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Improving Access to Care

On Monday 13th April 2026 we are moving to a total triage model

Important

From Monday 13th April 2026 all appointment requests and clinical queries will start with an online consultation form which can be found on our contact us online page

GP care is changing

General practice is moving forward across the country, with the aim of making it easier for everyone to get the help they need.

What is total triage?

Total Triage is a system being adopted by NHS GP Practices where every patient contacting the practice must first provide information about their medical request before an appointment is booked.

One of our experienced GPs at Old School Surgery will review each request that comes in, on the day that it comes in. They will then decide on the most appropriate care for your request; be that:

A same day face to face appointment
A same day telephone call
A face to face appointment the next day
A telephone call the next day
A routine appointment
Another appropriate service for example Pharmacy First or First Referral Physio

Rest Assured

If you are unable to use the internet, a member of our team can complete this for you, whether in person, at the surgery, or over the telephone

Why are we doing this?

We recognise and have listened to patient feedback that our current system is not working, nor is it sustainable for the waiting times for a routine appointment.

Total triage is clinical needs led with prioritisation given for urgency, not who is first on the phone or queuing at the door first of a morning. Moving to total triage ensures everyone gets a safer service, as clinical requests will be screened promptly by one of our experienced GPs.

We can no longer ignore that at the same time, GP practices across England are experiencing rising demand and workforce pressures. We need a smarter, safer way to prioritise care and ensure we use our time and resources effectively.

GPs may be able to deal with some queries as they come through without a formal appointment. They may also signpost some queries to other professionals better placed to manage them for example; Our Clinical Pharmacist Fatu, a Physiotherapist, Nurse Claudia, or a care-coordinator, thus freeing up GP appointments for those who need them.

How do I request an appointment?

Go to our appointments page and find the right path for you or visit our contact us online page which will take you directly to our online triage system. There is also a banner on the homepage for "Anima" which links to the same information. Then select the "Use Anima" link.
Once you are in the Anima system please select “I want help with a health problem" and then follow the steps and prompts on screen.

Online requests will also be used for requesting repeat medication, medication queries, fit notes, administrative help – e.g. referrals, change of details, letters etc.

You will still be able to request repeat medication through your NHS App

Anima forms will be available Monday to Friday (excluding bank holidays) from 7.30am until 6.30pm and can be completed using a smartphone, tablet or computer.

You will still be able to telephone the practice for urgent queries in the usual way.

Capacity

On some days, demand for a GP appointment far outweighs the safe capacity we can provide. On these days you may see an alert on Anima to state that we have no further on the day capacity. In these situations, you will still be able to submit a request for a routine appointment.

If you have an emergency in these situations, please call our reception team who will be happy to help and care navigate you in the appropriate way.

Remember, when we are closed there are out of hours’ services available;

For Medical Emergencies 999 or NHS 111
Problem dependant, local pharmacy
Urgent Treatment Centres at Tunbridge Wells, Maidstone, or Sevenoaks
A&E for accident and emergency

What if I can’t use the internet or need help?

Patients who cannot go online or need help can still:

Phone the surgery on 01580 712476; our team will complete the online form on your behalf
Ask a friend or family member to complete with your consent
Walk into the surgery; our team will help you with the process

We are committed to digital inclusion, rest assured nobody will get left behind!

Common concerns

Will I still be able to see a GP or Nurse face to face?

Yes. If the clinical team decides a face to face appointment is needed, you will be offered one. The online form simply helps us decide the best first step. For same-day appointments, a member of the team will telephone you to book this in. For appointments that not needed on the same day, you may be text or sent a self-book link to choose a date and time that suits you.

When will I get a response?

Response times vary depending on demand and urgency, we aim to respond within the same day that the request was received.

When responding, we will inform you

What will happen next
Who will contact you
When to expect it

For urgent queries we will endeavour to respond to you as promptly as possible

Can I still call for an appointment?

No. From Monday 13th April all appointment requests need to be submitted via our online form. Our Receptionists will not be able to book you in for an appointment directly.

All requests whether routine or urgent need to start with the online form, or by calling reception to support in the completion of the form if you are unable to go online.

All requests will then be triaged by one of our experienced GPs at Old School Surgery, and care will be allocated based upon clinical need.

We kindly ask that patients use the online forms wherever possible, to allow the phone lines to be freed up for patients who cannot use online methods.

Is it safe? What about urgent problems?

Yes, the system is safe and clinically led. Every request is reviewed and decisions made by one of our experienced GPs at Old School Surgery. If your problem is urgent, you’ll be prioritised accordingly.

As before, for life threatening problems, for example:

Signs of a heart attack
Signs of a stroke
Severe difficulty in breathing
Seizures (Fits)
Severe injuries
Poisoning
Heavy bleeding that will not stop
Sudden, rapid swelling to the eyes, mouth, throat or tongue

999 should be called

What about home visits or community care?

These will continue to be arranged on clinical need especially for our housebound and vulnerable patients. Use the online form (or call us) to request help as early on in the day as possible

Will I still be able to see my regular GP?

Yes. We recognise the value on continuity of care particularly for routine appointments and complex clinical issues. The online form allows you to mention a particular clinician you feel would be best placed to deal with your issue and where possible we will try to accommodate this as we currently do.

However, like we do currently, for urgent care needed you will be assigned an appointment to the GP on duty for that day, this may not be your regular GP.

Find out more

If you have further questions or queries, we would be happy to speak to you. Call into the practice and speak to one of our team.

Or please join us for one of our Total Triage Patient Engagement Mornings on:

Thursday 12th March 10am to 12pm, The Vestry Hall, Cranbrook
Saturday 28th March 10am to 12pm, The Vestry Hall, Cranbrook

We are committed to making it easier, safer, and fairer for everyone to access the care they need.

Thank you for your continued support and patience during this transitional period.

We hope to see you at one of our drop-in sessions.

Published: Feb 19, 2026

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