05/12/2025
The 1st of December marks two months since we moved to a total triage system.
WHAT IS TOTAL TRIAGE -
It is a General Practice workflow in which every patient first provides information about their reason for contacting the practice. An experienced GP reviews this and decides the most appropriate next step. At Broadshires, this is done through a digital triage form. Patients who can do so complete an online triage request form themselves. Those who cannot use the digital system, can call reception whereby a member of the team will complete the form on the patient’s behalf. Neither method affects waiting times or triage outcomes - reception remains available to support patients who may be unable to use the digital system and for direct booking of appointments with the nursing team.
HOW HAS IT BEEN GOING ?-
Since October, we have triaged 7594 requests, sometimes leaving us hitting our maximum capacity of 250 requests per day. Each of these requests is carefully reviewed by a GP and the best course of action decided, this may include:
A practice clinician appointment -this may be a GP, Nurse, Advanced Nurse Practitioner, Pharmacist, Physio or Mental Health worker.
Signposting to a more appropriate service - this may be to the pharmacy first service which enables many conditions to be seen more efficiently by community pharmacy services, or to a more appropriate acute service such as the minor injury unit or accident and emergency.
You may have noticed that we had our quarterly training afternoon yesterday and were therefore closed. We used this time to have a full staff meeting whereby we reflected on the last two months of total triage, what’s gone well and where we can do better. The GP workload has increased hugely as a result of total triage, but the patient feedback has been overwhelmingly positive. We will continue to do our best in overcoming any teething problems and remaining committed to striving for optimal patient care, whilst looking after our very hardworking staff-team.
