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Total triage: Preparing my practice to move to total triage
Total triage: Preparing my practice to move to total triage

Setting your practice up for the future

Kate Sorotos avatar
Written by Kate Sorotos
Updated over a week ago

Youโ€™ve already taken your first step to becoming an Accurx total triage practice! ๐ŸŽ‰

Follow the stages below to set up your practice for total triage:

Made in partnership with Healthcare professionals across the country

Overview of total triage

๐Ÿ“ฃ Click the arrows below to expand the sections for an overview of what total triage is and the benefits of adopting this model.

What is total triage?

Total triage is where every patient contacting a practice first provides some information on the reasons for contact and is triaged before making an appointment.

This is achieved online using our online consultation system Patient Triage and Reception Flow to record all patient inbound, whether this is via phone calls, walk-ins or online form.

๐Ÿ‘ˆ See more information here!

Patients who are able to can submit their requests online which frees up the phone lines for patients who are unable to do this.

Reception Flow allows staff to funnel in-person and telephone requests through the same inbox as online requests using a short form, streamlining contact points and giving patients equal access to care.

Why total triage & why now?

An increasing number of practices are moving towards a total triage model to optimise their existing process for the future.

Did you know... ๐Ÿค”

Making the move to total triage can ensure youโ€™re set up to meet the GP Contract 23/24 requirements, signposting patients to appropriate services and offering timely assessments of need? ๐Ÿ‘

Under this model, your practice will be able to operate more efficiently, with a complete overview of all inbound, triaging appointments based on prioritised needs.

Get ready to see an improvement in:

๐Ÿ˜Š Staff morale

In Accurx total triage practices; 50% of practice staff either agree or strongly agree that they are happier in their day-to-day role since implementing total triage!

๐Ÿ“† Management of inbound demand

In Accurx total triage practices; 81% either agree or strongly agree that their practice is better equipped to keep up with inbound patient demand!

๐Ÿฆพ Reduced time to action requests

In Accurx total triage practices; 98% of requests were marked as done within 1 day and for those marked as done within 1 day, the average time from the request being opened was 38 minutes!

๐Ÿ‘ˆ See some quotes from our users here!

โ€œ[Reception Flow is] simple, itโ€™s straightforward, and it ensures the team is getting the right information which then means the triage process is even easier for patients and the practice staffโ€ - Janika, Admin lead, North West London.

โ€œWeโ€™re fully sold on Reception Flow. Receptionists are happy because they donโ€™t have to panic about making a decision - it gets passed onto the clinician if needed. We waste less time with the duty doctor, trying to find an answer and spend less time as receptionists saying no to patientsโ€ - Alexandra, GP, Hereford.

"I have worked at the surgery for 17 Years, and this is by far the best system we've ever had, the key area this has helped is taking the urgent appointment prioritisation decision away from reception, improving staff morale greatly" - Vicki Wickham, Reception Manager, Somerset

"This is the first time in my career i've had total control over what is on my screen" - Dr Tom While, GP Partner, Somerset

๐Ÿ“„ Take a look at our FAQs to see how others have navigated these in their practice. Please take a couple of minutes to read this so you can answer questions from your practice team.

First things first... how familiar are you with Patient Triage?

The smartest way to triage your patients โ€“ Accurxโ€™s online consultation tool empowers your whole team to deliver a total triage model of care.

Patient Triage uses a simple online consultation form and a powerful inbox equipped with tools to efficiently and appropriately manage demand, improving both staff and patient experience.

Follow the steps below to find out where you are with your Patient Triage journey ๐Ÿ‘‡

๐Ÿฅ‰ Iโ€™m unsure what Patient Triage is.

๐Ÿ“ Task: Create a Patient Triage request to see how this works. Head to your initials โžก๏ธ Patient Triage โžก๏ธ Submit a request

๐Ÿฅˆ I know what Patient Triage is, but I am unsure how to use it as a total triage tool.

If youโ€™re live with Patient Triage, youโ€™ll likely already be seeing the positives of filtering requests into the Accurx inbox, capturing information on patients' ideas, concerns and expectations.

๐Ÿ“ Task: Have a go at using reception flow with a few of the phone calls you receive.

๐Ÿฅ‡ I know Accurx Patient Triage very well. What else can I leverage within my Accurx suite to achieve Total Triage?

Practices find that filtering all demand into a single inbox gives a unique perspective of trends within the patient population.

Leveraging Accurx's powerful messaging tools to achieve total triage

๐Ÿ“ Task: Create templates or your own floreys based on common queries and ensure that these are shared with the whole organisation - this will make triaging quick and consistent.

Before you begin, take a look at our diagnostic flow ๐Ÿ’™

Find out what your practice can expect from implementing a total triage model of care by completing our diagnostic flow below.

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. ๐Ÿ‘‰

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