From 14th January 2026, our practice will be using a total triage system for all appointment and administration requests. This means every request will start with a short online form submitted through our Digital Front Door, allowing our team to assess your needs and direct you to the most appropriate care.
This approach will help us review requests safely, reduce unnecessary appointments, and manage increasing demand so our team can focus where they are needed most.
In preparation for the launch of your new Digital Front Door, we have included an overview and some frequently asked questions in the dropdowns below:
How to Request Help
All appointment and administration requests will start with a short online form submitted through our Digital Front Door. This form will help us understand your needs so we can direct you to the right care.
If you can go online
You will be directed to complete your request using the Paco GP Front Door which will be available on the practice homepage.
This will be the quickest way to contact us and will keep our phone lines free for patients who cannot use online forms.
If you cannot go online
Our reception team will help you complete the form by phone or in person.
You will be asked the same questions as the online form to ensure fairness.
Important:
Calling or coming to reception will not result in a quicker outcome.
All requests will enter the same queue and will be reviewed in the same way.
Your Patient Journey – Step by Step
Step 1: You submit a request
You will complete a short online form through the Paco GP Front Door.
If you cannot complete it online, our team will help you.
Step 2: We review your request
A clinician or administrator will assess your request to determine urgency and the best next step.
Step 3: We decide the appropriate outcome
Depending on your needs, we may offer:
- A same-day or routine appointment
- A telephone, face-to-face, or online consultation
- A message or advice from a clinician
- A prescription or medication review
- A sick note or administrative document
- A referral
- Signposting or self-care advice
We will only offer appointments when clinically needed, helping reduce wait times.
Step 4: We contact you
We aim to respond to all requests within 3 working days, unless the issue is urgent.
Urgent requests will be reviewed on the same day and we will contact you as soon as possible.
Step 5: Follow-up if needed
We will arrange any required monitoring, appointments, or paperwork.
How long will it take?
We respond to all routine requests within 3 working days.
- Urgent requests will be reviewed on the same day.
- You will not be seen faster by calling or attending reception, as all requests follow the same process.
- Response times may vary during periods of high demand, but urgency and clinical need always guide our decisions.
Frequently Asked Questions
Why are you using a total triage system?
Total triage will ensure that every request is reviewed safely and fairly. It will reduce unnecessary appointments, help us manage demand, and direct patients to the right care first time.
Do I have to complete an online form?
Yes. All appointment and admin requests must begin with a Digital Front Door form.
If you cannot complete it online, our staff will support you.
Will I get a quicker outcome if I call or attend reception?
No. Calling or visiting will not speed up your request.
A form must still be completed, and all requests go into the same queue.
How long until I hear back?
We aim to respond within 3 working days.
Urgent requests will be assessed same day.
What if my request is urgent?
Submit your request as early as possible.
For life-threatening symptoms such as chest pain or difficulty breathing, call 999 immediately.
What if I cannot use the online form?
Our team will help you complete the form by phone or in person.
You will be asked the same questions as on the online form.
Can I submit a request for someone else?
Yes, if they give consent or you care for them and they cannot complete the form themselves.
Will I always get an appointment?
Not always. After reviewing your request, we will offer the most appropriate outcome. This may be advice, a prescription, a message, or a referral instead of an appointment.
What types of requests can I submit?
You will be able to use the Digital Front Door for:
- Appointment requests
- Sick notes
- Medication and prescription queries
- Test result queries
- Administrative forms and letters
- General health questions
Is my information secure?
Yes. Your information will be kept confidential and stored safely in line with NHS data protection standards.