Every practice operates differently! That said, while working with practices moving to a total triage model, we’ve seen some common themes which we recommend are followed.
Accurx's total triage model takes on average 4 weeks to implement 📆 This section covers the following steps to help you get ready to go live with total triage:
Set your practice goals
Identify your champions
Communicate your vision
Choose your date
Set your practice goals 🏈
To ensure that everyone is aligned with the reasons behind the move to Total Triage, it is important to set a compelling goal which everyone can buy into.
Example goals we’ve seen:
📍 Patients are seen by the right person, at the right time, in the right place.
😀 Happy staff and reduced turnover within the team.
🕒 Reduced call wait times for patients.
📝 Task: Create a goal that resonates with your practice.
Identify your champions 🏆
Involving the whole team from the outset and outlining the strategy for change together can help ensure it is received well internally. Without internal familiarity and support for the new model, your practice may find it harder to implement the change.
It’s important to ensure you have people within your team who will champion the change to the new model. Preparing your team first is crucial, then you can start to prepare your patients.
You will benefit from having a specific cross-organisational team to help manage this. Highlight who will lead this change within your practice and work with them to help educate others.
What does this mean for your practice? 🏥
What does this mean for your practice? 🏥
Practices we have worked with have identified the following techniques to help you get started integrating total triage into your practices’ workflows:
📌 Have key influencers in the practice to coordinate the change - Identify your champions (see below) to lead the change. Practice champions can help ensure all areas of the practice are aligned and see the change as beneficial, necessary and permanent.
📌 Set clear expectations - Be transparent about your new vision, what will be happening and share your plan with the team.
📌 Over-communicate the vision - Delivering the vision across lots of different forums will help familiarise practice staff with total triage and help ensure it is seen as integral to the practices’ future success.
📌 Listen and be listened to - Solicit feedback and encourage questions throughout about what this vision means for your practice. Everyone needs to feel a part of this change and take ownership.
📌 Dedicated learning time - Where possible, put aside protected learning time to answer questions and allow for open conversation about the change.
Communicate your vision 💬
As a practice, you will need to encourage your patients to get on board with the change. Your practice will be responsible for helping patients see the positive impact total triage will have on their access to care.
What are the core benefits for patients? 👪
What are the core benefits for patients? 👪
Some of the benefits for patients include:
✅ Better continuity of care
✅ Reduced appointment waiting times
✅ Improved access for pts who cannot use technology by reducing call volume
✅ Improved efficiency
✅ Only attend face-to-face appointments when necessary
✅ Receive care asynchronously
Choose your date 📆
Once you have your goal and have identified your champions, it’s time to create a simple timeline with milestones to achieve your goal. This can then be shared with the rest of the practice team so they know what the practice is working towards and whom to head to with any questions. Once you've decided on a date, a great way to keep you and your team accountable is to select a live date. We can help keep you motivated and support you if you need it!
When does it work for you? Things to consider...
When does it work for you? Things to consider...
When is the best time of the month to go live?
When is the best day of the week to go live?
When are you least busy as a practice?
📝 Task: Create a plan and share this with the team - you may wish to use a format similar to the template below.
Stage 1: Getting ready to go live with total triage!
If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. 👉