New Triage Appointment System

Posted by: joharper - Posted on:

You said……

Following feedback from both our patients and our Patient Participation Group you wanted a more streamlined and clinical triage process.

We did…….

Whilst our Care Navigators follow a Protocol laid down by our Clinicians, we have listened to your concerns and from 6 January 2025 we will be introducing a new triage appointment system via an eConsultation form.

The new process:

Access to the surgery will not change, you can continue to contact us in person, telephone or online.

An eConsultation form will be completed in the best way that suits the patient, this can be at home through our website, or by attending the surgery or telephoning and speaking to our Care Navigators, who will complete the form on your behalf.

All nurse appointments will continue to be booked in the normal way either by telephone, or face-face this covers blood tests, wounds, injections, diabetes, child immunisations etc. If unsure, please speak with a member of our Care Navigators.

Our triage team will be led by Clinicians, with assistance from our Care Navigators. Your completed form will be passed to the clinical team for triage, the team will then contact you either via text message or telephone call advising you of the date and time of your appointment.

The benefits to you:

  • You will get directed to the best source for your care, the first time.
  • This will help with continuity of care.
  • You feel more reassured if a clinician is listening to your initial request.
  • Our appointments are released daily, not just on a Wednesday or Thursday.
  • Queues in the Reception area and on the telephone may reduce as patients get used to the new process.
  • Our routine appointments will no longer be released on a Wednesday & Thursday, these will be allocated daily by our triage team.

Important Update:

  • From the 7th – 20th December 2024 the surgery will be offering more routine appointments.
  • From 20th December – 5th January 2025 all clinics will be urgent appointments only.
  • 6th January 2025 our new appointment triage system will GO LIVE.