🩺 Update on Our New Klinik Triage System
Thank you to all our patients for your support as The Evergreen Surgery moved to the new Klinik triage system on 17 July.
We know this has been a big change for patients, clinicians and staff, and we really appreciate your patience while we’ve settled into the new way of working.
Since introducing Klinik, we’ve already seen better access to appointments and more patients being directed to the right clinician at the right time — which was our main aim in moving to a total triage model.
💡 Why We Changed
Demand for GP appointments is very high, both locally and across the NHS.
Klinik helps us manage this demand fairly and safely by prioritising requests according to clinical need, rather than on a “first come, first served” basis.
This means:
- Urgent problems are dealt with promptly
- Ongoing or less urgent issues are managed in an appropriate timescale
🔄 Listening to Your Feedback
We’ve listened carefully to feedback since launch and have already made some changes, including:
- Clearer information about what happens after you submit an online request
- Allowing patients to book nursing appointments directly via reception (you can still request these through Klinik if you prefer)
Your feedback is really important and helps us keep improving the system — please continue to share your experiences.
💻 How Klinik Works
All appointment requests for a GP are reviewed (triaged) by a GP at The Evergreen Surgery.
Their role is to make sure you are directed to the most appropriate clinician or NHS service for your needs. This might be:
- A same-day or routine GP appointment
- An appointment with another member of our clinical team (such as a nurse, pharmacist or physiotherapist)
- Advice or referral to another NHS service, if that is more suitable
We recognise that the Klinik form asks several questions, but the more information you are able to provide, the easier it is for the triage GP to understand your problem and offer accurate advice, so that you receive the care you need as quickly and safely as possible.
You can submit a Klinik request in two ways:
- Online via Klinik Access
- Through our reception team, who can complete the form with you if you are unable to do this online
If you are able to submit your request online, please do — this helps keep phone lines and reception time free for patients who need extra support.
⏰ Response Times
We aim to review and respond to all Klinik requests by the end of the same working day.
If you submit a request after 4pm, you may receive a response on the next working day.
📞 What We’ve Achieved So Far
Since introducing Klinik, we have seen:
- Fewer incoming calls
- More calls answered with shorter waiting times
- Better use of clinician time to meet patients’ needs
🌟 Our Commitment
We remain committed to providing the best possible care and access for all our patients.
We will continue to monitor the Klinik system closely and make improvements where needed.
Thank you again for your ongoing understanding and support.
👉 Submit your request online: