Patients registered at Helston Medical Centre and Porthleven Surgery will see a new triage system launched next month to improve access to appointments.

The practice has now revealed how to book an appointment under the new system which launches on June 5.   

Registered patients will be asked to fill out an online form instead of waiting to try to get through on the phone. Once the form is complete, the practice team will review the information to ensure patients are ‘seen by the right person at the right time’.

The medical centre has given reassurances that anyone without access to the internet, or who is unable to complete the online form, will still be able to call reception and staff will help fill out the form on their behalf. 

A spokesperson for Helston Medical Centre and Porthleven Surgery said: “We recognise the frustration of waiting in long queues, only to find there are no more appointments available.

“This new way of delivering care would make it simpler to see your own GP when it is needed.

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“Our reception team will ask you the same questions if you telephone the practice as you would fill in online, so whichever way you contact the practice, you will be seen by the right person at the right time.”

What are the benefits of the new triage system?

The new process will ensure that all contacts registered with the practice are considered by a medically trained clinician to ensure the right care is offered as quickly as possible. However, this may involve being referred to other members of the healthcare team rather than always seeing a GP.

Patients will receive notifications throughout the process and be safe knowing that their form has been viewed by the clinical team.

The spokesperson added: “Being able to see the same GP each time helps to build a therapeutic relationship, delivering personal and more consistent care as we get to know each other.

“It reduces the frustration of having to revisit questions and helps to avoid unnecessary investigations and treatments if we have a better understanding of your individual needs and circumstances.

“We understand it takes time to build trust over repeated encounters and continued support, and we hope that providing continuity with your own GP will increase your confidence in us.”

Online forms will be reviewed each morning, but patients who haven’t been contacted by 11am on the same day are urged to call the surgery for the reception team to flag.

More information about the new triage process is available at