Total Triage coming soon Posted or Updated on 18 Oct 2024

We have been looking at how we can make improvements for our patients when making appointments and seeing the right person at the right time. We have been working on a ‘Total Triage’ project which we will be launching next month.

All patients of the practice who have access to a smart phone, computer or tablet will be asked to submit a clinical or medical administrative query via a form on an online facility called ‘Accurx’.  (please note, this will replace Engage Consult).

Every form received will be reviewed by a team (which includes clinicians). The team will decide how best to proceed with your query. If your query is medical and the triage team feel an appointment is appropriate, this will be classified internally as Red – urgent, Amber - less urgent and Green – routine. Red appointments will be allocated soonest, then Amber and then Green. The appointment will be booked in on the basis of clinical need, with the most appropriate person – a doctor, nurse, first contact practitioner or, if simply an administration matter such as querying at what stage a referral is, by the admin team.

Patients will not be given an appointment at the time their form is submitted but instead someone from the practice will make contact once the request has been reviewed.

What if I can't use the internet?

We understand that there will be patients who are unable to submit their request electronically, and you will still be able to phone us, or visit us in person. In these cases, a receptionist will ask you the same questions as the online form, and take the same information. These requests will then be dealt with in exactly the same way as those who submit their requests electronically.

The aim of the new way of working is to improve access for our patients and make it easier for patients to make initial contact with us; and for our team to understand everyone’s needs and help you to get the most appropriate help and support. 

Please see the frequently asked questions document for further information (DOCX, 183KB).