Our Appointments System Is Changing
From Wednesday 22nd April 2026 the way we process GP appointment requests will be changing, and we will be adopting a “Total Triage” model. This means that every request for a GP appointment will be reviewed by a GP first, and our Care Navigator will not directly book appointments.
Why are we making this change?
Our current system relies on you contacting us first thing in the morning to get an appointment. The routine appointments run out quickly and this can be very frustrating. We need to make sure that whenever you contact us you get the same service – this is an NHS requirement.
We are also aware that the NHS has developed many services in the community that can support you with different health issues. The GP service is not always the best place for all needs and we want to make sure these are being used fully.
With decreases in funding, we need to change the way we work to ensure that we are managing demand safely; ensuring that our patients receive the care they clinically need.
To do this we need to book GP appointments based on your need
We are training our receptionists to work as Care Navigators to help you get the right care at the right time and we will have a GP available every day from 8.00am to 6.30pm to triage your appointment requests.
What do we need from you?
Please use the online appointment request form on the engleton house website or via the NHS app. You will be asked to explain your problem and what help you think you need from us. You will get a response the same day and if your problem is more urgent than this you may need to consider if you need emergency care. The online form can help you decide this.
What if I cannot use the NHS app and don’t use a computer or smart phone?
Don’t worry we will still be able to help you. Please phone the usual number. An automatic phone system will take all your health concern details on the phone and record them. These will be passed to the Care Navigators and GP triage as quickly as they would with the online appointment requests .
What will happen when I want an appointment?
Our Care Navigators already routinely ask for the reason for an appointment to best direct patients to the appropriate clinician/service. However, from 22nd April 2026 additional details will be taken for requests to be triaged appropriately. This includes:
- How long the issue has been going on for
- Is it getting better or worse?
- Have you tried anything to help?
- Is there anything you are particularly worried about?
- How would you like us to help?
You will be able to make an appointment request either by submitting an online form via our website or the NHS App, by speaking to ‘EMMA’, our virtual receptionist, or a member of our Care Navigator team. These same questions will be asked by either route. The appointment request will then be reviewed by a GP, who will triage the request to determine the most appropriate care pathway. This may include (but is not limited to):
- Self-care
- Referral to Pharmacy
- An Extended Access appointment (an appointment with a clinician at another hub on an evening or weekend)
- An appointment with another member of our team (such as a Clinical Pharmacist or First Contact Practitioner, Prescribing Nurse or Paramedic)
- A telephone GP appointment
- A face-to-face GP appointment
Either the GP or a Care Navigator will then contact you with the outcome of your request e.g. appropriate self-care options or details of your appointment. Should an appointment be required, this may not be on the same day it is requested and could be booked up to two weeks in advance depending on clinical need. You may be informed of the outcome via email, SMS or telephone so please ensure your contact details for each of these are kept up to date.
What if I don’t want to tell the Care Navigator what is wrong?
For the GP to triage your request, we need to take the details of the issue. All our team complete annual training in confidentiality and data protection, and we treat your information in the strictest confidence. Online submission forms are processed by our Care Navigators and reviewed directly by our GPs.
Will I be able to book GP appointments on the NHS App?
No. All requests will be taken either through an online form or via our team. Once your request is triaged, if an appointment is required, you may be sent a link to allow you to book your preferred time/date or we will contact you by phone.
What about other appointments?
Appointments with other practitioners will not change, and can be booked through the usual methods including:
- Nurse appointments
- Healthcare Assistant (HCA) appointments
- Clinical Pharmacist appointments
- Pharmacy Technician appointments
Will this mean I’m waiting longer on the phone?
The ability to submit an online request form will avoid the need to wait on the phone. To ensure that call queues are managed we will be implementing ‘EMMA’, a virtual receptionist who will ask the questions and transfer your responses onto the online consultation form for you. If you choose to speak to a Care Navigator, the call queue times may increase as taking extra details will take additional time. However, we are aiming to ensure better appointment access through this change. You can also select the call back function on the phone, to save waiting in the queue.
Can I still come to the front desk to request an appointment?
Yes, however please be mindful that the Care Navigators will still require details of your condition(s) which you may not be comfortable providing in an open environment. Your request will then be triaged the same way as it would if the request was made online or over the phone, and we will then be in touch with the outcome. You will not be able to book an appointment directly at the reception desk.
If you have any suggestions or constructive feedback, please get in touch.