Total Triage

The way you book appointments with us at Coalway Road Surgery has changed. We have moved to a new system for patients to book appointments called Total Triage. Total Triage is a new approach recommended by NHS England, to improve access to services. The main purpose of Total Triage is to:

  • -enhance the quality of care our patients receive 
  • -ensure they are given the most appropriate appointment or advice to meet their needs
  • -communicate with patients in a timely way

    We want to make the process of booking an appointment with your GP practice as fair as possible.

    The quickest way to contact your surgery with medical or administrative queries is by submitting an online request here on our website or through the NHS App. Alternatively, if you are unable to complete an online request, please call 01902 339296 and a member of staff will be happy to complete it on your behalf.

    For a list of Frequently Asked Questions (FAQs), click here.

    Your Appointment

    However you choose to contact us we may offer you a consultation:

    • By phone
    • Face-to-face at the surgery
    • On a video call
    • By text or email

    Appointments by phone, video call or by text or email can be more flexible and often means the doctor or nurse can help you sooner.

    We usually provide a telephone appointment and then offer a face-to-face appointment if needed.  However, if you prefer a face-to-face appointment, please tell us. 

    If you need help with your appointment, please tell us:

    • If there’s a specific doctor, nurse or another health professional you would prefer to respond
    • If you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
    • If you need an interpreter
    • If you have any other access or communication needs.


    We are committed to maintaining professional standards. For certain examinations during consultations an impartial observer, called a chaperone, will be required. 

    This impartial observer will be a practice Nurse, Health Care Assistant or chaperone trained receptionist who is familiar with the procedure and be available to reassure and raise any concerns on your behalf. If a chaperone is unavailable at the time of your consultation, then your examination may be re-scheduled for another time. 

    You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined. 

     The role of a chaperone: 

    • Maintains professional boundaries during intimate examinations. 
    • Acknowledges a patient’s vulnerability. 
    • Provides emotional comfort and reassurance. 
    • Assists in the examination. 
    • Assists with undressing patients, if required. 

    Cancelling or changing an appointment

    If you are cancelling an appointment for the same day, please contact the surgery.

    Please let us know if you will be late or unable to keep your appointment so that it can be offered to another patient; if you don’t attend, or don’t answer your video or telephone call this will be treated as a DNA appointment.

    If you are cancelling an appointment for another day, please cancel your appointment by:

    • Phone
      – Monday to Friday, 8am to 6.30pm
    • Visiting the surgery and speak with a receptionist
      – We are open Monday to Friday, 8am to 6.30pm
    • Replying ‘Cancel’ to SMS text message Reminder

    When we are closed

    NHS 111

    If you are very unwell and you cannot wait until the surgery has opened, please call NHS 111 by dialling 111, and they will be able to advise on the care that you need. They can organise emergency services or an ambulance if needed. The NHS 111 is staffed by fully trained advisers supported by experienced nurses, pharmacists, and doctors. The NHS 111 service is available if you require urgent medical help, but it is not a life-threatening situation.

    Late Night Pharmacies

    As qualified healthcare professionals, community pharmacists can offer clinical advice and over-the-counter medicines for a range of minor illnesses, such as coughs, colds, sore throats, tummy trouble and aches and pains.

    If symptoms suggest it’s something more serious, pharmacists have the right training to make sure you get the help you need. For example, they will tell you if you need to see a GP, nurse or other healthcare professional.

    All pharmacists train for 5 years in the use of medicines. They are also trained in managing minor illnesses and providing health and wellbeing advice.

    Many pharmacies are open until late and at weekends. You do not need an appointment.

    Most pharmacies have a private consultation room where you can discuss issues with pharmacy staff without being overheard.

    You can find out your nearest open pharmacy on the website.  Once you have searched for the location, you can select ‘only show pharmacies open now’ if you are searching outside of usual business hours.