At Eltham Medical Practice, we receive patient requests daily through various channels: phone calls, walk-ins, and, increasingly, online consultations. For each request, we follow a structured process to ensure that patients receive the right care. This involves determining:

– The reason for seeking help from their GP.
– The type of assistance the patient requires.
– The urgency of the patient’s needs.
– The best-suited individual to provide care.
– The appropriate time and place for the patient to be seen.

This sorting process, called triage, is essential when managing hundreds of patients daily, each with unique needs and health backgrounds. Triage allows us to prioritise effectively and provide the highest level of care.

Our care coordinators are extensively trained in triage. They can differentiate between emergencies and more routine requests, ensuring all patients receive the attention they require.

To maintain efficiency and fairness, all GP appointment requests are triaged by a clinician. This ensures that patients with urgent needs are identified and prioritised. For routine appointment requests, we encourage patients to submit their inquiries through our online platform, accessible via our website. We do not book routine appointments over the phone.

By implementing clinical triage and care navigation, we aim to:

– Prioritise patients with the most urgent health concerns.
– Connect patients with the most appropriate clinician.
– Signpost patients to alternative services when necessary.

These processes enable us to deliver patient-centred care while efficiently managing the demands of a busy medical practice.