Triage
Are you here to better understand our triage process?
We are encouraging all patients to use SystmConnect for all queries and appointment requests. This allows you to submit details of your concern directly to our clinical team, who will review and triage your request as quickly as possible.
If you have been directed to this page for information about Cora Health, Pharmacy First, the Minor Eye Conditions Service or other healthcare services available to you, please see the information below.
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Why triage? Why SystmConnect?
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Why can't reception submit my request?
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Pharmacy First
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Minor Eye Conditions Service (MECS)
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Cora Health
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What if I cannot use SystmConnect?
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My issue is urgent, what should I do?
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When can I submit a request?
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Prescription requests
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Where is the 'BLUE' button?
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Resources
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Our activity during Covid
Triage is the process of assessing your symptoms or request to determine how urgently you need care and which service or healthcare professional is best placed to help you.
Our team reviews the information you provide and considers the urgency of your needs before deciding the next steps.
We understand that this is a change to how you have previously contacted the practice, and we appreciate that it may take some time to get used to.
We are now asking all patients to submit their appointment requests and medical queries through SystmConnect. This allows you to explain your symptoms, concerns and what you feel you need help with in your own words, ensuring that the relevant information goes directly to our clinical team for triage.
As part of our ongoing review of patient feedback and complaints, we have identified that allowing patients to provide their own information directly can help improve communication and reduce the risk of important details being missed, misunderstood or misinterpreted when information is relayed through another person. We believe this approach will help ensure that our clinical team has the clearest and most accurate understanding of your concerns from the outset.
By using SystmConnect, your request goes directly to our clinical team for review, without needing to be relayed through reception first. Our clinicians can then assess your request, determine the most appropriate next steps and prioritise patients according to their clinical needs.
Please be reassured that submitting your request online does not put you at a disadvantage. Requests are assessed according to clinical urgency and need, rather than whether you contact us online or by telephone. Contacting the practice by telephone does not give a request priority over one submitted through SystmConnect.
We appreciate that changing the way you contact us may take a little getting used to, but we believe this approach will help us improve communication, provide a more efficient service and ensure that your concerns are communicated as accurately as possible.
What is Pharmacy First?
Pharmacy First is an NHS service that allows patients to receive advice and, where appropriate, treatment for certain common illnesses directly from a community pharmacy, without necessarily needing a GP appointment.
Pharmacists are trained healthcare professionals who can assess your symptoms, recommend suitable treatment and advise you on the next steps.
The service covers seven common conditions:
Sinusitis.
Sore throats.
Earache in children.
Infected insect bites.
Impetigo.
Shingles.
Uncomplicated urinary tract infections (UTIs) in eligible women.
Age restrictions and eligibility criteria apply to some conditions.
How do I access Pharmacy First?
You have two options:
1. Visit your pharmacy directly
You can contact or visit a participating community pharmacy to ask for advice about your symptoms. You do not need to contact the surgery or obtain a GP referral before attending.
2. Submit a request through SystmConnect
If you submit a SystmConnect request for a problem that our clinical team determines can be appropriately managed through Pharmacy First, we may ask you which pharmacy you would prefer to use. With your agreement, we can then refer you directly to that pharmacy for assessment.
The pharmacist will assess your symptoms and determine the most appropriate care. Depending on your condition, this may include advice, treatment or referral to another healthcare professional.
Using Pharmacy First where appropriate can help you access care conveniently and may avoid the need for a GP appointment.
For further information about the service and the conditions it covers, please visit the NHS England Pharmacy First website.
What is the Minor Eye Conditions Service (MECS)?
The Minor Eye Conditions Service (MECS) is an NHS service that provides assessment and treatment for recently occurring minor eye problems through accredited opticians, without the need for a GP referral.
The service can help with a range of eye conditions, including:
Red, irritated, dry or uncomfortable eyes.
Watery eyes or recent eye discharge.
Eye inflammation or pain.
Recently occurring flashes or floaters.
Ingrowing eyelashes and foreign bodies in the eye.
How do I access the service?
You can refer yourself directly by visiting the Primary Eyecare Services website below and entering your home postcode to find a participating local optician.
Find your local Minor Eye Conditions Service
Once you have found a suitable optician, contact them directly by telephone to arrange an appointment. They will ask about your symptoms to help determine how quickly you need to be seen.
The service is available to patients of all ages. Children under 16 must be accompanied by an adult.
You do not need to contact the surgery or submit a SystmConnect request to access this service.
Please note that some symptoms, including sudden loss of vision or severe eye pain, may require urgent assessment. When searching for a local service, follow the advice provided by the service or seek urgent medical attention if necessary.
For further information, please visit the Primary Eyecare Services website.
Can I refer myself to Cora Health?
If you are experiencing muscle, joint or back pain, you may be able to refer yourself directly to Cora Health, our local community musculoskeletal (MSK) service, without needing to see a GP first.
The service can help with a range of problems, including:
Back and neck pain.
Shoulder, hip, knee, ankle and foot pain.
Muscle, tendon and ligament injuries.
Joint problems and arthritis.
Certain ongoing pain conditions.
Cora Health provides assessment, advice and treatment to help you manage your symptoms and improve your movement.
How do I self-refer?
You can find out more and complete a self-referral online via the Cora Health website:
Cora Health – Self-Referral Information
For the Mid and South Essex Community MSK and Pain Service, you can also telephone 01268 904 102 if you need help completing your referral or have questions about the service.
You do not usually need to contact the surgery or submit a SystmConnect request for an eligible MSK self-referral.
Please note that self-referral eligibility depends on your age, location and the nature of your condition. Cora Health's service is not suitable for every problem, and urgent injuries or other conditions may require a different pathway.
If you are unsure whether self-referral is appropriate for you, please seek advice from a healthcare professional.
We understand that not everyone feels confident using online services, particularly if this is new to you. However, we encourage all patients who have access to the internet to become familiar with using SystmConnect, as this is now our preferred method for submitting appointment requests and clinical queries.
If you are unsure how to use SystmConnect or feel uncomfortable completing a request online, our reception team will be happy to guide you through the process over the telephone. Our aim is to help you become confident using the system so that you can submit future requests independently.
Patients who genuinely do not have access to the internet will still be able to telephone the practice, and our reception team will submit the request on their behalf. We recognise that online services are not accessible to everyone, and we will continue to support patients who are unable to access the internet.
This approach allows us to improve how requests are communicated to our clinical team, while ensuring that patients who genuinely cannot access online services are not disadvantaged.
Although we deal with acute, same-day medical concerns, Greenwood and Wyncroft Surgery is not an emergency service, and neither is SystmConnect. Please do not wait for a response to an online request if you need urgent medical attention.
Life-threatening emergency: Call 999 or go to A&E.
Urgent medical advice: Contact NHS 111 online or by telephone, where appropriate.
Symptoms that are worsening while awaiting a practice response: Contact the practice and explain that your condition has changed.
If you think you may be experiencing a medical emergency, seek emergency help immediately.
SystmConnect is available for clinical requests between 8:00am and 6:30pm, Monday to Friday, during our practice opening hours. Clinical requests submitted outside these hours cannot be processed until the service is next available.
Administrative requests can be submitted at any time, including outside our normal opening hours. However, submitting a request outside opening hours does not mean it will be reviewed or actioned immediately. Administrative requests will be dealt with during our usual working hours.
Why is it important to select the correct request type?
When submitting a request through SystmConnect, please ensure you select the most appropriate heading for your query and provide all the relevant information.
The headings help direct your request to the correct team and ensure it is handled appropriately. Selecting the correct option is therefore an important part of the process.
Requests submitted under an incorrect heading will not be processed under that category. You may need to resubmit your request using the appropriate option before the practice can deal with it.
If you are unsure which heading to select, please read the descriptions provided within SystmConnect carefully before submitting your request.
We have not accepted prescription requests over the telephone for some time. All repeat prescription requests should be submitted through SystmOnline, our online service specifically for repeat prescriptions.
For further information, please visit our Repeat Prescriptions page.
Unlike SystmConnect, which does not require you to log in, SystmOnline requires you to have login details to access the repeat prescription service.
If you do not already have a SystmOnline account, our reception team will be happy to help you set one up. You can submit an administrative request through SystmConnect to request assistance with obtaining your login details, or alternatively, telephone the practice and speak to a receptionist.
Please be assured that our reception team is still available to help you access the appropriate online service if you need assistance.
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Resources
Covid 19 information
https://www.nhs.uk/conditions/coronavirus-covid-19/
https://www.gov.uk/coronavirus
https://www.who.int/emergencies/diseases/novel-coronavirus-2019
Long Covid information
https://www.yourcovidrecovery.nhs.uk/
Self-isolation notes
https://111.nhs.uk/isolation-note/
Local Phlebotomy services
https://www.meht.nhs.uk/services/a-z-of-clinical-services/b-services/blood-tests/
Mid and South Essex Hospital Trust updates
“In a Covid safe environment we are…”
1) Prioritising care for the most at risk – we have vaccinated % of our eligible patients by November 20
2) Performing contraceptive coils and implants
3) Carrying out minor surgery clinics
4) Administering steroid injections with Covid 19 related counselling
5) Able to perform more communication and functions digitally
At Greenwood Surgery between April and August 2020 we have:
- Conducted 4256 telephone appointments
- Performed 2619 face to face appointments
- Performed 100 video consultations
- Responded to 2563 patient emails
- Processed 650 referrals
Covid 19 guidance
For the latest information on Covid 19 please see the resources tab above where there are links to the most useful sites. To book a Covid test please call 119.
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