New total triage system

All appointment and administration requests start with a short online form submitted through our Digital Front Door. This form will help us understand your needs so we can direct you to the right care.

You will need your NHS number and to enter your date of birth.

Find your NHS number

If you can go online

You will be directed to complete your request using the Paco GP Front Door. This is the quickest way to contact us and will keep our phone lines free for patients who cannot use online forms.

If you cannot go online

Our Contact Centre team can help you complete the form by phone or in person.
You will be asked the same questions as the online form to ensure fairness.

Step 1: You submit a request

You will complete a short online form through the Paco GP Front Door.
If you cannot complete it online, our team will help you.

Step 2: We review your request

A clinician or administrator will assess your request to determine urgency and the best next step.

Step 3: We decide the appropriate outcome

Depending on your needs, we may offer:

• A same-day appointment
• A telephone, face-to-face, or online consultation
• A message or advice from a clinician
• A prescription or medication review
• A sick note or administrative document
• You may be added to the waiting list for a routine appointment
• Signposting or self-care advice

We will only offer appointments when clinically needed, helping to reduce wait times.

Step 4: We contact you

• We aim to respond to all requests within 5 working days, unless the issue is urgent.
• Urgent requests will be reviewed on the same day and we will contact you as soon as possible.

Step 5: Follow-up if needed

We will arrange any required monitoring, appointments, or paperwork.

Urgent medical requests will be reviewed and responded to on the same day. All Admin requests will be reviewed within 5 working day.

• You will not be seen faster by calling or attending reception, as all requests follow the same process.
• Response times may vary during periods of high demand, but urgency and clinical need always guide our decisions.

Total triage will ensure that every request is reviewed safely and fairly. It will reduce unnecessary appointments, help us manage demand, and direct patients to the right care first time.

Yes. All appointment and admin requests must begin with a Digital Front Door form.

If you cannot complete it online, our staff will support you.

No. Calling or visiting will not speed up your request.

A form must still be completed, and all requests go into the same queue.

All clinical requests will be reviewed and responded to on the same working day.

All Administrative requests (Sick notes, Test results, general enquiries) will be responded to within 5 working days.

Submit your request as early as possible.

For life-threatening symptoms such as chest pain or difficulty breathing, call 999 immediately.

Our team will help you complete the form by phone or in person.

You will be asked the same questions as on the online form.

Yes, if they give consent or you care for them and they cannot complete the form themselves. You must use their NHS number and date of birth to submit a request on someone else behalf.