The Surgery Horndon-On-The-Hill

111 online is a fast and convenient alternative to the 111 phone service and provides an option for people who want to access 111 digitally. 

Your needs will be assessed and you will be given advice about whether you need:

• Treat yourself at home
• Go to a Primary Care Centre

If you need face to face medical attention you may be asked to attend a Primary Care Centre.

Click here to access NHS 111 online or call 111 to speak to a staff member.

Healthwatch Thurrock

gives you the opportunity for your views to be heard on the services you use in Thurrock. If you would like to help make the changes to get the best out of your services, then we want to hear your experiences, good or bad!

Contact us   Tel: 01375 389883

Email:            admin@healthwatchthurrock.org

Twitter:          @HealthwatchThrk

Facebook:    @HealthwatchThrk

Post (no stamp required):  Freepost, Healthwatch, Grays, Essex RM17 6XP

Web site:       www.healthwatchthurrock.org

PRACTICE FAIR PROCESSING & PRIVACY NOTICE

Your information, your rights

Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 2018 and the EU General Data Protection Regulations (GDPR). 

The following notice reminds you of your rights in respect of the above legislation and how your GP Practice will use your information for lawful purposes in order to deliver your care and the effective management of the local NHS system.

This notice reflects how we use information for:

• The management of patient records;
• Communication concerning your clinical, social and supported care;
• Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;
• Participation in health and social care research; and
• The management and clinical planning of services to ensure that appropriate care is in place for our patients today and in the future.

Patients have all rights to know and understand the policy, please contact reception for more information.

Total Triage in UK GP Practices

Total triage is a patient management system implemented in UK general practices to streamline access to care by ensuring all patient requests are clinically assessed (triaged) before appointments are allocated. This model prioritizes need over timing, aiming to improve efficiency, equity, and patient safety.

In the new NHS contract, “from the 1st of October 2025 GP practice must ensure that their website provides continuous access to online consultation forms during its core hours between 8am to 6:30pm. At Matching Green Surgery, we are already preparing for this significant change, and we are already providing online access from 8am to 5:00pm which will be changed to 8am to 6:30pm on the 1st of October 2025.

We use the Accurx - GP software tool to manage all our online consultation requests. Below is a detailed breakdown of its key aspects:

Definition & Core Principles

· What It Is: Total triage requires patients to submit their symptoms or requests via digital forms on Accurx or with receptionist assistance. A clinician then reviews the information to determine the appropriate response (e.g., face-to-face appointment, phone consultation, self-care advice, or referral to another service). Patients will also be informed of service providers like Pharmacy First Services for common conditions. We have provided the inclusion criteria for this service and the local providers of this service.

Key Goals:

· Equitable Access: Prioritizes patients based on clinical urgency, not who calls first.

· Reduced Footfall: Minimizes unnecessary in-person visits.

· Workforce Efficiency: Allocates tasks to the most suitable clinician (e.g., pharmacists, nurses, mental health practitioners, paramedics.

2. How It Works

· Patient Submission:

· Digital: Patients complete online forms detailing symptoms. Non-digital users can call reception, where staff input their information into the same system.

· Triage: A clinician reviews submissions, categorizing urgency (e.g., same day, within 3 or 7 days) and directing patients to the right service.

· Outcomes:

· Remote Consultations: Many queries are resolved via phone, video, or messaging.

· Face-to-Face: Reserved for cases requiring physical examination.

· Signposting: Patients may be redirected to pharmacies, mental health services, or physiotherapists.

3. Benefits

· For Patients:

· Convenience: Avoids 8 AM phone rushes; submissions can be made anytime during core opening hours. Also, access to some services like admin requests can be accessed during this time.

· Faster Access: Urgent cases are identified promptly.

· Transparency: Clear pathways for care and allows patients to choose the most convenient time to attend for their appointment.

· For Practices:

· Workload Management: Reduces pressure on GPs by delegating tasks.

· Data-Driven Care: Digital records improve continuity and monitoring.