Getting ready to launch Total Triage

Starting Wednesday 11 June 2025

We are pleased to announce that we’re preparing to introduce Total Triage at Sheepmarket Surgery and St Mary’s Medical Centre, starting on Wednesday 11 June 2025. This change aims to make it easier and fairer for you to access care by improving the way we manage appointments.

Total Triage is a new way of working that changes how we assess and manage your requests for care. When you contact us, you will be asked to provide some information about your health concern. Our team of Triage Clinicians will review this information to determine the best next step for your care. This system will help us respond more quickly, reduce waiting times, and ensure you receive the right care at the right time.

Currently, appointments are given on a first-come, first-served basis, which can sometimes lead to long waits, especially in the rush at 8am. This new system will allow us to manage appointments more efficiently, prioritising those who need care most urgently. It will also mean that you, as a patient with more urgent needs, will be seen more quickly.

Anima

You will still contact us in the same ways as usual – via Anima on our website, by phone, or in person. No method of contact is faster than another, and all requests will be handled in the same way - through Anima, our online consultation platform. If you prefer to contact us by phone or in person, our Patient Service Advisors will use Anima to record your health concern. During busy times, you can also use our callback service, which holds your place in the queue and returns your call when it’s your turn.

Anima will guide you through a secure health questionnaire that helps our Triage Clinicians better understand your needs. The questionnaire is designed to gather relevant information about your health concern in a structured and secure way.

Once submitted, our team of Triage Clinicians will assess your request and determine the best next step. This might involve offering self-care advice, referring you to a local service or pharmacy, or arranging an appointment.

We aim to respond to all requests within 24 hours. If we need more information, you may receive a message with a link to provide additional details. Urgent issues will be prioritised for same-day appointments, while routine appointments may be scheduled for a future date. You will receive a booking link or be contacted by phone.

Appointments will be with the healthcare professional best suited to your needs – whether it’s a doctor for general health concerns, a physiotherapist for musculoskeletal issues, or a nurse for long-term conditions like asthma or diabetes.

If all appointments have been allocated for the day, an urgent on-call GP will be available for health concerns that cannot wait until the next day.

We’re working closely with our Lakeside Healthcare partner, The Hereward Practice in Bourne, which introduced Total Triage in November 2024. They’ve seen an improvement in patient access to care and have shared their experience with us to help guide our approach. We’re also conducting a project to analyse patient appointment data to ensure the transition is as smooth as possible for everyone.

We’re also working with Anima to introduce account-less access, making it easier for you to contact us. This means you will no longer need to create an account to use Anima. This project is in the early stages, and we’ll share more details with you soon and keep you updated as we progress.

For anyone unsure about using Anima, we’re here to help. We will be offering digital drop-in sessions to help you get familiar with Anima. While we don’t have specific dates yet, please watch out for more information as these sessions will be happening soon. Additionally, we’ll have Digital Champions at each practice who can help if you need extra support.

We are also providing training for all our staff to make sure they’re confident with the new way of working. We want you to know that although the process is changing, the quality of your care won’t. What’s changing is how we understand and respond to your needs more effectively.

We’ll keep you updated with important information about these changes between now and Wednesday 11 June 2025. Look out for posters and displays with more details at both St Mary’s Medical Centre and Sheepmarket Surgery. You will also find further information on our website and Facebook pages soon.

Thank you for your support as we work to improve the care we provide.

Yours sincerely,

The Stamford Surgery Team

Published: Apr 7, 2025