Medical requests

Triage

When you contact a GP surgery, you may be asked a few questions before being offered a consultation. This is called triage. Triage helps the surgery understand what your problem is, how urgent it might be, and who is best placed to help you. While it can sometimes feel like an extra step, it is there to make sure patients get the right care at the right time. Some patients may need to be seen urgently by a GP, while others may be helped more quickly by a nurse, pharmacist, or another healthcare professional. Using triage helps surgeries manage appointments fairly, reduce waiting times where possible, and make sure patients with the most urgent needs are seen first.

At Orchard Surgery, we have adopted the triage system to help improve access to consultations and ensure every patient receives the most appropriate care as quickly and safely as possible.

Most importantly, triage helps patients get safe and appropriate care in the best timeframe for their needs.

Urgent consultations

To request an urgent consultation for today or tomorrow (Monday to Friday):

  • use our Consultation request form, Monday to Friday from 8am to 6.30pm.
  • phone us on 01362 692916, Monday to Friday from 8am to 6pm
  • visit the surgery and speak with a receptionist, Monday to Friday from 8am to 6pm

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Routine Consultations

To request a routine consultation in the next 14 days:

  • use our Consultation request form, Monday to Friday 8am to 6.30pm.
  • phone us on 01362 692916, Monday to Friday from 8am to 6pm
  • visit the surgery and speak with a receptionist, Monday to Friday from 8am to 6pm
  • use your NHS account (through the NHS website or NHS App) to book a screening test or vaccination

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Appointments with a nurse or healthcare assistant

To request an appointment with a nurse or healthcare assistant:

Your Consultation

However you choose to contact us, we may offer you a consultation:

  • by phone
  • face to face at the surgery
  • on a video call
  • by text or email

Consultations by phone, video call or by text or email can be more flexible and often means you get help sooner.

Cancelling or changing a Consultation

To cancel your Consultation:

  • use your NHS account (through the NHS website or NHS App)
  • using the GP online system – Anima
  • phone us on 01362 692916, Monday to Friday from 8am to 6pm
  • reply CANCEL to your consultation reminder text message
  • Please note that if you cancel a consultation within the hour that your appointment is due, it will be classed as a DNA, as it will be much harder for us to refill that time with the clinician. Please cancel with plenty of time.

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.

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 Consultation

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, by video call or by text or email
  • if you need an interpreter
  • if you have any other access or communication needs

Home visits

If you are housebound and need to place a home visit request, please use our Online form. If you are unable to go online, please contact the surgery by phone. We will triage this request and contact you.

To request a home visit, it’s helpful if you phone the practice 01362 692916 before 10am.

If it is a genuine medical emergency, please dial 999, rather than request a home visit.

Lack of transport to the surgery is not an appropriate reason for requesting a home visit. Please consider using the Dereham community car scheme by calling 07827 972163 between 9am and 1pm on Monday, Tuesday and Thursday.