19/01/2026
Dear Patient,
At Chelston Hall Surgery, we are committed to improving access to care and ensuring you have the best possible experience when contacting the surgery.
In October we changed our online system to help improve access online for patients. We are now moving to the next stage of improving access with the introduction of a Total Triage model for routine appointment requests.
From Monday 26th January 2026, all routine appointment requests will be triaged by a GP before an appointment is booked.
What is Total Triage?
Total triage means that every routine request is assessed by a GP first. This allows us to:
Make sure you are seen by the right person, at the right time.
Manage requests safely and efficiently.
Ensure our clinical team can spend more time providing care where it is needed most.
What this means for you?
There is no major change to how you request a routine appointment. If you are not already registered with Dr iQ, our Health Navigator team will complete a request for you while you are on the call.
Our Health Navigators may ask a few more questions than before so the GP has the information they need to triage your request.
Our Health Navigators will not make clinical decisions – all requests will be reviewed by a GP.
Once triaged, we will contact you with the outcome and next steps as soon as possible.
Would you prefer to submit the request yourself?
If you would rather complete a request online, you can do so anytime via Dr iQ: https://www.chelstonhall.co.uk/services/online-services/
Why we are making this change?
To improve access and patient experience.
To ensure you are directed to the correct professional or service.
To help you receive the most appropriate care as quickly and safely as possible.
Urgent Appointments:
This change applies only to routine appointments.
The process for urgent care remains the same.
Patients remain at the heart of every decision we make, and we thank you for your continued support as we work to improve access, care, and experience for our community.
Chelston Hall Surgery Team
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