From Wednesday 10th December, 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. To submit a request, please click on the Paco GP Front Door below to access our Digital Front Door.
This approach helps us review requests safely, reduce unnecessary appointments, and manage increasing demand so our team can focus where they are needed most.
How to Request Help
All appointment and administration requests must start with a short online form submitted through our Digital Front Door. This form helps us understand your needs so we can direct you to the right care.
If you can go online
Please complete your request using the Paco GP Front Door above.
This is the quickest way to contact us and keeps 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 enter the same queue and are reviewed in the same way.
Your Patient Journey – Step by Step
Step 1: You submit a request
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 assesses 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 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 are 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 are 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 ensures every request is reviewed safely and fairly. It reduces unnecessary appointments, helps us manage demand, and directs 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 does 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 are 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 can 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 is kept confidential and stored safely in line with NHS data protection standards.