Total triage system

What is total triage? 

Total triage is a new approach which is recommended by NHS England to improve access to Primary Care services.  We want to improve the quality of care our patients receive, to ensure that they are given the most appropriate appointment or advice to meet their needs and that this is done in a timely way.  This helps us ensure patients can be treated for acute queries sooner and pre-bookable appointments can be arranged for ongoing care related issues. 

This system has worked well at Linden Hall Surgery, Newport who we work closely with as part of our Primary Care Network.  They have received extremely positive feedback from their patients and staff since starting total triage in September 2023. 

Why Change? 

• It will help us cope with our patient list size which is growing month on month  

• It will help reduce the telephone queue 

• It will help match our capacity to patient need 

• It can help prioritise patients who need help most urgently 

• It will ensure that patients will be seen by the most suitable clinician at the right time for the condition that they have 

How does it work? 

• You will make contact via an online form accessed via our website (https://www.shawbirchmedicalcentre.nhs.uk/) or the NHS App 

• If you are unable to complete the form, a family member or friend can do it for you.  

• If neither of the above are possible you will be supported by our reception team who will complete it for you either over the telephone or face to face. We will have some printed forms available that you can fill in and hand in to reception. These will be processed in the same way and timescale as forms submitted directly online 

• The form asks you to describe your medical problem, how long you have had these symptoms and how you would like help 

• The request will be read by a clinician and will be answered directly or assigned to the most suitable colleague.

What information will I be asked for in the form?

• You will be asked for more information about your medical problem, the more information you can give us the better. There is plenty of space for you to write.
• More information on how to fill the form in can be found in the video below.

DATE FOR YOUR DIARY

We realise that this is a big change in the way that we work and we want to make the tranisition as easy as possible for our patients.   

There will be an extra PPG meeting on 15^th May where you can come along and have a go at completing the form with a member of our team. We expect this to be a popular event so information on how to book your space will be available closer to the time.

There will be further information on our website, Facebook and Instagram page. 

Instagram: shawbirch_medical_centre 

Facebook: Shawbirch Medical Centre