Triage System
What is the Triage System?
The Village Practice receives multiple calls and online requests every day from patients and other care providers.
In order to help patients get a decision surrounding their care as fast as possible, an experienced clinician must work out:
- How quickly the patient must be seen
- Who the best person is to see the patient
- Where the patient should be seen
- What kind of help the patient needs
Please note that patient services have had adequate training to deal with a patient’s request and can navigate them to the relevant services. They will assess for further information if requested by the triaging clinician to help them triage your request.
Why do we have a triage system?
Triage systems are widely used across the NHS. They can:
- Ensure that patients who need the most urgent care are seen first
- Streamline care by sending patients directly to the service where they see the most suitable healthcare professional for their needs (eg a pharmacy, A&E, GP practice)
- Free up appointments, to allow GPs and other Practice staff to see more patients everyday
Pharmacy First
The pharmacy first service can offer advice to patients and supply NHS medicines where clinically appropriate. This means patients can be diagnosed and treated for specific conditions without needing to see a GP or another healthcare professional. To find out more information about Pharmacy First, please click here.
Pharmacies are also equipped to help with minor illnesses e.g. coughs, colds, cystitis. Pharmacies often have a better knowledge of ‘over the counter’ products which will help you feel better and resolve your issues. If you have concerns about cost then please ask about the minor ailments scheme where you can access free medication if you are entitled.
New Problems or Problems that have got worse
If you have a medical problem that is new or has worsened, we advise all our patients to use our online consultation service online booking system, which can be used between 8am and 6:30pm Monday-Friday. We aim to get back to all online consultations within 24hours. Or, you can call our Patient Services Team who can complete the online form for you. All our appointments must be triaged first via the triage system described above.
We aim to help you see your preferred doctor but please be aware that due to our rota system, we are not always able to offer patients an urgent appointment with their named/preferred doctor.
Non-urgent advice: Please Note
We will not complete any administrative forms during consultations. Please submit your requests via the online form or put your request in writing and we will aim to review and complete appropriate requests within 30 days. Fit note requests are to be submitted via the online form and can take up to 48 hours to process.
Follow Up Appointments
Please note if you have been asked by your doctor to book a follow up appointment, these operate under a different appointment system and can be booked by speaking to a member of Patient Services Team.
Non-Attendance
Please note due to a 20% non attendance (DNA) rate for these appointments we are operating an 8 day release for these appointments. We very much value your support in helping us reduce these wasted appointments.
Patient Online Access and NHS App
Patient Access
Online Consultations and Patient Online Access via the App
What is Patient Access?
With Patient Access you can:
- Order repeat prescriptions so they are ready to pick up
- Change your address details in seconds
- Online Consultations access
- View your medical record including immunisation and medication lists
Patients can now consult with our practice as part of a new online service which could save you time and a journey.
Using the online consultation service makes it easier for us to quickly decide how we can best help you with the least amount of disruption to your day. The service is free and confidential and medical consultations are always reviewed by a GP or nurse.
Simply answer questions about your symptoms online and the practice will get back to you with general advice or signposting, a telephone consultation or, if necessary, we’ll get you booked in for an appointment. You can use the system 24 hours a day, 365 days of the year.
The system is designed for routine queries. If you feel your matter is urgent, please use the online form.
You can also use the system to send administrative queries if you have a question relating to test results, fit note requests, letters, medical reports or have a general enquiry.
The service also offers access to reliable and trustworthy self-help generic information 24 hours a day, 7 days a week that may help you to avoid an appointment altogether.
You will need to have an Online Access account. Please bring photo ID and come in to Reception to get access.
Long Term Condition Checks ( Month of Birth Appointments)
If you have a long term condition such as diabetes, COPD or a mental health issue you will be called in for an appointment tailored to your individual needs in the month of your birthday. This appointment may be with multiple health professionals.
For more information speak to the Patient Services team for more information.
Cancellations
If you cannot attend at the arranged time, please contact the Patient Services so that they can give the appointment to someone else and arrange a new one for you. Any non-attendance is recorded in your records.
Chaperones
If you would like a chaperone during any appointment at the Practice please ask a member of the team who will arrange a fully trained member of staff to accompany you.
Please note we are a training practice and you may be offered an appointment either in person or online with one of these trainees. Please note these are either FY2 or ST level who are fully qualified doctors and work with one of our partners. If you do not wish to see one of these doctors, please inform reception.