New Appointment System from 5 January 2026
We are looking to improve the way you contact the surgery for appointments and medical advice. ‘Total Triage’ is a new approach that starts on 5th January 2026 that is being adopted across the country by GP surgeries. From this date, all requests to see a GP or nurse, or for any advice/service, will begin with an online consultation form. However, if you are unable to complete the online form for any reason our staff will still be available on the telephone or at a reception desk to help you.
This online form replaces the old routine of everyone phoning to book in directly. You can access the form via the link on the front page of our website, the NHS App or online via your NHS login screen. Once we receive the request one of our GPs will triage (assess) each request and then our team will respond to you with the appropriate next step.
Why are we doing this? Because we want to improve your access to care. Our phones have been extremely busy with around 750 calls received on a Monday for example, and it’s not always first-come-first-served that needs care first with some patients requiring quicker and more urgent treatment. This new system will allow us to prioritise your care this way. We hope you will see:
– no more of the ‘8am rush’ – you can send us your request between 8:00am and 6:30pm without waiting on hold.
– faster help for urgent issues – truly urgent problems will be identified and dealt more efficiently.
– efficient use of appointments – if your issue can be resolved by a phone call or message, we’ll do that; if you need to be seen, we’ll book you with the right person at the right time.
– fairer for all patients – every request is looked at by an Ash Trees clinician so those most in need are prioritised while routine queries and requests are still handled appropriately.
How to request care under our new system
Use our online request form
Find the link on our website homepage or use the NHS App on your smartphone. It will ask you to briefly describe your problem or request. This can be used for medical issues, prescription queries, and admin requests such as sick notes. Submit the form and you’re done—no need to call to check; we receive it immediately and deal with them in order of priority.
Don’t have a smartphone or can’t get online?
Call us as normal on 01524 720000. Our skilled patient advisers will ask you the necessary questions and fill out the form on your behalf. If a relative or friend can help online that’s fine too (with your consent). We want to make sure patients without smartphones or without internet access get the same service from us.
We then triage and respond quickly
A clinician will review your request, usually within a few hours (or sooner for urgent cases). We’ll then contact you to either book an appointment (if an examination or appointment is needed) or provide advice/prescriptions/signpost to the pharmacy or other service for example. You may be contacted by phone or by text—please keep your phone handy and check for messages. There’s no need to call us back for an update as that means one of our team can’t help someone else.
What happens next?
– You might get a call from a GP or nurse to discuss your issue (often the same day).
– You might be given an appointment to come into the surgery (same day for urgent cases or for less urgent cases it may be an appointment for a future date).
– You might receive a text message with advice, results, or a request to complete a follow‑up action.
– You might be directed to another service (e.g. physio, pharmacy, mental health support) if appropriate.
No matter what, we will always inform you of the outcome. Our goal is that you never feel unsure about what to do next—the system is there to guide you to the right help.
Important to note
Care needed within 1-2 days
If your problem is needing quicker action from us, submit the form as early as possible (from 8am). We prioritise these. For emergencies (severe chest pain, difficulty breathing, etc.), call 999 immediately.
Routine problems
If your issue is routine and less urgent, you can submit the request any time during the working weekday (up to 6:30pm). We’ll get back to you very soon and let you know the next steps —no need to chase us up.
Outside of surgery hours
The online form is not available after 6.30pm Mon-Fri or on weekends. When we are closed, use NHS 111 or a local pharmacy for advice – or 999 for emergencies.
We understand change can be hard. Our team is here to support you, and we truly believe this system will help us serve you better. Thank you for your patience as we introduce the new system!
The Doctors and Staff at Ash Trees Surgery
www.ashtreessurgery.co.uk
01524 720000
What Patients Need to Know (FAQs & Info)
Will I still get to see a GP or nurse face‑to‑face?
Yes. If you need an in‑person appointment, you will get one. Total Triage ensures that when you do come in, it’s scheduled appropriately and with the right professional.
What if I can’t use the online form?
You can phone the surgery as you always have. Our receptionist will complete the form for you or help at reception. Nobody will be left without care because of technology.
Is my information safe if I submit it online?
Yes. The online consultation platform (Accurx) is NHS‑approved, secure and confidential. Only Ash Trees Surgery staff will see your information, handled under GDPR and NHS rules.
Why are you making this change?
To improve access, reduce waiting times, enhance patient care, and use our whole healthcare team (nurses, pharmacists, physiotherapists, mental health workers) appropriately.
What about urgent problems or emergencies?
For any emergency, call 999 or go to A&E. For urgent but non‑life‑threatening problems during the day, submit the form early or call us. We will prioritise urgent cases.
Tips for getting the most out of the new system
– Give plenty of detail when completing the form or speaking to reception.
– Include your availability (times we can call, preferred days).
– Keep your phone nearby after submitting—our call may be from a withheld number.
– Check your texts/NHS App for messages from us and reply promptly if asked.
– Please be patient as we embed the new system—your understanding is appreciated.
This system is new for all of us, but it will make getting care easier in the long run. Thank you for trusting us with your healthcare. We value your feedback as we improve.
📞 01524 720000 🌐 ashtreessurgery.co.uk 📱 NHS App (free to download)
Message from the GP partners at Ash Trees Surgery
Our patients are at the heart of everything we do. We want to ensure you feel supported as we move through this time of transition. These changes are as new for us as a practice, as they are new for you as our patients.
We anticipate there may be some challenges along the way, but we’re confident that together we can embrace these changes positively and continue to provide the best possible care for our community.