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
If you are Housebound and need a home visit, please ring reception before 10am
How does Total Triage work
(Go Live Date – Tuesday 1st 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.
How do I submit A Triage Request
(Go Live Date – Tuesday 1st October 2024)
Total Triage requests can be submitted via:
- NHS APP – Submitting requests via the NHS APP is quicker than using the website.
- Our website – https://www.shiregreenmedicalcentre.co.uk (Contact us Online)
- Or using this Direct Link – https://florey.accurx.com/p/C88070
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 08:00 and finish at 16:00 it will not be possible to submit requests outside of this period.
The number of Medical Total Triage requests will 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 Text (SMS) so please ensure you check your phone for replies regarding your request.
Continuity of Care
If your issue is immediate / on-the-day (Acute) appointment, you will be assigned to any of the available clinicians.
If your issue relates to an on-going / long-term condition, we will make every effort to ensure your appointment is with the clinician that has been dealing with that condition ensuring a continuity of care.
If your issue is new you’ll be assigned an appointment with a clinician with the appropriate skills to address your issue.
Accurx have created a frequently asked questions page:
- https://support.accurx.com/…/8608032-patient-support-a… FAQ: Patient Support: How to view past messages via NHS login.
Accurx have created a frequently asked questions page:
Help Us Help You
It’s important that you provide as much clear information as possible to ensure the GP can assess your clinical needs appropriately without a delay.
Examples Of Not Enough Information:
- I’ve had a breathing issue for a while
- My mental health is playing up
- I want to discus a problem with my arm
- My medication isn’t working
What Information to provide
Provide Readings Where Possible
- Fever- what did the thermometer say.
- BP high – please tell us the number on the monitor
- Include Relevant medical problems / Name the drug you have a question about.
Where is the problem?
- Little finger/toe/lower stomach/elbow/middle of chest etc…
- What does it feel like or what are the symptoms ?
- Sharp/dull/like labour/toothache – feeling sick, headache, snotty, sore throat, pain, dizzy, light headed, breathless, wheezy, cough etc…
Helpful Examples
I’m asthmatic, I have had a cough for 2 days with a fever and phlegm and I’m breathless.
I have had back pain for many years but it has got worse in the past 2 days. My leg feels weak
I am 12 weeks pregnant and I have had stomach pains for 5 days
I have suffered from migraines. I have had a headache for 2 months around my forehead and it’s not getting better. I have tried paracetamol.
I am struggling with my mental health. I feel tearful and sad. I don’t feel suicidal.
If you are Housebound and need a home visit, please ring reception before 10am. A Total Triage request should be for 1 issue only.
Do NOT call our Reception teams when you have submitted your Total Triage request. We will contact you, depending upon the request type
If you have NOT received an update after submission of your Total Triage request after 2 working days (Medical), 4 working days (Administration) please contact the Surgery.
