Accurx Total Triage is coming to Len Valley Medical Practice

From Monday 15th September 2025, we will be using a new system called Accurx Total Triage. This will change how you contact us, but it will make it easier and fairer for everyone to get the help they need.

What is Total Triage?

Total Triage means that all requests for appointments or help will start online. You will no longer be able to call our reception team to request a GP appointment or request admin related queries. 

You will fill in a simple form that can be found on our website, on the NHS app or by using the QR code in the surgery. Our team will look at your request and make sure you get the right care, in the right way, at the right time.

This will help us give you a better service and reduce the morning rush for appointments.

How it will work?

1. Fill in the form

To request help from a GP or submit an admin query, simply fill in our Triage form.

You can access it:

• Through the link on our website

• Using the NHS App

• Or by scanning the QR code displayed at the reception desk or waiting room

The form is quick and easy to complete and asks simple questions about your problem or request.

If you're unable to complete it yourself, for example, if you don’t have internet access, struggle with online forms, or need additional support don’t worry.
Our reception team can complete the form with you:

• Over the phone

• Or in person at the surgery

Whether submitted by you or on your behalf, every form goes into the same system and is reviewed in the same way. So there’s no disadvantage if you can’t use the internet.

2. We check your request

Once you’ve submitted your form, it’s reviewed by the team during our core working hours (08:00–18:30).

• Administrative requests — such as fit notes, referrals, test results or medication queries will be passed directly to the relevant department (e.g. Secretaries, Dispensary, Reception).

• Medical requests — anything relating to symptoms, diagnoses, or treatment will be reviewed by a triaging clinician. The triage team considers your symptoms, history, and preferences, and assesses the urgency and type of care needed. If anything is unclear or more information is needed, we may contact you before making a decision.

3. We decide what happens next

Once your form has been reviewed, a member of our clinical team will decide on the most appropriate next step based on the information you’ve provided.

This could include:

• A text or phone call with medical advice or reassurance

• A prescription sent directly to your nominated pharmacy

• An appointment: either face-to-face, by phone, or by video depending on what’s most suitable for your concern

• Signposting you to another service, such as your local pharmacy, physiotherapist, mental health support or NHS 111

Every request is reviewed individually to make sure you get the right care, from the right person, in the right time frame. If we need more information, we may contact you before deciding on the next step.

4. We update you

We will contact you to let you know what happens next. All requests will be reviewed by our clinical or admin teams within three working days.  Every request is clinically triaged so we can prioritise those who need urgent, same-day care. We don’t expect most people to wait that long, but we’re anticipating high demand in the first couple of weeks while everyone gets used to the new system.

If a clinician identifies that you need to be seen the same day, we will arrange that. The triage step is there to make sure the right people are seen at the right time, based on clinical need so if your issue is more urgent, it will be prioritised.

However, please remember that we are not an urgent treatment centre and cannot offer emergency care.

If you are experiencing a medical emergency, please do not fill in a form or call the surgery, hang up and dial 999 or go directly to your nearest A&E.

For urgent but non-life-threatening concerns, you can call NHS 111 or if you have transport visit the local Urgent Treatment Centre (Faversham).

Why are we making this change?

• We’re introducing Total Triage to make sure we’re delivering the best care in the most effective and safe way for all our patients:

• To improve fairness and accessibility: Everyone has the same opportunity to request care throughout the day, not just at 8:30am.

• To ensure clinical safety: Every medical request will be reviewed by a clinician before an appointment is offered, helping us to prioritise those who need urgent care.

• To reduce pressure on our phone lines: Routine GP queries and admin requests can be submitted online, keeping our phone lines free for those who genuinely need them.

• To provide more flexibility: You can submit your request at a time that suits you, and we can schedule appointments based on need, not order of call.

• To make best use of GP time: Clinicians can deal with more cases efficiently by managing some through advice, prescriptions, or directing you to other services.

We will share more information by:

• Text message
• Our website
• Waiting room screens
• The Lenham Focus newsletter

Frequently Asked Questions

 

What if I cannot use the internet?

You will not be left out. You can still:

• Call the surgery, or
• Visit reception in person.

Our reception team will fill in the form on your behalf. You will receive the same service as everyone else.

 

Can I book appointments in advance?

Yes and with Total Triage, this will become easier, safer, and more efficient.

When you submit a request, it will be reviewed by a clinician who will assess what kind of care you need and when it’s best for you to be seen. This allows us to offer many more pre-bookable appointments, as we’ll be matching patients to appointments based on clinical need, not just order of contact.

This means:

• You won’t need to call repeatedly or rush at 8:30am to try and get a slot

• If a same-day appointment is needed, you’ll be offered one

• If it’s clinically appropriate to pre-book you for a later date, that’s what we’ll do

Every patient is triaged fairly, and this approach ensures that urgent issues are prioritised, while routine or ongoing needs are still safely and efficiently managed.

 

Will I still be able to phone the surgery?

Yes. However:

• Phone calls will mainly be for booking nurse and healthcare assistant appointments.
• All GP and administration requests will go through the triage form.
• Reception will help if you are unable to submit the form yourself.

 

What does “within 3 days” mean?

When you submit a request through our new triage system, it will be clinically reviewed by a GP or clinician.

• If your request is urgent, you will be prioritised and offered a same-day appointment.

• If your request is routine (for example, a non-urgent appointment or an admin query such as fit notes, results or referral updates), it may take up to 3 working days to be processed.

The “within 3 days” timeframe does not mean you will always wait 3 days. It simply sets the maximum time it may take for routine or admin matters to be dealt with.

Please note: Len Valley Medical Practice is not an urgent treatment centre and cannot provide emergency care. For urgent medical problems, please contact NHS 111 or 999 in an emergency.

 

How do I use the NHS App to access the triage form?

From 15th September, you can use the NHS App to submit your requests to us. Follow this step-by-step guide to find and complete the form:
Patient Support: How to submit a request to your GP Practice using the NHS App | Accurx Help Centre 

 

What if I need urgent help?

If your request is urgent, our clinical team will prioritise it where possible. However, please note that we are not an emergency service. All requests are only reviewed during normal surgery hours, and it may take up to three working days for a response.

If you are experiencing a medical emergency, call 999 or go to your nearest A&E department immediately. For urgent but non-emergency care, please contact NHS 111.

 

What if I only need admin help?

Admin requests (such as fit notes or test results) will also go through the triage form. This allows our team to deal with them quickly and send you an update without the need for an appointment.

 

What about nurse and healthcare assistant appointments?

You will still be able to call the surgery to book:

• Blood tests
• Vaccinations
• Smear tests
• Other routine nursing care

These appointments will not change.

 

Will this save me time?

Yes. You will no longer need to queue on the phone at 8:30am or repeatedly call back for an appointment. The form is quick to fill in, and our team will contact you once your request has been reviewed.

 

Will this make it easier for me if I work during the day?

Yes. With Accurx Patient Triage, you’ll be able to submit your request online at any time during our core opening hours. You won’t need to try and call as soon as we open, you can complete the form at a time that fits around your schedule, and our team will review it and respond appropriately.

If you can’t access the internet, you can still contact the surgery by phone, and our reception team will help you submit your request.

 

When does this start?

We will move to Total Triage on Monday 15th September 2025.

We will share more updates by text message, our website, and the Lenham Focus newsletter.

 

When can I submit a request?

Our triage system is open throughout our core working hours (08:00–18:30). You do not need to submit your form at 8:00am, you can do it any time during the day. All requests are triaged fairly and based on clinical need, not the time they are received.

Published: Aug 4, 2025