About the surgery

How Our Appointment System Works

At Ashley Centre Surgery, we operate a clinical triage system to help manage appointments safely and efficiently — ensuring patients get the right care, with the right person, at the right time.

This system is used by many GP practices across Surrey and is supported by Surrey Heartlands Integrated Care Board (ICB). It also aligns with the wider NHS strategy to improve access and reduce pressure on GP services.

Making a Request

All requests for appointments or queries — whether made online, by phone or in person — are handled in the same way.

You can submit a request by:

  • Online: Complete a short form via our website or the NHS App 
  • Phone: Call us and our team will fill out the form on your behalf
  • In person: Come to reception and we’ll help you complete the form

We use a system called AccuRx Patient Triage — a safe and secure NHS-approved platform — to gather the information needed for the GP to assess your request.

When to Submit a Request

Online forms are open:

  • Monday to Friday (except bank holidays)
  • From 8:00am to 11:00am and 1:00pm to 3:00pm

⚠️ Forms may close earlier if we reach our safe working capacity for the day, in line with national BMA guidance.

When the forms are closed:

  • You can still call the practice  between 8:00am and 6:30pm
  • Urgent problems will still be assessed and responded to promptly
  • Non-urgent and routine enquiries will be sign-posted to alternative services or advised to submit an online form when they next open

⚠️ Reception staff are unable to complete forms on behalf of patients when on-line forms are not open.

 What Happens After You Submit a Request?

All medical requests are reviewed by a GP on the same day

The GP will decide the most appropriate next step, which may include:

    • A telephone or face-to-face appointment
    • Advice or self-care guidance
    • A referral to another healthcare provider (e.g. pharmacist, physio, mental health team)
    • Signposting to another local or national service

⚠️ Reception staff do not triage your request but will contact you with the GP’s decision and help book any appointments as needed.

How Long Will It Take?

  • Urgent issues: We aim to respond on the same day

  • Routine medical issues: Response within 2 working days
  • Admin queries (e.g. fit notes, test results, prescription requests and medication queries): Response within 3 working days

Need Help Using the System?

We understand not everyone is confident with online systems. If you need help:

  • Ask a friend or family member to complete the form for you
  • Call us or pop into the surgery — we’ll be happy to assist you

Why We Use Triage

GP practices across the UK are under pressure due to:

  • A record number of patient requests
  • A shortage of GPs and clinical staff

Clinical triage ensures:

  • Every request is reviewed by a GP
  • Urgent needs are prioritised
  • Patients see the most appropriate clinician
  • We maximise capacity safely and fairly

We regularly review our system based on patient feedback and national best practice.

 Useful Links

If you have further questions about how to use the appointment system, please contact our reception team who are always happy to help.