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Triage System

For the benefit of new patients and those who have not visited the practice recently, please see below for an explanation on how our triage system works:

Triage is where the doctor will assess your problem over the phone and ensure that you receive the appropriate level of care. if you need a same day appointment you will get one.

In order for the triage system to work effectively you must be available to take the doctors return call. They will call you back as soon as possible but this could take up to a few hours depending upon the volume and urgency of triage calls and appointments.

To make a triage appointment call the surgery on 0207 4884240 and once you are put through to a receptionist inform them that you want to speak to or see a doctor and you will be put on the triage list.

During the course of the conversation you will be asked a few questions;

  • Who you are calling about, yourself or someone else?
  • A number that the doctor can call you back on.  The number that you give needs to be one that you will be available on. The receptionist can try to give you some indication about how busy triage is but they cannot guarantee when the doctor will call back. We regularly get well over 50 triage calls in a morning alone and they can take a long time to deal with. Also some calls can be dealt with in minutes whilst others take much longer. The receptionist has no way of knowing this. If you can't be available to take a call at the time then you may be advised to call back when you can.
  • The receptionist may then ask you if you would like to explain briefly what the reason for your call is. You can decline to give a reason but if you do give a reason then the doctor is better able to prioritise his/her list into the most urgent cases first.
  • The doctor will then call you back to discuss your problems and take the appropriate course of action. If the doctor can't get through they will try again but cannot do this indefinitely. PLEASE NOTE THAT THE DOCTOR WILL ONLY TRY TWICE TO  CONTACT YOU


 
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