Digitally enabled triage
As part of NHS England's forward plans for mordernising general practice, the use of and promotion of digital tools and services to patients are requirement for the GP Practices.
Information from NHS Digital Website
Extracted from Digital Triage- NHS Digital Website
This guidance is part of the Online patient facing services section of the Good practice guidelines for GP electronic patient records.
GP practices manage a wide range of patient requests every day, each requiring careful consideration to identify the most appropriate next step. Patients access services via telephone, the front desk and, increasingly, using online consultation (OC) tools. Practices must evaluate why help has been sought and triage the patient to the right services or health professionals.
Triage means understanding what kind of support is necessary; how quickly this should take place and who is best placed to manage the patient or request. Clinical triage can help practices to allocate healthcare services according to individual needs, ensuring everyone receives the care most suited for them.
In line with national guidance from NHS England, parts of general practice moved to a digitally enabled ‘total triage’ system during the COVID-19 pandemic. Total triage meant all patient requests were screened remotely before being directed to an appropriate pathway or consultation type.
The core digital offer in the GP contract means practices must promote and offer online digital/consultation tools to patients. This means triage will continue to be digitally enabled for the foreseeable future.
As part of this drive from NHS England and the requirements for mordernising general practice the Swanwood Partnership has adopted the online triage system which is being rolled out in phases.
You may see this contact us online triage service for appointment requests or for admin queries advertised on the waiting room TV screen and on our website. Our reception staff are also actively telling and informing patients of this service and encouraging patients to use the service.
You can use the contact us online form for appointment request (limited daily availability at present) and submit any admin query for letters, sick note extension, repeat prescription requests or any other non appointment and non urgent admin queries.