Total Triage – update following patient survey
Following feedback from patients from the first three weeks of the new process it is evident some patients have not seen the communications that were released prior to go-live.
In December we announced the new process on our website and Facebook – these have since been updated. “Practice News” has been available in waiting areas since January.
Why have we introduced the option to request GP appointments online?
In response to the pressures faced by the NHS and our patient needs, the Practice has moved to a total triage appointment booking system to book GP and ANP (Advanced Nurse Practitioner) appointments. This will help us manage the demand for doctor appointments and it will improve how we deliver care to all our patients.
Patent feedback also indicated that patients were unhappy about the availability of doctor appointments and having to call the practice and wait in a queue.
What has changed?
The admin/reception team no longer book GP or ANP appointments when a patient calls.
Patients will be encouraged to fill out an online form detailing their symptoms and concerns. This can be done via the practice’s website or a dedicated online triage platform.
What happens if you don’t have internet access?
For patients who may not have internet access or are unable to complete the form online, the reception or admin team can assist by filling out the form over the phone.
Can patients still phone the practice?
Yes of course you can. If you can’t fill in the form yourself, please phone the practice. You will still need to call to book other types of appointments such as your nurse and HCA appointments.
What happens next?
The information provided on the form will be reviewed. Based on the outcome, patients will be either booked for a face-to-face appointment or signposted to alternative services if necessary.
Why are the forms not available all day every day?
The practice has safe levels of work and we operate an appointment booking system like many other businesses (hairdressers, dentist, restaurants). If we have reached the maximum number of patients that we can safely review and book into the practice, then we need to restrict access to the forms, ensuring that urgent cases are prioritised and sign-post patients to other services, such as 111.
Practice staff need to have a lunch-break and go home at night. If we do not limit the volume of work coming into the practice, we would be here twenty-four hours a day.
Why don’t we just employ more staff?
We would love to but more appointments does not mean more money and enough money to employ more staff. Unlike other businesses we can not increase prices and our income relies on NHS funding.
What are the benefits to patients?
This system aims to improve efficiency, reduce waiting times, and ensure that patients receive the appropriate level of care based on their clinical needs.
NHSE has stated that there is good evidence that clinician triage and online tools (such as SystmConnect) make it easier to manage patient requests and involve the wider team, with higher patient satisfaction rates than with the more traditional model.
Where are the online forms?
For patients with internet access on a smart phone, tablet or computer, forms must be accessed and completed via the homepage of our website
