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. In fact it’s the number one complaint we receive on the Friends & Family Test.

We know this is an issue that GP practices are facing across the nation, but we also know that we have to do something to try and improve the situation. That’s why we are introducing a new system called Total Triage on 1st August 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 a doctor 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?

1. 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).
2. 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 GP who will decide upon the next best steps. If the GP needs more information before they can decide how best to help, they will contact you according to your preferences either by text message or by a phone call.
3. 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 according to your preferences.
4. 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. By using remote consultations, where appropriate, we can free up face to face appointments for those patients that need them.
• 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.

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. But hopefully this new system will help us to get you the healthcare you need in a more reasonable timeframe.

FAQ’s

As we move forward with this project we will add any common questions, explain any confusion or advise on any misconceptions here.

Nurse Appointments

If you need to book a routine nurse appointment then you can do this directly at here. You do not need to complete the GET HELP form.