Accessing Care at Thorpe Road Surgery




From 1st November 2022, big changes are coming to the way you book appointments with us!

We know that changes can be confusing, so this page is to let you know what is changing, what it means for you as a patient, and answer any concerns or queries you may have.


What is Changing?

From 1st November 2022, all appointment requests will go via our new triage portal.

No more waiting on the phones at 8am, and no need to sign up for an account: Simply submit a quick online request via the link on our website homepage letting us know what we can help with and when you’re available, and one of our team will be in touch ASAP.


Questions and Answers

What if I can't use the triage portal or I don't have internet access?

Don't worry! If you can't complete it yourself for any reason, call us at 8 am on 01733 302189 and one of our team can complete the form with you over the phone or at reception.

What does "triage portal" mean? What does it do?

The triage portal is a simple web-based form that takes the same information you would normally give us when booking an appointment (your name and details, along with a brief description of the problem and how you'd like us to help). Our team then use the information you provide to arrange an appointment for you.

Is it a long form?

No. There are only 3 questions you have to answer, and 2 optional ones.

Do I need to download an app or provide ID to use it?

No. The triage portal is accessible from any web browser - from a tablet, smartphone, or computer. You will need to confirm some information (e.g. name, date of birth), but no ID is needed. You can even save the link to your favourites for next time.

Is the website secure?

Yes. Only verified staff at the practice will be able to see the information you send in. More information on data security can be found on our website.

If I phone up, will I get an appointment faster?

No. Patients will be directed to use the triage portal if they are able. If you cannot use the form for whatever reason, our team will complete it on your behalf, so it will not be any quicker or slower.

I work - how can I let you know when I will be contactable?

The form lets you specify any times you aren't available to be contacted, so we won't call you in the middle of a meeting or the school run.

Can I request a specific clinician or appointment type?

You can let us know any preferences you may have, however we may not always be able to accommodate these (for example, if you have requested a telephone appointment but your condition requires examination).

Is the portal just for appointments? What about requesting tests, hospital referrals etc?

You can request these via the portal, but most of the time, a clinician will need to speak to you before requesting any tests or referrals, so please be aware that you might need an appointment to discuss your request.

Can I make a request on behalf of a relative or friend?

Yes - the form will ask if you are requesting for yourself or someone else. Please be aware that we will need consent from the individual to liaise with you if they have the capacity to give consent themselves.

How long are the appointments?

The majority of GP and nurse appointments are ten-minute duration. We ask that you try to observe the “One appointment, one problem” ethos. We strive to deal with each medical problem to the highest standard and this proves to be difficult if we are asked to deal with a number of problems in one appointment slot.


Thank you in advance for your patience and understanding as we enact this change.

Published: Oct 13, 2022