Stage 3: Go live and refine your process
Kate Sorotos avatar
Written by Kate Sorotos
Updated over a week ago

Youโ€™re ready to take the plunge! ๐ŸŒŠ

We hope you see immediate practice-wide benefits, just like our practice in Hereford and Worcestershire did on their first day of going live...

โ€œThere's only 3 patients waiting in the phone queue, we usually have around 90 patients queued at 11am on a Mondayโ€.

Be flexible ๐Ÿคธโ€โ™€๏ธ

By moving to a total triage model and turning off all other routes into the practice, you will likely see an increase in requests initially as you educate patients and settle into a routine.
โ€‹Don't panic. Requests may initially go up as patients and staff adjust to this new way of working. As time goes on, you'll begin to see the benefits of your new workflow, including a reduced number of phone calls and more efficient request management.

What you will notice is that the way you receive your requests is different i.e. more online than by phone. The more you can drive online and use Reception Flow to educate patients, the more pressure you can relieve from your phone lines.

โญ Carshalton Fields Surgery (SW London) has received 300 fewer calls a month since adopting an Accurx total triage model using Patient Triageโญ

Check out our case study on their practice here!

What might need to change?

As you go, youโ€™ll identify opportunities to improve, iterate, and settle into your flow.

This could include:

  1. The number of clinicians you have triaging.

  2. The number and layout of appointments.

Follow these tips to achieve success in your practice

  • Dive in with both feet ๐Ÿฆถ- Hybrid will not work so make sure you give this 100% from the get-go. This will help with patient clarity, soft launching and transitioning slowly will make it confusing for both your staff and patient group.

  • Send a welcome message ๐Ÿ‘‹ - Send newly registered patients a welcome message, introducing the total triage model.

  • Shout about success stories ๐Ÿ’ช - Print these out and have them available for practice staff and patients.

  • Accept the fact that you wonโ€™t be able to clear the inbox every day ๐Ÿ˜Š - Instead, ensure your practice has a handover process so that someone can continue where another left off the following day. It can be tempting to try and โ€˜completeโ€™ the inbox however, this should not be treated as a win or lose for your practice, the trick is to just keep it going!

  • Ensure patients have an opportunity to ask questions and seek reassurance if needed ๐Ÿ™‹ - Allow for a question forum, this could be via your social media.

  • Pay attention to the admin requests folder ๐Ÿ“ - Some patients may try to submit medical requests as admin requests so be mindful of this when triaging.

  • Keep track of the data! ๐Ÿ“ˆ- (Number of calls, triage requests, appointments made etcโ€ฆ) You may have appointments still available at the end of the day so ensure youโ€™re keeping track of this.

    Take a look at our triage data tracker template:

  • Try to practise a one-touch approach ๐Ÿ“… - If you can't triage it, then it may need an appointment.

If you need additional support, take a look at the resources below or get in touch with the team!

Continue tracking your journey with our downloadable checklist here! ๐Ÿ“
โ€‹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‘‰

Stage 1: Getting ready to go live with total triage!

โ˜‘๏ธ Set your practice goals

โ˜‘๏ธ Identify your champions

โ˜‘๏ธ Communicate your vision

โ˜‘๏ธ Choose your date

Stage 2: Prepare your practice & your patients

โ˜‘๏ธ Clear your backlog

โ˜‘๏ธ Prepare your team

Stage 3: Go live and refine your process

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