Post trial feedback
Following our trial of the Total Triage System in November & December 2023, we have taken on board feedback from patients, staff & external stakeholders regarding their experiences of booking an appointment at Priory Medical Centre. As a result of this feedback, Priory Medical Centre has decided to extend the trial further, continuing with the new booking system.
This system does not allow an endless number of requests to be submitted on a daily basis, as this will be clinically unsafe. We monitor closely our capacity for requests and will adjust the number allowed to be submitted in line with safe limits & appointment capacity. This is assessed throughout the day and Online Consults are often able to be submitted later in the day than previously.
Implementing Total Triage has enabled the clinicians within the practice to work in a safer way whilst providing patients GP appointments more flexibly. This system has also allowed clinicians to direct patients to the most appropriate provider of care and prioritise care for those most in need. This approach has been positively received by all involved, with patients often getting an appointment easier, quicker & more appropriately.
How Does Total Triage Work?
Please click the link to see a video on how Total Triage works -How Total Triage works with Accurx - YouTube
How Do I Submit an Online Consultation?
To watch a video from Accurx on how to submit an Online Consultation, please click this link -Patient Flash Demo: How to submit a medical request in Patient Triage (youtube.com)
- Patients will be asked to submit an Online Consultation
- For patients who require a GP appointment, rather than ringing on the day at 08:30am as patients currently do, patients will be asked to request a GP appointment via an Online Form through either our website or the NHS App. By submitting this request, this will enable a GP to triage your request and direct your query to the most appropriate person / service to help you as quickly as possible. This person / service might not always be a GP, it could be a member of our extended team, including Clinical Pharmacists, First Contact Physio’s, Specialist Nurses, Advanced Nurse Practitioners or Paramedics. More information about our Extended Team and how they can help you can be found on our website here or via this YouTube video.
- Locate the Online Consultation Link on Priory Medical Centre website
- Please goto www.priorymed.nhs.uk to access our website
- When on our website, please look for the banner at the top of the website that says ‘Online Consultation - contact us online’
- Please click the ‘Submit a New Request’ button to start the Online Consultation process
- Points to note re Online Consultation submissions
- Patients will need to include sufficient enough information to enable a clinician to review & triage according. Lack of information may result in the clinician being unable to review and further information being requested from the patient, thus potentially delaying the booking of any appointments.
- Patients are requested not to submit duplicate Online Consultations regarding the same matter.
- Patients are also requested not to ring the practice once they have submitted an Online Consultation as this will duplicate the process.
- For patients who do not have access to the internet, or those who are less able to complete the form online, our reception team will complete this for you over the phone. Please contact us in the usual manner for support from our Reception Team.
What happens after my Online Consult is submitted?
- Patients are advised once they submit their Online Consultations that this will be triaged by a doctor. All Online Consults submitted are triaged on the same day.
- Once a request has been received, this is triaged by a doctor based on the information provided by the patient. The doctor then decides how urgent the request is. If urgent, or sufficient capacity allows, an appointment will be booked on that day and the patient advised by a confirmation text message. If the enquiry is not urgent, or capacity for that day has been used, the doctor passes the query to the reception team who will contact the patient (either by phone or text) to confirm when they have an appointment, with which clinician, and if the appointment is either via telephone or in person.
What Total Triage is NOT
Total Triage is not a solution to the growing recruitment & retention crisis facing primary care in the NHS. No triage system can solve the severe capacity challenges that UK Primary Care continues to face due to years of underfunding and ever rising demand for healthcare in a free-at-the-point-of-delivery healthcare system. Various governments over the past 20 years have tried to impose various access and triaging schemes onto primary care with limited success as they have failed to address the fundamental issues of limited primary care capacity and unlimited patient demand and we remain sceptical of anyone who thinks that technology or new ways of triaging alone can solve the growing problems faced by patients trying to access the limited capacity of primary care.
Changing from Doctor 1st Triage to Total Triage has been, and will continue to be, a big change for not only the patients but staff members at Priory Medical Centre. The new system has required to be adapted and changed as feedback has been received, however it is envisaged it will help ‘Beat the 8AM Rush’ alleviating requests and appointment bottlenecks whilst making booking an appointment more pleasant for patients.