Need help with a non-urgent medical or admin request?

How GP Practices work – some common questions

How do GP practices work?

When you contact us you will be assessed (known as triaged) to ensure you receive the right care, from the right professional, at the right time. You might be offered a telephone or video consultation, or be seen in person by a nurse, pharmacist, GP or another member of the GP practice team. Working in this way makes sure the people with the greatest need are seen first.

What is triage?

Triage is how we find out more about the support you need. This helps us decide which health professional you should see and when, including if you need to be seen in person, via a phone consultation, via a video consultation, or if you could get help from another service, such as a community pharmacy.

Why are receptionists asking me personal question?

Our receptionists are trained to know about the care and services available to you.

Their questions are to ensure that you are seen by the right person at the right time, and all answers are kept confidential.

Everyone who works for a GP practice is covered by the same codes of confidentiality.

I wanted to see my GP, why I am seeing someone else?

You might not always need to see a GP. Nurses, pharmacists, physiotherapists and healthcare assistants are all trained professionals who can diagnose and treat a range of conditions, helping you to get advice or treatment sooner.

What about when you are closed?

If you need urgent medical support you can contact the NHS 111 service online at or you can call 111. Your symptoms will be assessed and you will be directed to the right service, this could include visiting a pharmacy, a telephone or video consultation or attending GP out-of-hours base for a face-to-face consultation.

Where else can I get help?

Visit or the NHS App for health advice and service info. You can also contact the NHS 111 service online at or you can call 111, 24 hours a day, 7 days a week. Your symptoms will be assessed, and you will be provided with healthcare advice or directed to the right service.