An Important Update About Booking Appointments at The New Surgery

Posted by: Max - Posted on:

Dear Patients,

We’re writing to let you know about a positive change we’re making to how you book appointments. We are introducing a new system called “Total Triage” to make it easier for you to get the right help, more quickly.

What is Total Triage?

“Triage” simply means making sure the most urgent cases are seen first and that everyone gets the right type of care from the right person.

Starting from the main way to contact us for an appointment will be by using a quick online form on our website or by phoning us.

Why are we doing this?

  • Fairness: It helps us care for the most urgent cases first.
  • Better Access: It makes it easier to get through to us on the phone and reduces waiting times.
  • Right Care, Right Time: You will always be seen by the most appropriate person, whether that’s a doctor, nurse, or another healthcare professional.

How will it work?

1. You tell us what you need.

You can do this in one of two ways:

  • Online (Quickest & Easiest): Fill out a simple form on our website at https://thenewsurgery-folkestone.webgp.com/
  • By Phone: Call the practice as usual. Our care navigators will ask you a few questions to understand how we can best help you and will complete the form for you, only if you do not have internet access or struggle with technology. An appointment will not be given on the phone.

2. We promise to respond.

A member of our team will look at your request and get back to you by the end of the next working day. We will let you know what the next step is—this might be:

  • A phone or video call with a doctor or nurse.
  • An appointment booked for you at the surgery.
  • Advice on how to manage your symptoms.
  • A referral to another service if that’s best for you.

What if it’s an emergency or I need help very quickly?

This new system is for routine and urgent appointments. If you have a life-threatening emergency, please call 999 immediately. For urgent medical advice when we are closed, please call 111.

We are here to help.

We know change can be worrying, but we believe this new system will be much better for everyone. Our team is trained to help you and everything you tell us remains completely confidential.

  • Thank you for your support as we make this change to improve our service for all our patients.
  • Best wishes,
  • The Team at The New Surgery