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Published
4 February 2025

Important Changes to Appointments at Cauldwell Medical Centre

From 3rd March 2025, booking appointments gets easier at Cauldwell Medical Centre. All patient requests will undergo a Triage process when using eConsult to consult with a clinician.
CMC

eConsult uses a Total Triage process. This helps us ensure that everyone who contacts us gets the care they need from the right person and in a fair and timely way.

What is Total Triage

When you contact us by phone, in person or online you will be asked to complete an online form (eConsult) and provide key information about your health problem or request.

This is triaged (assessed and sorted) by the Triage Team and overseen by a GP. They will plan the next steps and arrange an appointment with the right person at the right time.  

Depending on your needs, your assigned clinician could be a GP, Nurse, Advanced Nurse Practitioner, Pharmacist, Physiotherapist, Paramedic, Mental Health Worker, Social Prescriber, or part of the Pharmacy First team.

How Total Triage Works

Online Form (Fastest Option)
  • Visit our website or the NHS App and fill out the online form called eConsult.
  • Tell us about your health problem or needs. Remember, you can also upload photos.
  • eConsult is available Monday to Friday 8 am to 12:30 pm. Time slots will increase over time. 
Phone Help
  • If you can’t go online, call us on 01234 673710. Our receptionist will help you fill out the online form, which will then be passed on to the Triage team for review. 
Walk In
  • Visit the practice and the receptionist will help you complete the online form.

What Happens When the Form is Completed?

  • The Triage Team will review all requests on the same day and will decide who is best to handle them fastest.
  • You will be contacted by text or phone within 36 working hours, based on the urgency of your case, about the next steps.
  • Patients who are assessed to need more urgent attention will be contacted via text and phone on the day to make an appointment with a clinician. 

What Will Stay the Same

  • Patients who receive routine annual reviews for existing conditions, including asthma, diabetes, and hypertension should contact the surgery as normal.
  • For repeat prescriptions, please continue to use the NHS APP or SystmOnline.
  • If you are having a life-threatening emergency, please call 999.
  • If you need urgent help but it is not life-threatening, call NHS 111.
  • A&E may not accept patients with ongoing issues managed by our GPs as they will be referred back to the practice. 

Benefits of Total Triage

This is an NHS requirement designed to:

  • Ensure patients with the greatest need are given priority appointments.
  • Improve access to care with the whole Practice Team.
  • Reduce the 8 am rush of telephone and walk in appointments.
  • Make sure you see the right person for your problem in a safe and timely way. 

Thank you for your support as we are making important changes to improve your care.

We have been working closely with our Patient Participation Group to ensure patients have a voice during these necessary changes in accessing primary care. If you have any questions or need further help, please contact our Reception Team. 

 

 

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