Total Triage
21 October 2024
(Go Live Date - 21st October 2024) - https://florey.accurx.com/p/C88027
Total Triage is a model of care that encourages every patient who contacts the surgery to initially provide some information / reasons for making contact.
By implementing a simple process for all requests, we can provide faster care navigation, assessment, and response.
Benefits Of Total Triage:
You are seen by the right person, at the right time, in the right place.
Reduced telephone call wait times.
Better continuity of care.
Reduced appointment waiting times.
Improved access for patients who cannot use technology by reducing telephone call volume and queuing times.
Receive care as and when the requests are processed.
Care navigated by a GP.
How does Total Triage work (Go Live Date – Monday 21st October 2024)
Patients submit their request online
(In exceptional circumstances the reception team can complete the form on their behalf)
This then allows all requests to be in one place and in the same format.
Requests are triaged according to clinical need by a GP.
Patients will then be followed up with either of the following:
Questionnaire sent via text.
Appointment booking link, to book an appointment.
Advice
Telephone call.
Care navigated to Pharmacy/ hub or A&E
This triage process enables a needs-based model of care to be delivered. No One is disadvantaged by Total Triage.
It’s not always possible for patients to complete an online request themselves. Our Reception teams will be able to complete the online request form on the patient’s behalf in exceptional circumstances.
Appointments will NOT be given out without the (Total Triage) request being completed. Our Reception team will be unable to provide any Doctors appointments without the (Total Triage) request being triaged.
You will still be able to book appointments for the HCA and Nurse via reception, telephone or online
Regardless of whether your Total Triage request is an administration or medical issue you will be asked some initial safeguarding questions to ensure that the situation is not a medical emergency requiring NHS 111, 999 or urgent attendance at Accident & Emergency (A&E).
Submissions of Medical Total Triage requests will start at 07:30am and finish at 6:30pm it will not be possible to submit requests outside of this period.
The number of Medical Total Triage requests may be capped each day to enable the triage teams sufficient time to review / process the requests. If Capacity has been exceeded a banner message will be presented together with alternative pathways to resolve your Medical issue.
It will not be possible to submit Medical Triage requests at the weekend or bank holidays.
The surgery communication can be by Text (SMS), so please ensure you check your phone for replies regarding your request. This will help to avoid delays in treatment or advice.
