OUR NEW TRIAGE APPOINTMENT SYSTEM
In response to the modern-day pressures faced by the NHS and our patient needs, the Practice will now be transitioning to a new model of working from 29th January 2025. This is also part of the NHS England’s approach and Modern General Practice (1). This new triage system will enable us to assess your medical enquiries and ensure you are seen by the appropriate clinician in a suitable timeframe. The clinical triage process will be conducted by a GP to ensure we offer appointments based on medical need rather than our demand and availability.
What is Clinical Triage?
Our reception team will no longer be able to directly book a GP appointment for you. The triage model asks you to complete an online form stating the reason for contacting the practice, which will then be reviewed by a GP and categorised according to need. Where necessary, we might ask you to answer a few additional online questions to help our clinicians prioritise those patients who need more urgent care.
You will then be contacted by our Patient Services Team and offered one of the following:
- An appointment on-the-day (face-to-face or telephone) with an appropriate clinician
- A routine appointment with an appropriate clinician e.g. GP, Nurse Practitioner, Clinical Pharmacist, Mental Health Practitioner, Practice Nurse or First Contact Physiotherapist
- Referral to another service e.g. Pharmacy
Our telephone lines and reception desk will remain open as usual, but if you do visit or call the surgery, we will politely request that you still complete the online form. If your personal circumstances mean that it is impossible for you to do this, or for someone you know to complete the form on your behalf, our reception team will complete the same online form with you. Whichever way you contact us, whether online, in person or over the phone, all requests will go into the same ‘triage’ queue.
All non-clinical queries or requests will be handled in the normal way. You can still book appointments with our nursing team in the normal way.
(1) NHS England » Modern general practice model
What are the benefits of this model?
- Quick and Efficient: The system allows us to prioritise urgent cases and better manage routine appointments. This should reduce waiting times and ensure you get timely care.
- Personalised Care: By understanding your needs upfront, we can direct you to the right healthcare professional. This could be a GP, Nurse Practitioner, Nurse, or another specialist.
- Easy Access: You will be able to share your symptoms or requests online. This will make it easier for us to understand your needs before your consultation.
- Better Communication: Our team will be better equipped to provide you with the information and support you need. This will ensure a smoother and more satisfying experience
Haven’t we always done this?
It is true that we do currently run a system with some triage elements in it. We have questionnaires that the Patient Services Team use which are written by our Clinicians. We also have what we call a ‘duty list’ which is assessed by two clinicians. Whilst these were positive steps, they still leave inefficiencies and time is not being used as effectively as it could for both our patients and our team.
Steps to Booking an Appointment at Our Practice – Simple as 1, 2… 3!
Step 1: Patients or carers will need to provide information regarding their condition/enquiry. They can do this using our preferred method of filling out an online consultation form via our website or NHS App.
If the patient has two health issues, they will need to complete a form for each problem.
If the patient is unable to complete a form online, they can call or come into the Practice, and our Patient Services Team will fill out the form with them. All forms, whether filled out online, over the phone, or in person, will be treated the same way but you will always be asked/requested to provide information so a clinical triage form can be completed. Calling us will not get a quicker response. The receptionist will not be able to book an appointment until an online consultation has been completed and reviewed by a GP. However, there are some exceptions for our palliative end-of-life care and our most vulnerable patients.
Step 2: The online consultation will be assessed by a GP who will evaluate the condition/needs. They will then provide a booking timeframe for an appointment or offer information for an appropriate service. This will be communicated to you via our Patients Services Team. If the request has been submitted before 1.00pm, it will be reviewed the same day. We aim to have a response to patients within one working day.
Step 3: Our Patient Services Team will contact the patient to offer an appointment or provide the information given by the triaging GP. This contact will be in the form of a text, telephone call or self-bookable appointment link. If the GP has assessed the issue as urgent and requiring a same day appointment, we will always call the patient.
Response Times
Submissions via our online options (Website/NHS App) will be between 7.00am and 5.30pm each working day to enable all requests to be triaged the day of submission. Outside these core hours signposting guidance will be provided or your request will be dealt with on the next working day. We request that, where possible you send any requests in by 1.00pm on the day. This will help us to manage the same day requests. Once you have submitted your request, please do NOT call our Patient Services teams to confirm they have received the form.
Our target is to respond to all clinical requests within 1 working day.
Your Feedback and Engagement Around our new system
We have three drop-in open events where you can meet with the management team and the lead clinician, Dr Isaac to discuss how this new system works. Our Patient Participation Group Chairman is also hoping to be in attendance. These are:
- Monday, 9th December 2024– In person, anytime between 10.30am and 11.30am in the main Reception.
- Thursday, 19th December 2024 – Virtual, teams meeting (Please contact us for a link) at 12.45pm.
- Monday, 13th January 2025 – In person, anytime between 5.30pm and 6.30pm in the main Reception.
If we feel we need more information events, we will look to hold these in January before we go live.
What will happen now and the start of the new system?
There will be a few weeks transition period where you may find that there are limited routine appointments to book via the usual way. If this is the case, you will be asked to submit an AccuRx form (the same form you fill out currently) by our reception team and our clinical team will review this and action accordingly. Our clinicians and admin teams are working really hard (as they always do) to manage all of the requests and to also go through this period of change, so we would request all patients to be mindful of this.
What do you need to do?
- Stay Informed: Keep an eye on our website and social media for updates on how to access our services and use the new system.
- Ensure your contact details are up to date: You can do this via our website really easily. The link is: www.fremingtonmedicalcentre.co.uk/patient-info/update-your-details/
- Be Open to New Methods: Whether it’s a video consultation or completing an online form, these new tools are here to make access to care easier and safer for you.
- Feedback: Your feedback is invaluable. As we transition to this new system, we want to hear about your experiences and how we can improve. We also want to hear any questions so we can update this advice on any areas that are unclear.
If you have any questions, then please do contact Kate Graddock our Practice Manager who would be happy to arrange to meet you.
Frequently Asked Questions (FAQs) Leaflet about Clinical Triage (PDF)
Clinical Triage Patient Leaflet (PDF)
Copies of these leaflets are also available in paper form from reception.