage is available through our practice website and via the NHS App.
If you find online systems difficult, you can still phone the practice, and our reception team will help you: 01278 722077. Using Smart Triage online is not compulsory.
If you are a carer or are supporting someone else, you can complete a Smart Triage request on their behalf.
We know this is a change from how things worked previously, and we are listening carefully to patient feedback as we embed the system.
Thank you for your feedback, patience and understanding.
Dr Andy Rowling