Online Clinical Triage

Here’s how it works:

• When you contact the practice, you’ll first be asked some questions about what you need. This helps us understand how best to help you.
• Not everyone needs to see a GP in person. Some problems can be handled by other members of our team, via a telephone call, or even by you with the right advice.
• By doing this, we can make sure those who need urgent care get priority, while others get the right support quickly and efficiently.

How to contact us:

• From 12th November 2023, you will be able to access the triage form via your NHS App or by visiting our website.
• If you are not able to access the NHS App or our website, you can call us and speak with one of our team who will complete the form on your behalf.

Why Clinical Triage?

• It helps us manage patient requests more quickly.
• It makes sure you are seen by the right person.
• It reduces unnecessary appointments, saving time for everyone.
• It focuses on dealing with your current health needs and getting you the right help as soon as possible.
• Please note, this system mainly deals with urgent or new problems. For routine care like vaccinations or pregnancy checks, please continue to book as usual.

For more information, watch the below video on this new service:

Please follow this link to watch the video on this new service.

• Less of an ‘appointment lottery’ – avoid the 8:30am rush!
• Higher user satisfaction – you will usually receive a response the same day. Whilst all patients should be available for a same day resolution, this is not always guaranteed, and if an appointment is booked for another day, you will receive a text message to confirm when this is booked for.
• Patients are able to request appointments at certain times / days – please ensur ethis is requested in the online consultation form, however please note that this cannot be guaranteed. Most appointments are dealt with on the same day, and patients should be available on the day they submit their online consultation for a follow up, however where requested, we will try and honour if possible.
• By asking the patients about their reason for contacting the practice, patients are more likely to get their need met by the right person, service or information.
• Triage offers the opportunity for continuity with a specific clinician if it is needed. Please ensure you specify the clinician you wish to see / speak too when completing the form. please note though, this cannot always be guaranteed due to annual leave or working patterns, but it will honoured where possible.

Don’t worry, please phone us on 01926 293711 and one of our friendly receptionists will be happy to help fill in the form on your behalf! Once completed, this will be clinically triaged with the rest of the requests and an appointment booked at an appropriate time.

• When an online consultation is submitted, the Triaging Clinician categorises requests requiring primary care appointments into Red, Amber and Green appointments.
• Patients requiring Red appointments are dealt with that day. Red Appointment slots across the practice are the majority of appointments available at Priory Medical Centre. When submitting an Online Consultation, patients should be available to take an initial phone call, as it is likely their request will be dealt with as Red appointment.
• Amber Appointment slots are matters that can often wait 3-5 days. If categorised as an Amber appointment, the patient will receive a text message advising that an appointment has been booked, who is it with, and when it has been booked for.
• Green Appointment slots are for those patients whose needs can wait until the next routine appointment, usually within 2 weeks of the online consultation submission.

RAG rating requests for care needs careful preparation and thought. We are constantly reviewing our appointments, the number of available appointments & the online clinical triage process. This is to ensure we are prioritising care according to clinical need & in an effective and accessible way for all patients.