A new way to book GP appointments at Greendale Primary Care Centre

We’ve introduced a new online system called digital total triage to make it easier for patients to book appointments with doctors at Greendale Primary Care Centre. Instead of waiting on the phone, patients can now tell us what they need online, in their own words, at a time that suits them. It’s quick, simple, and private.

Why did we make this change?
We know how stressful it can be to wait on hold or explain personal details at reception. Our new system means patients can share their health concerns confidentially and securely. It also helps us manage demand better, so urgent GP appointments are seen quickly and routine appointments are booked without unnecessary delays.

What patients are saying
People who’ve tried the new system have told us it feels more confidential and much quicker than before. One patient said:
“Much more confidential than talking in reception or on the phone.”

Another told us:
“It was super-efficient – I got a response very quickly.”

And others like the flexibility:
“I could say it was non-urgent – next week is ok.”

Dominique Bestwick, Practice Manager at Greendale Primary Care centre shared:

“Introducing digital total triage was a big step for us, but the feedback has been overwhelmingly positive. Patients feel it’s quicker and more private, and staff say it’s helping manage demand more effectively. It’s early days, but we’re confident this is the right direction for the future.”

What the numbers show
Between 1 October and 14 November, Greendale Primary care Centre booked over 2,000 GP appointments through the new system. Of these:

• 58% were same-day appointments for urgent needs.
• 42% were routine appointments booked for later dates.

This means patients are getting the right care at the right time, and our phone lines are less congested for those who still need to call.

What does this mean for patients?
If patients need to see a GP, they can now go online and tell us what’s wrong. They can also let us know if it’s urgent or if they’re happy to wait. This helps us prioritise and make sure everyone gets the care they need.

What if patients can’t get online?
The new system is an extra option, not a replacement for face to face and telephone bookings. We want to make access easier for everyone.

What’s next?
We’ll keep listening to feedback and improving the process. Early results show this change is making a real difference for patients and staff, and we’re excited to keep building on that. We will be rolling out to our other practices over the next couple of months.