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 fill in a simple form. 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
  • Use the link on our website or scan the QR code in reception.
  • If you cannot do this yourself, our reception team can help you.
  1. We check your request
  • Our admin team will pass it to the right person.
  • A GP or another clinician will review medical requests.
  1. We decide what happens next
  • You might get a text or call with advice.
  • You might get a prescription.
  • You might be offered a phone, video, or face-to-face appointment.
  • Or we might direct you to another service, such as your local pharmacy.
  1. We update you
  • We will contact you to let you know what happens next.

Why are we making this change?

  • To end the 8:30am phone rush
  • To make access fairer for everyone
  • To make sure appointments are used properly
  • To keep you safe, as every request will be checked before an appointment is booked
  • To make it easier for you to contact us

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 this process will be easier and safer.

With Total Triage, your request will be reviewed by a clinician first. If an appointment is needed, it will be scheduled at the most appropriate time. This means:

  • You won’t need to call repeatedly to find a slot.
  • Appointments will be booked based on your clinical need, not just who calls first.

 

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 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.

Published: Aug 4, 2025