** IMPORTANT ANNOUNCEMENT **
We are moving to Total Triage from Wednesday 22nd October 2025
Total triage in general practice is a system where every patient contact is first reviewed by a clinician to determine the most appropriate next step in their care, rather than automatically booking an appointment. It involves patients submitting their reason for contact via a digital form or telephone, which is then triaged to match them with the right healthcare professional or service, such as a face-to-face appointment, telephone consultation, self-care advice, or signposting to other services like a pharmacy. This model aims to improve efficiency, reduce pressure on GP services, and ensure patients receive timely and appropriate care from the most suitable professional.
How Total Triage Works:
1. Patient Contact:
A patient contacts their GP practice with a health concern, request for medication, or administrative query.
2. Information Submission:
The patient provides information about their needs, typically using an online consultation form or, for those who prefer it, by phone.
3. Clinical Triage:
A clinician reviews the submitted information and decides on the most appropriate course of action.
4. Care Pathway:
The patient is then directed to the right resource, which could be:
- A telephone consultation with a GP.
- An in-person appointment with a GP or another member of the healthcare team (e.g., nurse, pharmacist).
- Signposting to other services, such as Pharmacy First for minor conditions.
- Self-care advice.
Benefits of Total Triage:
- Efficiency: Helps practices manage high demand by directing patients to the most appropriate care pathway first.
- Right Professional, Right Time: Ensures patients are seen by the correct healthcare professional for their specific needs at the right time.
- Reduced Wait Times: By taking pressure off phone lines, patients who do need to use the phone can benefit from shorter waits.
- Improved Patient Experience: Provides a clear and efficient pathway for patients to access care.
- Reduced Footfall: Helps to reduce the number of people attending practices in person unnecessarily, which can protect both patients and staff.