Important Update on How to Access GP Appointments
Marden Medical Practice – Moving to a Total Triage Model Using eConsult
Date: 30th October 2025
We are moving to a Total Triage model for GP appointments
From 17th November 2025, Marden Medical Practice will be moving to a Total Triage model using Accurx eConsult for all GP appointment requests. This means that all requests for GP appointments will now start with an online Accurx eConsult form, allowing our clinical team to review your needs and direct you to the most appropriate care, whether that’s a GP, another clinician, or self-care advice.
For appointments with our practice nurses, health care assistants and specialist clinics, patients can continue to contact the practice as they do now to schedule an appointment.
Why are we making this change?
As part of the new national GP contract, GP practices are required to ensure that eConsult and other online consultation tools are available to patients throughout core practice hours (08:00–18:30, Monday to Friday).
While we fully support improving access and patient choice, this change is unsustainable if all patients request GP appointments without triage or prioritisation. Demand for appointments continues to rise, and we must ensure that we use our limited GP capacity safely and fairly.
The Total Triage model allows us to assess every request based on clinical need, ensuring that patients with acute medical issues are prioritised, while those with routine or self-limiting issues receive timely and appropriate advice.
What does this mean for you?
From 17th November 2025:
• To request a GP appointment, patients should submit an eConsult form via our website.
• Our clinical team will review every eConsult and decide the most appropriate next step, which may include:
– A same-day or routine GP appointment, telephone call or message
– An appointment, telephone call or message from another clinician (e.g., pharmacist, nurse, or physiotherapist)
– Referral to a community service
– Self-care advice or information where it is safe and appropriate to do so
This ensures that patients are seen by the right person, at the right time, and that time-sensitive needs are prioritised appropriately.
Appropriate Use of eConsult and Contacting the Practice
eConsult should be used for non-emergency medical problems, administrative requests, or repeat prescription queries. Please do not use eConsult for emergencies or situations where you believe your condition is life-threatening.
Before submitting an eConsult, we encourage all patients to:
• Consider self-care options first — many common conditions such as coughs, colds, sore throats, and minor aches can be managed safely at home or with advice from a pharmacist.
• Use NHS 111 online (or call 111) for urgent problems when you are unsure what to do.
• Call 999 or attend A&E if you are experiencing severe chest pain, breathing difficulties, signs of stroke, heavy bleeding, collapse, or any life-threatening emergency.
Please note: GP practices are not emergency services. Our role is to provide safe and effective non-emergency medical care within general practice hours.
By using eConsult appropriately, patients help ensure that appointments are available for those who need them most.
Alternative ways to get help
We understand that not everyone can access or complete an eConsult.
If you are unable to use digital services:
• Our Care Navigators at reception can help you complete an eConsult over the phone or in person.
• We also have digital devices available in the practice for patients to use, with staff on hand to support you.
This means that no one will be excluded from accessing care because they cannot use online services.
Benefits for patients
Moving to a Total Triage model offers several advantages:
• Faster access – requests are reviewed promptly and directed to the right clinician.
• Better communication – many problems can be managed safely online or by phone without needing to come in.
• Fairer system – appointments are prioritised based on clinical need, not who calls first.
• Reduced waiting times – by using the whole practice team effectively.
• Empowerment – patients are supported to use self-care and pharmacy services where appropriate.
How to submit an eConsult
Visit our website: www.mardenpractice.co.uk
Click the “Contact us online” link at the top of our homepage and complete the short online form.
You will receive a response from the practice by the end of the next working day.
Thank you for your understanding
We appreciate your patience and cooperation as we are introducing this new system. Our aim is to continue providing safe, effective, and accessible care for all our patients, ensuring that everyone receives the right care, at the right time, from the right person.
For any questions or support, please contact our Care Navigation team at the Practice.