Making It Easier to Get Help from Liquorpond  Surgery – Starting 1st August 2025

We know it can be sometimes frustrating trying to get an appointment — the phone lines are often busy, and appointments go quickly. That’s why we’re changing the way you contact us for help.

From 1st August 2025, we’re moving to something called Total Triage. It’s a new system that many GP practices across the country are already using, and the NHS is encouraging all practices to adopt it.

 

What is Total Triage? 

Total Triage is a new system being adopted by Liquorpond Surgery, starting August 1st, 2025. It means that every request for help, whether it's for a health concern, a sick note, or advice, will first be reviewed by a trained doctor or nurse. They will then decide the most appropriate way to help based on urgency and who is best suited to address the issue. This system is encouraged by the NHS and is already in use by many GP practices.

  • People with urgent problems can be seen more quickly.
  • You’ll be matched with the right person for your issue — not always a GP.
  • It’s a fairer and more flexible system for everyone.
  • Decisions can be made earlier and more safely.

How to submit your request? 

You can contact us in different ways:

  • Online using AccuRx – This is the fastest and easiest way. Just fill out a form explaining your issue. You can do this via the website or the NHS APP. 
  • By phone – If you can’t go online, call us. A team member will ask you some questions and fill out the form for you.
  • In person – You can come to reception and speak to a member of the team, who will help complete the form with you.

🛑 Please remember: However you contact us — online, by phone, or in person — everyone must complete the same AccuRx request form. This ensures we can assess every patient fairly and safely.

Coming into the surgery, waiting in a queue, or calling does not mean you’ll automatically get an appointment. There is no separate queue or “back door” — all requests go through the same ‘triage’ process.

 

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You will then be directed to AccuRx to submit your request which will look similar to the below.

 

That’s okay. If you can’t go online, you can:

  • Call the practice and speak to someone who will help fill in the form.
  • Visit the surgery and speak to reception face-to-face.

You won’t be treated any differently depending on how you get in touch — everyone is treated equally.

Once your request has been reviewed, we might:

  • Offer you an appointment with a GP, either face-to-face or by phone.
  • Book you in with someone else who can help, like a pharmacist, nurse, physiotherapist, or mental health worker.
  • Refer you directly to another service, like a local pharmacy or optician.
  • Give you advice, a prescription, or a sick note without an appointment.
  • Refer you to a specialist if needed.

No, physically coming into the surgery, waiting in a queue, or calling does not automatically guarantee an appointment. All requests, regardless of how they are initiated, must go through the same "triage" process using the AccuRx form. There is no separate queue or "back door" for immediate appointments; every request is assessed fairly and safely through the same system.

What is AccuRx? 

AccuRx is the online form you can fill out to request help or ask for things like sick notes or repeat prescriptions. If you’ve used it before, this new system will feel familiar.

If you haven’t used it yet, don’t worry — we’re here to help and guide you through it.