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Introduction of a Total Triage Model, replacing eConsult
From the week commencing 02 February 2026, Courtyard Surgery will be switching to a new online consultation system called SystmConnect.
SystmConnect is a total triage service, meaning all your needs can be submitted to the surgery via an online form. SystmConnect is created by the team behind our clinical system, TPP SystmOne, and is integrated with your health record, enabling us to manage patient requests more efficiently and safely. It is straightforward to use; the online forms will guide you through a short series of questions to help ensure your request is directed to the most appropriate member of the team. All medical forms will be reviewed by a GP who will determine the most appropriate outcome you need; for example, an appointment with a GP that day or later in the week, an appointment to see a nurse or paramedic, or signposting to another area of our surgery.
Anything you might usually call us with, or come to reception to discuss, can be done using SystmConnect, including:
general medical advice for new or on-going health concerns;
booking a routine or urgent appointment;
requesting a prescription;
notifying us of changes to your treatment or medication;
following up test results;
following up requests for private work such as letters from the doctor or medical reports;
flu and other vaccination queries;
adult and child travel vaccination queries;
wound care and dressings;
requesting a fit (sick) note; and
any other administrative or clinical enquiries.
If you already have a SystmOnline account, you can access SystmConnect once you have logged-in to your SystmOnline account. After we have launched SystmConnect, look towards the bottom left side of the page for ‘Online Consultations’ and click on ‘Launch SystmConnect’ once you have logged-in. Accessing SystmConnect this way will allow the software to pre-populate some of your demographic data, name and address etc. You can also use your NHS App login.
Although our telephone lines will remain open, patients who call the surgery will be politely asked to complete an online form.
If your personal circumstances mean it is not possible for you, or for someone you know to complete the form on your behalf, our Patient Services Team will assist you.
How Does It Work?
Most forms are brief and will ask:
what your query is about;
what action you would like;
your preference for who, when, or how you would like your problem to be managed; and
you may be invited to submit photographs if relevant.
Some specific conditions might have a longer form, asking more questions. This is so we can gather as much information from you before the GP assesses your form, which will lead to the most appropriate and efficient outcome for you. Please do answer all the questions and give as much information as you can.
Each request will be reviewed by an experienced GP who will determine which member of the healthcare team is best placed to help you. In addition to GP appointments, you may be directed to another clinician within the practice or to a local pharmacy, where appropriate.
A short video showing how SystmConnect looks for Courtyard patients, and an explanation on how to submit forms is below:
We understand that change can be challenging, but we are confident that this new online tool will improve your experience with us. Our team is here to support you through this transition.
Thank you for your support, and we look forward to continuing to care for your health needs.
Frequently Asked Questions (FAQs)
How can I access it?
When SystmConnect goes live you will see a banner on our homepage, replacing the current link to eConsult. You can save the website address as a bookmark in your internet browser for easy access going forward, or save to your phone/tablet as a custom shortcut app.
You can also access the system through your SystmOnline account.
Do I need to sign up for an account to use SystmConnect?
You can access it using your NHS App login, or a SystmOnline login, and by logging this way will mean your personal information will be pre-loaded onto forms for you, saving you time.
If you don’t have either of those you can use it without but you will need to enter your personal details every time. This is why we recommend signing up for a SystmOnline account, or the NHS App, so it saves you a lot of typing each time you want to submit a form. Our Patient Services Team will be very happy to help you request an online account with us.
I don’t have a computer; can I use my mobile phone to access SystmConnect?
If you have a “smartphone” that allows you to access the internet, or a tablet like an iPad, then you will be able to use these.
SystmConnect is fully compatible with smartphones and tablets allowing you to access it anywhere, any time. SystmConnect has been “optimised” for phones and tablets, meaning the view you will see will be easy to read and manage on a smaller screen like a mobile phone.
When can I submit a form with SystmConnect?
For medical concerns about illnesses or conditions, we aim to have SystmConnect open during our usual surgery hours of 08:00 to 18:30 every weekday. However, to ensure we can safely deal with the medical forms submitted we may need to close the service when we’ve reached our maximum safe level. This gives us time to triage health submissions before the practice closes.
Requests that do not relate to a sickness or health concern (for example requesting repeat medication, asking for a fit (sick) note, chasing referrals and test results) are classed as “admin requests” and they do not need immediate action. The system will be open 24 hours a day, 7 days a week to accept these requests but we ask our patients to ensure they are submitting appropriate requests only, and to understand we can only respond when the surgery is open.
Why is SystmConnect closed for medical forms?
On some days, demand for assessments and appointments far outweighs the safe capacity we can provide, and we may have to turn the medical submission-side of SystmConnect off early because we are full. If you find the medical side of SystmConnect closed, and your health concern is urgent, please consider using the NHS 111 service, or in an emergency dial 999 or attend A&E.
Please remember that GP surgeries are not an emergency service so we will signpost you to other services within the NHS when appropriate.
SystmConnect will not be available for medical form submissions on bank holidays or when the surgery is closed for staff training.
What if I don’t want to give the reason for my request, can I just write ‘personal’?
We need patients to give us as much information as possible about their request or problem in order for us to use our limited capacity to best serve our patient population in a way that is both fair and effective. Forms with insufficient detail for us to make a safe decision will be replied to with a request for more information and this may result in that form being returned to the start of the queue.
All staff working in the surgery have annual training on confidentiality and information governance, and therefore know how to treat patient data with sensitivity.
What if I have more than one issue?
If you have multiple problems, it is best to submit more than one request to make sure we have enough information about each problem.
What happens after my form is submitted?
Administrative requests will be handled by our Patient Services Team in the usual way. Clinical requests will be reviewed (triaged) by a GP and prioritised according to urgency under a traffic light system - red, amber or green.
Appointments are available within different timeframes, including on the same day where the GP decides it clinically appropriate.
In some cases, your issue may be resolved without the need for a face-to-face appointment, or you may be given self-care advice or signposted to other appropriate services.
How long will it take to hear back after I submit a request?
Our Patient Services Team and Triage Team will action the requests throughout the day, and for new/acute conditions you will be contacted on the same day.
We aim to respond or action every request by the end of the same day. However, at particularly busy times it may take up to 3 working days to respond to routine requests.
Can I still request to be dealt with by my usual clinician?
Yes, absolutely. Urgent or quick matters will need be dealt with by the healthcare team available on the day, but you can still request your usual GP or Nurse for routine matters. We will do our best to facilitate this.
What if my problem is urgent?
You should still submit an online form. Please do so as early as possible in the day to ensure your request can be reviewed promptly by our triage team.
SystmConnect will signpost patients with certain serious symptoms to the most appropriate NHS service for their needs, such as NHS 111, an Urgent Treatment Centre or Accident and Emergency (A&E) when clinically appropriate. Similarly, following clinical assessment of your submission, the triaging GP here at the surgery may direct you to an alternative NHS service when appropriate. This ensures you are always seen by the most suitable healthcare professional for your needs.
Can I request a prescription using the online form?
Yes. Prescriptions can be requested either via the new online form or the NHS App.
What if I do not have access to the internet?
We are looking to buy some large tablets which will be secured to walls in reception and our waiting areas, so you can submit a form whilst at the surgery. You are also very welcome to use the public NHS Wi-Fi , available here at the surgery, with your own mobile phone or tablet.
What if a patient is housebound, elderly, or unable to use online systems?
We will take steps to identify vulnerable patients who cannot reasonably use the online form. If you feel this applies to you, please let the Patient Services Team know and we can make a note on your patient record that you will need assistance.
We encourage carers, friends or family members to complete forms on a patient’s behalf where possible. Any patients who cannot use the system will continue to be supported by our Patient Services Team, who can complete forms for them.
What if a patient does not speak English?
We recognise that accessing care can be challenging for patients who do not speak English, and we do not wish to create barriers. Where possible, a friend or family member may complete the form on the patient’s behalf. If this is not possible, our Patient Services Team can assist and arrange an interpreter if required.
How do I request a home visit?
Home visits are reserved for patients who are completely housebound, i.e. unable to leave the house for any reason. If that applies to you, or the person you are filling in a request on behalf of, please state on the form that you think a home visit is required. These requests need to be submitted by 10am. Home visit requests can be found in the “Other Admin Request” section.
What about the NHS App?
The NHS App is very good and the options on there are likely to increase over time and will expand to cover your healthcare across NHS England; not just at the surgery.
If you already have a SystmOnline account, then you are probably best to keep this and then access the SystmConnect option from your SystmOnline account whenever you have a health concern or query you wish to raise with us. This will provide you with a good combination of all the available options for online contacts with the surgery. If you do not already have a SystmOnline account, we would recommend that you request one from the surgery.
Remember that it is you using these systems; if, therefore, you are happy with how you are currently contacting the surgery, you may well consider remaining as you are. However, we encourage each and every patient to consider using these options wherever possible. It may seem daunting at the beginning but once you have used the service a few times it becomes much easier.
Why has Courtyard Surgery decided to change to this system?
Experiences from other practices using Total Triage has shown that patients receive a more efficient service, with consistently positive feedback.
This approach also allows us to reduce waiting times by using appointments more effectively. General practice teams have many different types of healthcare staff working in surgeries and it is important that the right problem is managed by the right professional. GP-led triage enables us to do this more safely, accurately, and efficiently.
Is it NHS approved and secure?
Yes, SystmConnect has been assessed by NHS Digital and meets the requirements for an online consultation solution on the GP IT Futures framework. This includes assessments of how data is used and stored in line with GDPR regulations.
SystmConnect is created by and links to SystmOne, our main medical records system.
Is there a video from the provider I can watch?
Yes, have a look at “What is SystmConnect” from TPP on their YouTube channel here:
Page last reviewed: 19 December 2025 Page created: 18 December 2025