What can I expect from implementing total triage?

Here are case studies from 3 other practices of a similar size to you! 

1. Carshalton Fields (3,800 patients in South West London). Read the case study here and listen to Practice Manager Trevor speak about the practices experience with Accurx total triage here.

The practice has 1 GP monitoring the incoming requests, you can see their workflow below 👇

2. Lockside Medical Centre (8,000 patients, Tameside and Glossop). Listen to this podcast🎙️ with Dr Adam Cliffe describing how they changed patient access models using Accurx.

3. Mendip Country Practice (5,800 patients, Somerset). 

Read a summary of an interview held with staff at Mendip Country Practice, who implemented Patient Triage in October 2021 and moved to total triage in August 2022.

The practice has 1 GP monitoring triage requests all day (GP Partner or Salaried GP), and keep their online form open 24/7 for patients.

How do patients find it?

Once we'd started, we ran some searches and found that 60% of our population have used Accurx at least once. Elderly patients were initially a bit more set in their ways but we linked with health connectors and local groups to host demos for these patients to explain the process. Once they realise how simple it is, they were good to go!

What are the main benefits of this model?

You get time back from phones not ringing constantly. It is much calmer. You can prioritise your workload – it's good to know what needs actioning first vs. what can be left until a bit later.

How does this work for you?

Our experienced GPs can get through requests quickly. We keep 25-30 urgent appointments free a day to keep up with demand. For things like sick notes, UTI, and instances where an appointment isn't required, we reply fairly quickly, sending them links, attachments or NHS advice, or make a quick phone call. 

On busy days we could get up to 100 requests. Around 20-30 would need to be seen on the day and around 30 can be actioned remotely. Patients are quite happy with a text message letting them know the outcome.

If for example, the patient complaint is a rash and we haven’t had a photo or need more information, we can easily send a two way message requesting this. Once the patient replies, it goes straight back to the triaging GP, where it can be actioned. 

 

Here are case studies from 6 other practices of a similar size to you!

1. St Andrews Health Centre (16,000 Patients, North East London). 

After moving to total triage, St Andrews Health Centre resolve 99% of patient requests within 48 hours, improving access and taking control of the 8am rush.

Watch our 10 minute video 📹 with the St Andrews team describing their experience with total triage and read their case study 📚, and blog ✍️ to understand more!

 

2. Wilmslow Health Centre (15,000 patients, Cheshire). 

Wilmslow Health Centre improved their patient satisfaction and Google review scores after implementing total triage using Accurx. 

Read our case study 📚 with Dr Fari and Dr Amar Ahmed, and watch our 10 minute video with the team 📹 You can see their workflow below 👇

 

3. The Park Surgery (14,000 patients, Yorkshire). Listen to this EGP learning podcast 🎤 between Dr Nat Martin and Dr Gandalf.

4. Lockside Medical Centre (8,000 patients, Tameside and Glossop). Listen to this spotify podcast 🎙️ of Dr Adam Cliffe desscribing how they changed access models at Lockside Medical Centre.

5. Crouch Hall Road Surgery (8,000 Patients, North Central London). The team here run a GP clinical triage model with one GP covering from 8am-4pm and the other from 10am-6pm. Listen to our Accurx keynote with Dr Johan Byran 🎤

 

6. Peel Hall Medical Centre (9,000 Patients, Manchester). The practice saw a 24% reduction in phone calls from moving to a total triage model. Read our case study here. 

Here are case studies from 3 other practices of a similar size to your practice!

1. The Park Surgery (14,000 patients, Yorkshire). Listen to this EGP learning podcast 🎤 between Dr Nat Martin and Dr Gandalf.

2. Meadowgreen Health Centre (18,000, Sheffield). Read our case study here 📕, and our blog 📝 with practice manager, Joanne.  

3. Manor View Practice (46,000 patients, Herts Valley). Hear about their workflow in detail below 👇 

"One of the reception team is now the lead receptionist for the hub and runs everything, keeping track of appointments left etc. The receptionists in the hub deal with the 'To Assign Admin' queries, however most of the admin queries are dealt with in the afternoon - once we have designated any appointments for the day as the priority is to get appointments booked in.

The 'To Assign medical' request inbox is where the GP's work from - adding comments with guidance on what needs to be done and then assigning it to the reception team, or sending a booking link if appropriate, or adding to a triage list (this is used for quick wins that only take 2 minutes or so to resolve and don't need an appointment)"