We offer appointments via phone and face to face.
What is Total Triage?
Total Triage is a system where all requests for appointments, medical advice, medication queries, and administrative requests are reviewed first by a skilled member of our triage team, led by the triage GP. This approach moves away from a “first-come, first-served” system and instead prioritises patients based on their clinical need and urgency.
The goal is to end the “8am scramble” for appointments and offer more convenient, equitable access for all patients.
NB. All nurse and healthcare assistant (HCA) appointments (including blood tests) will still be bookable in the usual way, either online or by speaking to reception.
What is Changing?
- From 5th January 2026, all requests for appointments with a GP or urgent care practitioner (UCP) should be made via our online consultation service, which is accessible via our practice website or the NHS App. This includes both routine and urgent/on-the-day appointments. Contact us online and NHS App
- Patients who contact the surgery via telephone or in person to request an appointment, will be encouraged to use the online triage form where possible or supported by reception to do so.
- Using the online form helps free up phone lines for those who need them most and allows you to submit your request at a time that is convenient for you during the day. It also helps to ensure the triage team have the full and correct information to reach an appropriate triage outcome.
How It Works
- Submit a Request: You can submit your symptoms or request using the online form on our website or through the NHS App. Please give us as much relevant information as possible, including how long you’ve had symptoms and any treatment you’ve already tried. Contact us online
- Clinical Triage: A member of the triage team will review your request.
- Receive a Response: We will respond to your request within one working day to let you know how your issue will be handled. This might include:
- A face-to-face or telephone appointment with a GP.
- A face-to-face or telephone appointment with another healthcare professional (e.g. UCP, physiotherapist, pharmacist).
- Self-care advice or a direct referral to a community service like your local pharmacy
Important Safeguards
- If your symptoms are life-threatening or you are seriously unwell, do not use the online form. Please call the practice immediately or, if it is an emergency, call 999.
- No technology access? If you cannot use the online form, you can still call the practice or visit our reception team, and a member of staff will complete the form on your behalf.
We are confident this new system will help us to provide safer, more accessible, and more efficient care for all our patients. We appreciate your support as we transition to this new way of working.
For more information, please visit our practice website or the NHS England guidance page.
Nurse and Health Care Assistant Appointments
You will not need to complete an online form to book appointments with our Nurses or Health Care Assistants – these can be booked by calling the surgery directly.
Extended access
Appointments with a GP or practice nurse are now available in the evenings and weekends for patients registered at this practice. These are called ‘extended access’ appointments.
We are working with other practices in Bedfordshire to provide these additional appointments to increase access to healthcare at times that are convenient to patients.
When you call to make an appointment we may offer you an extended access appointment. This appointment could be held at another local practice and with a GP or practice nurse from another practice.
Our reception team will confirm all of the details at the time of booking and if you are registered to receive text message alerts, you will receive a text message to confirm the date, time and location of your appointment.
Your appointment
However you choose to contact us, we may offer you a consultation:
- by phone
- face to face at the surgery
- by text or email
Appointments by phone, text or email can be more flexible and often means you get help sooner.
Please make sure we have the correct contact details on your record. We also use SMS via your clinical record. Please do not opt out of receiving SMS messaging if you wish receive appointment reminders and important messages from the practice.
Cancelling or changing an appointment
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- use the GP online system: SystmOnline
- use the cancel an appointment form
- phone us on Potton Surgery 01767 260340 or Gamlingay Surgery 01767 260340 during opening times
Appointments at the practice are in great demand and whilst failing to attend one appointment may be an oversight on your part, it does nothing to help us to meet the ever-increasing demand for appointments.
On average we have 200 ‘failed to attend’ appointments per month, which equates to two doctor’s sessions for a whole week. We simply do not have the resources to accommodate so many missed appointments.
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
The patient will either be given telephone advice, a face to face appointment or a home visit.
If a patient requires a face to face appointment, they will be allocated an appointment at one of the locations listed below:
- Biggleswade Hospital, Potton Road, Biggleswade
- Bedford Hospital, Kempston Road, Bedford
- Town Centre GP Surgery, Luton
- Leighton Buzzard Health Centre
- Priory Gardens Surgery, Dunstable
- Highlands, Flitwick
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, text or email
- if you need an interpreter
- if you have any other access or communication needs
Home visits
Home Visits are for patients whose medical condition prevents them from attending the surgery. Please let us know before 11am if you need a home visit. You will usually speak to a doctor to assess the situation first.
Please remember that several patients can be seen at the surgery in the time it takes to make a visit and facilities to examine and assess a patient at the surgery are far better than at home.