During the transition to the new appointment booking system, please treat all our staff with respect, they are also adapting to the new system and are doing their best to help all patients. Thank you for your support.
A New Way of Booking Appointments at Church Lane Surgery from 15th September 2025
We’ve made some changes to how appointments are arranged at Church Lane Surgery, to help make sure every patient gets the care they need as quickly and appropriately as possible.
Our new system is called Total Triage.
Here’s how it works: instead of booking directly, every request will be submitted on a short form. One of our GPs will review your request and decide on the best next step for you—whether that’s a same-day appointment, a routine appointment, a phone call, or advice that can save you a trip to the surgery.
You can submit your request in the way that’s easiest for you during our surgery opening hours. Please try to give as much detail as you can, so the GP can decide what’s best for you:
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Online – Many patients already use this option through the “Contact us online (Accurx)” link or the NHSApp. Watch the video below if you want to see how to do this.
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By Phone – If you call us, our reception team or a care co-ordinator will fill in the form for you and talk you through how to complete the online forms.
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In Person – If you prefer to come into the surgery, a care co-ordinator will help you or show you how to complete the form. This will be done in a private room so your information stays confidential.
This new system is designed to make things fairer, quicker, and more convenient—ensuring you get the right care, from the right person, at the right time.
Frequently Asked Questions (FAQs)
🎥 Watch this short video first. Dr Preece explains how our new Total Triage system works and what it means for you.
Why are you changing the system?
We want to make sure every patient gets the most appropriate care, as quickly and fairly as possible. By using a short form, the GP can see what’s needed and decide the best next step for you.
Will I still be able to see my GP?
Yes. If a GP feels you need a face-to-face appointment, you will be offered one. Sometimes a phone call or advice may be all that’s needed, but the GP will always decide what’s most suitable for you.
Can I choose which GP I see?
Yes. If you would like to see a particular GP for continuity of care, you can let us know when you submit your request. We will do our best to accommodate this, although it may mean waiting slightly longer if your chosen GP is not immediately available and may not be possible if urgent same day care is required.
What if I’m not good with forms or online systems?
Don’t worry— if you are unable to fill the form in (this may be due to language or access issues or relating to technology) you don’t have to do it online. You can call us or come into the practice, and our team will complete the form with you.
What does this mean for waiting times?
We hope that this will allow us to prioritise the most urgent problems to be seen quickly, whilst also ensuring that those problems that can wait a little longer are directed to the most suitable healthcare professional for your needs—this may be a GP or another member of our healthcare team.
Is my information kept private?
Yes. Any details you give are confidential and only shared with the healthcare team involved in your care. If you come into the practice, you’ll be able to fill in the form in a private room.
What This Means for You
✔️ You can still see a GP if that’s what’s needed.
✔️ You can ask to see the GP of your choice for continuity of care.
✔️ You can request an appointment online, by phone, or in person.
✔️ Our team will help you complete the form if you need support.
✔️ A GP will always review your request and decide the best next step for you.
✔️ Your information will always be kept private and confidential.
Watch How to Submit an Online Request
🎥 The quickest and easiest way to contact us is online.
Many of our patients already use this option, and it’s the main route we recommend. By filling in the short online form, you can tell us exactly what you need, at a time that suits you—without waiting on the phone or visiting the practice.
Here is a short video to show you just how simple it is:
👉 Watch the video here
If you’re unable to complete the form yourself, don’t worry—our team can help you by phone or in person.
You and your general practice
You and your general practice is a national guide on what you can expect from your GP surgery. It also explains what you can do to get the best from the NHS.