Total Triage

 

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 an online form (or if you don’t have internet access, come to the surgery or ask a friend or family member if they are able to complete a form on your behalf). We are unable to complete forms over the telephone.
2. Doctor Assessment (also known as Triage): No matter whether you complete the form, or we complete 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.