Heidi Health Trial
In your upcoming appointment, your GP may be using a new computer-based tool to help them write the appointment note about your visit. The tool is called Heidi. Click on the FAQs below for more information:
SystmConnect

Introducing our new ‘Total Triage’ appointment system: Effective from 26th September 2024
We have now introduced our new Total Triage appointment system which came into effect on Thursday 26th September. We recognise this is a major change for our patients and therefore we want to provide as much information and support as possible as we all get used to the new system together.
What is Total Triage?
Total triage is a system designed to ensure that every patient requesting an appointment at their GP practice is assessed promptly and efficiently. Instead of booking an appointment via our reception team, each patient will submit an online form detailing their request and this will be reviewed by a GP who will assess the urgency and type of care you need. All information submitted via the form is confidential as are all your clinical records. This system allows the practice to prioritise patients based on clinical need, ensuring that those who require immediate attention receive it promptly, while others may be scheduled for routine appointments or directed to other appropriate services. This system aims to streamline the care process, reduce waiting times, and make sure you receive the right care at the right time.
Why the Change?
We believe that total triage is the most effective way that we can maintain a safe and accessible service for our patients based on clinical need. We acknowledge that our previous system was unsustainable with a waiting time of around three weeks for a routine appointment. We would like to offer a fairer system ensuring equity of access for all whilst also ensuring the doctors have a safe and manageable workload.
Please Don’t Worry…
We understand that you may have concerns about our new system. We want to reassure you that this system is not intended to be a barrier to accessing appointments, particularly for our most vulnerable patients. For those who do not have internet access or are unable to submit an online form, our telephone lines remain open as usual. When you speak to the receptionist, they will go through the questions with you and submit the form on your behalf. We have consulted our Patient Participation Group (PPG) to gain valuable feedback on how to communicate this change with our patients and alleviate any anxiety you may have about making an appointment with the new system.
Please read our FAQs below by clicking the blue banner for more detailed information on how to use the system: