Appointments at Len Valley Practice

From Monday 15th September 2025, all GP appointment and administrative requests at Len Valley Practice will be managed through our new system: Total Triage.

This ensures every patient gets the right care, at the right time, with the right person.

How to request an appointment

All GP requests must now begin with a short online form. You can:

• Complete the form on our website

• Use the NHS App

• Scan the QR code displayed in reception

If you cannot complete the form yourself, our reception team will help you — either over the phone or in person at the surgery. Every request, whether submitted by you or with our support, is reviewed in exactly the same way.

What happens after I submit the form?

• Admin requests will be passed to the correct department (e.g. prescriptions, results, referrals).

• Medical requests will be reviewed by a clinician. They will decide the most appropriate next step based on your needs.

This may include:

• Advice by text or phone

• A prescription sent to your pharmacy

• An appointment (phone, video, or face-to-face)

• Referral or signposting to another service (e.g. pharmacist, physiotherapist, mental health support)

If more information is needed, we may contact you before making a decision.

When can I submit a request?

You can submit a form at any time during our core hours (08:00–18:30). There is no need to rush at 8:30am — your request will be reviewed fairly, based on clinical need, not the time you contact us.

How quickly will I get a response?

All requests are reviewed within three working days. Most patients will receive a response much sooner.

Appointments are scheduled based on clinical urgency:

• Same-day appointments are offered if your problem is urgent and clinically necessary

• Routine or pre-bookable appointments are available if your problem does not need same-day care

This approach increases the number of pre-bookable appointments while ensuring urgent issues are prioritised.

Nurse and Healthcare Assistant (HCA) Appointments

Appointments for services such as blood tests, vaccinations, cervical smears, ECGs, or health checks can still be booked directly with reception by phone or in person. These do not require a triage form.

Urgent Problems and Emergencies

We are not an urgent treatment centre and cannot provide emergency care.

• If you are experiencing a medical emergency, call 999 or go straight to your nearest A&E.

• For urgent but non-life-threatening problems, call NHS 111 or attend a local Urgent Treatment Centre.

Why we use Total Triage

We’ve introduced this system to:

• End the 8:30am phone rush

• Make access fairer and safer for all patients

• Ensure every request is reviewed by a clinician before an appointment is booked

• Provide more pre-bookable appointments when appropriate

• Make best use of GP and staff time, so we can help more patients

Ready to request an appointment?

Click here to complete the triage form

If you have any questions or concerns, please speak to our reception team — we are here to help.