This article is for practices who are trying out Patient Triage, our online consultation solution.

Different practice have chosen to implement Patient Triage in different ways. We've taken some of the learnings shared across our practices using Patient Triage to give you some key tips to consider:

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 everyone tests out the product by submitting both a medical and admin test query, so they can become familiar with how it works. (There's also a demo video here for a walk through of how Patient Triage works end to end.)

Update your patients 📣

Patients are much less likely to use Patient Triage if they aren't informed about it. If you find not a lot of your patients are using it, consider more ways that you can make patients aware of the service. Here are some examples of how practices have done this is:

  • Send a bulk SMS or email
  • Post on the practice website
  • Post on social media
  • Alert the patient participation group

Update your phone message ☎️

A good time 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 🖥️

When it comes to adding Patient Triage to your website, patients are more likely to discover it on their own and choose to contact you online rather than by phoning up the practice if the link is somewhere prominent. We've got some key tips for how to display Patient Triage on your website here.

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