FREQUENTLY ASKED QUESTIONS: TOTAL TRIAGE SYSTEM AT MORRIS HOUSE GROUP PRACTICE

petermagennis
Aug 1
5 min read

Updated: Aug 13

FREQUENTLY ASKED QUESTIONS: TOTAL TRIAGE SYSTEM AT MORRIS HOUSE GROUP PRACTICE

What is changing?

From Monday 1st September 2025, Morris House Group Practice will move to a Total Triage model using Accurx. This means all appointment requests must start with a short online form, reviewed by our clinical team, who will then decide the most appropriate next step—whether that’s a call, face-to-face appointment, prescription or self-care advice.

1. Why has this changed?

Traditional ways to contact your GP often meant that appointments were being allocated on a first come, first served basis, with long phone queues to get in touch with your surgery.

This meant that vulnerable patients, or those who needed care sooner were missing out. We’re making this change to ensure fairer access for all, reduce long telephone queues, and make sure your request is seen by the right person as quickly as possible. By registering all requests through an online form, the surgery is able to prioritise and action requests quickly and fairly, ensuring that you get the right level of care at the right place and the right time.

2. How do I book an appointment?

From 8am Monday to Friday (excluding bank holidays), patients can submit a short online form via our website or their NHS App. It only takes a few minutes to complete.

📝 The form can be accessed:

On our website: www.MHGP.co.uk
Through the NHS App

You will be asked a few questions about your issue, and you can upload photos if needed. Once submitted, you’ll get an acknowledgment and can opt to receive a copy of your form by email.

3. What if I can’t use the internet or have special communication needs?

No problem. If you’re unable to complete the form:

📞 Call us as usual on 020 3143 3600 and our reception team will complete the form for you.
🧾 Visit the practice in person—our receptionists can help you submit your request.

Everyone will receive the same level of care, whether your request is submitted online, over the phone, or in person.

4. What happens after I submit the form?

Your request will be reviewed by our clinical triage team (which includes GPs, nurses, and pharmacists). We aim to answer the same day it’s received, but be mindful that you might receive a reply within 2 working days. We may send you a text message containing a link to provide more information if needed.

We will then contact you with the next step. This could be:

A call from a clinician
A face-to-face appointment
A message with advice or prescriptions
A referral or self-referral

We aim to respond to all medical requests within two working days, but usually within the same day.

⛔ For emergencies, call 111 or 999 as appropriate.

5. What if all appointments are filled for the day?

If we reach safe capacity for the day, the form will close and you’ll see a message advising next steps. (Before October 2025)

You may be:

Asked to try again the next working day
Advised to call 111
Directed to call the practice if the issue can’t wait

Please remember, admin requests can still be submitted at any time.

6. What if I want to contact you after hours?

You can submit admin requests any time, and they will be dealt with during working hours.

Medical forms are available only between 8am–capacity reached Monday to Friday (excluding bank holidays) (Before October 2025). If your request is medical but submitted as admin, you may be asked to resubmit it using the correct form.

7. What is Accurx and is it secure?

Accurx is NHS-approved software used by thousands of GP practices across the country.

✅ All data is encrypted and stored securely in UK-based data centres.

✅ There is no AI used to review your form.

✅ Only trained clinical staff will read and respond to your request.

8. Can I still book appointments via the NHS App or Patient Access?

No. To ensure safe and fair access, all new appointment requests must start with a medical form submission through Accurx or the NHS App.

9. Can I prepare my form before 8am?

Forms cannot be submitted before 8am. However, you can prepare your answers (each limited to 500 characters) and copy/paste them once the form opens.

10. Who will contact me and how?

You may be contacted by:

A GP, nurse, paramedic, pharmacist or any other appropriately qualified member of our team
Via text message, phone call, or email, depending on what’s most appropriate

We will try to contact you at your preferred time if you’ve specified one, but this may not always be possible. It is highly recommended that once you submit a query you remain contactable by your recorded and preferred contact method.

11. What if I need a prescription or repeat medication?

For repeat prescriptions:

📱Use the NHS App or Patient Access
📨 Drop your repeat slip in our prescription box at reception
💊 Some local pharmacies will order medicines on your behalf

Requests take up to 5 working days to process. Non-repeat items must be requested via the medical form e.g. if you have had a medication changed by the hospital or a new medicine added and you want to inform us then you can use the total triage request form (no need to come to the practice).

If you have queries regarding a medication you can still call our Prescription Clerk on 020 3143 3600 (select option for prescriptions).

12. How do I get test results?

🧪 Most results are available via the NHS App.For further clarification, use the admin request form.

Note: For MRI/CT scans, please contact the hospital where they were arranged. We only receive those results if the hospital sends them to us.

13. What if I need regular monitoring or a nurse appointment?

Submit an admin request or phone reception if you need:

Blood pressure checks
Long-term condition reviews
Dressings
Nurse or HCA appointments
Travel vaccinations
Microsuction request
Repeat of a minor surgery injection

14. How do I cancel an appointment?

Please call us on 020 3143 3600 and press the option for appointment cancellations. This helps us free up your slot for another patient.

14. Can I still use the practice email?

From 1st September 2025, we will no longer accept queries via email. Please use the Accurx admin form instead for all admin-related matters.

15. How will you tell patients about this change?

We’re using:

📢 Posters and leaflets in reception
📱 Text messages to patients with mobile numbers
🌐 Updates on our website
🧾 In-person explanations for patients visiting after 1st September
Campaign through our PPG
Patient Newsletter

Summary: Medical vs Admin Form

Use the Medical Form if you:	Use the Admin Form if you:
Have a new or ongoing medical problem	Want to ask about a referral
Need an appointment with a GP or clinician	Need a fit (sick) note
Have symptoms or physical concerns	Want to book a nurse/HCA
Need help with medication where the local community pharmacy cannot help	Want to chase test results
Want a blood tests due to a medical concern	Have a non-medical request or form
Mental health or urgent care needs	Need travel advice or letters
	Want to access care for your long-term condition e.g. diabetes, asthma
	Microsuction request
	Repeat of a Minor Surgery injection
	Book vaccinations