We want you to get the most out of Patient Triage. Here’s a guide to get you started with a bang!

Involve all staff

Everyone at the practice will play a role in Patient Triage's success, so it is important that your whole team understands what Patient Triage is, and why it’s useful. We recommend that everyone watches this demo video and tests out the product by submitting both a medical and admin test query, so they can become familiar with how it works.

Update your patients

A week before the go-live date, update your patients that they have a new way of contacting you. Some examples of how practices have done this is:

  • Send an SMS or email to announce the launch date to your patients
  • Post on the practice website
  • Post on social media
  • Alert the patient participation group

Update your phone message

A good way to try and encourage patients to use Patient Triage is while they’re waiting on hold to speak to the receptionist, or if they call out of hours. The following is an example of a message you can include in your recording:

You can now submit non-urgent medical or administrative requests through our website. Please visit [website address] to find out more.

Add your unique Patient Triage link to your practice website

Here are some examples of where you can add an access point to Patient Triage. The more prominent the location, the more likely your patients will discover the Patient Triage on their own and choose to contact you online rather than by phoning up the practice.

Example wording alongside the link to Patient Triage:

You can contact us about a medical, administrative or prescription issue by clicking HERE.

Answer a few short questions and we will get back to you within 2 working days. Please do not use this online form for urgent or emergency requests. The submitted forms will only be read during office hours. The forms will not be read on the weekends (Saturdays and Sundays) or on bank holidays. They will not be read Monday-Friday between the hours of 1800 - 0900. Please contact 111 during out of hours or 999 if this is an emergency.

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