Total Triage
Changing the way we work
We understand that the biggest challenge our patients face is being unable to access our services in a timely fashion.
We know this is an issue that GP practices are facing across the nation, but we also know that we must do something to try and improve the situation. That’s why we are introducing a new system called Total Triage on the 17th of March 2024.
What is Total Triage?
Total Triage is a method designed to ensure that every patient gets the right care, at the right time, by the right healthcare professional. Every medical enquiry that comes into the practice will be looked at by the whole practice team who will decide whether you:
- need to be seen by a GP on the same day
- should be seen by a GP urgently or routinely
- can be seen by another medical specialist at the practice eg physiotherapist, clinical pharmacist etc
- can be seen more quickly by a service outside of the practice eg local pharmacy team
How does it work?
Contact us: simply complete the new online form (or if you don’t have internet access call the surgery who will complete the form on your behalf).
Doctor Assessment (also known as Triage): No matter whether you complete the form, or reception does it on your behalf, your information will be looked at by a clinician who will decide upon the next best steps. If the clinician needs more information before they can decide how best to help, they will contact you either by text message or by a phone call.
Next Steps: You will be advised by one of the team what the doctor has suggested. This could be advice on self-care, a prescription sent directly to your pharmacy, or an invitation to book a face-to-face or telephone appointment with a GP or other appropriate medical professional. You will be informed of this by text or phone call.
Appointments: If the doctor has decided you need an appointment on the same day, we will call you to arrange this. If you need an appointment less urgently, you will be sent a text message with a link to book a suitable appointment.
How will this improve the patient experience?
Improved Access to Care: Total Triage has been shown to reduce waiting times, and it enables us to attend to your medical needs more promptly.
Convenience: Using online options means you don’t have to wait in queues on the phones or at reception, freeing phone lines up for those without online access, safe in the knowledge that everyone will be treated equally.
Enhanced Patient Experience: We are committed to providing you with the best possible care. Total Triage improves communication and ensures that you see the person best able to help you, in a timely way.
Timeliness: You will be seen in the order of priority so you can be confident that you are receiving care in the most appropriate time frame.
Why is this changing?
Traditional ways to contact your GP often meant that appointments were being allocated on a first come, first served basis, with long phone queues to get in touch with your surgery. This meant that vulnerable patients, or those who needed care sooner were missing out.
You can avoid the queues by submitting a request online, making it easier to reach out to your surgery.
By registering all requests through an online form, your surgery can prioritise and action requests quickly and fairly, ensuring that you get the right level of care at the right place and the right time.
Please ensure you provide as much information as possible per form.
When will I receive a response?
Appointment requests will receive a response within one working day. If you need to be seen on the same day, you will receive a call from the practice. If you need to book a routine appointment, you will receive a text message with a link for you to book.
Administrative requests will be acknowledged within two working days.
Please don’t re-submit the same form. If you haven’t received a response within the relevant timeframes mentioned above, please call the practice directly.
What if I can’t attend the same day appointment offered?
If the GP feels you need to be seen on the same day, you will be expected to attend your appointment.
Please make sure you provide your availability when you complete the form so that we can take this into account when offering an appointment.
Will I receive a quicker response if I attend or call the surgery?
No, if you visit or call the surgery, you will still need to fill out the same triage form, so that you can be assessed in the same way, the process is the same for all patients. The receptionist or call handler will need to go through the form with you to capture all the required details.
If you/the patient cannot fill the form in for whatever reason, calling the practice would be the best option as it avoids an unnecessary visit to the practice.
Medical request forms can be submitted between the hours of 7am and 3pm.
In summary
We know that this is not going to be a magic wand. We know that in an ideal world, we’d be able to offer all patients a same day appointment with a GP.