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Patient Triage

Patient Triage At Manor View Practice

“Ensuring You Get the Care You Need, When You Need It”

Introduction

Starting June 5th, 2023, Manor View Practice changed how we book appointments to make it easier to see our healthcare professionals. We noticed more people needing appointments, so we introduced something called Patient Triage.

Patient Triage is a plan supported by NHS England. It’s meant to help fix problems in getting appointments, as talked about in a recent NHS paper “Delivery plan for recovering access to primary care.” This plan helps us organise appointments better. It makes sure urgent cases get seen quickly and helps us use our time well.

Patient Triage Traditional v Modern GP Access Model image

What Is Patient Triage?

Patient Triage is the process where a GP checks all appointment requests before they’re confirmed. They decide how urgent the appointment is and if someone else in our team or a different service can help instead.

Online Consult System

To make it easier for everyone, Manor View Practice has improved how you can request appointments. Now, you can use our website to fill out a quick form. This helps our doctors understand your needs better and decide how urgent your appointment is. You don’t need to download anything or create an account. Just go to our website and click the ‘Patient Triage’ button. Most patients find this form easy to use, and it helps us help you faster.

Check out the Patient Triage – How To Get Started Guide.

What Happens Next?

After you fill out the online form, one of our clinical team looks at it to decide what to do next. Depending on what you need, we might ask for more information, tell you to book an appointment yourself online, or send you a text with a time for your appointment.

We can’t promise that you will always see a specific clinician, but we can assure you that we will match you with the right clinician who is best suited to your needs.

Receptionist Assistance

If you can’t fill out the online form by yourself, our receptionists can help you. Just give us a call, and our staff will walk you through it.

Conclusion

At Manor View Practice, Patient Triage shows how dedicated we are to providing quick and effective healthcare. We use technology and our medical know-how to make sure every patient gets the right care at the right time.

Thank you for choosing Manor View Practice. If you have any questions or concerns, please don’t hesitate to contact us. Your health and well-being are our top priorities.

Admin Query

Online consultation allows you to contact us about a fit (sick) note, ask about recent tests, get a repeat prescription, or anything else admin related.

Medical Issue

Contact us about a new or ongoing symptom. Online Consultation will direct you to the right treatment, whether urgent care, online access or self-care.

Online Advice

See advice and guidance on conditions, symptoms and treatments.

Patient Triage mobile view of consult forms

The Impact Of Patient Triage

Since Patient Triage started in June 2023, it has helped Manor View Practice a lot. We can now offer 2000 more appointments every month. Also, there are fewer phone calls and less waiting time. Plus, we make sure each request gets to the right clinician or service. (Data from June 2023 – December 2023)

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Extra Appointments

2,000 extra appointments available each month to meet increased demand

Reduced Wait Time

An average 54 minutes to initiate a response, streamlining response times and ensuring timely resolutions. 95% of all tasks efficiently completed within 48 hours.

Reduced Phone Calls

A significant reduction of 57% in incoming phone calls facilitating easier accessibility for patients seeking prompt assistance when required.

Redirected As Needed

Not every patient requires an appointment with a clinician; redirection to suitable services like self-care, the NHS website, or repeat prescriptions ensures more available appointments for those in need.

Ease Of Use

61% of patients find the Patient Triage system easy to use. 24% find it difficult. Our reception team are available to assist if you need any help.

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Frequently Asked Questions

What is the Patient Triage Appointment System at Manor View Practice?

The Patient Triage Appointment System is a new approach designed to ensure that patients who require urgent or timely appointments are prioritised appropriately. It involves a GP reviewing all appointment requests to determine the urgency of the situation and the most suitable course of action.

How does the Patient Triage Appointment System work?

Patients are required to complete a short online consultation form with a set of simple questions. This form is then reviewed by our triage hub, where a GP assesses the information provided and determines the most appropriate pathway for the patient’s care.

Do I need to register for Patient Triage?

No, there is no need to register to use Patient Triage. If you are a patient of the practice you simply need to fill in your personal details into the Patient Triage form when submitting a request. These details will be matched against our clinical system.

What happens after I submit the online consultation form?

Depending on the information provided and the nature of your request, you may receive further communication via text message or phone call. This could involve requesting additional information, providing advice or guidance, or scheduling an appointment with a clinician.

Can I request a specific clinician through the Patient Triage Appointment System?

Yes, you can specify if you have a preferred clinician when submitting your online consultation form. While we strive to accommodate such requests, we cannot guarantee it due to availability and scheduling constraints.

What should I do if the appointment time offered is not suitable for me?

If the appointment time provided via text message is not suitable for you, please reply to the text or contact our reception (Not all appt SMS can be responded to). While we will do our best to accommodate your needs, we cannot guarantee another appointment with the same clinician.

Routine appointments if booked more than 48h in advance will get SMS confirmation of appointment time. There will be an option to Cancel by responding.

Can I still visit the practice in person to book an appointment?

Yes you can, however we encourage patients to try to submit a request through the online consultation form to ensure timely triage and response.

How can I access the online consultation form?

The online consultation form can be accessed through our website. Simply navigate to the “Patient Triage” in the top header section and follow the instructions provided to complete the form.

What types of issues can I address through the online consultation form?

You can use the online consultation form to address a range of medical and administrative queries, including new or ongoing symptoms, requests for fit (sick) notes, queries about recent tests, repeat prescriptions, and other admin-related matters.

Is the online consultation form easy to use?

Yes, over 80% of patients find the online consultation form ‘easy’ or ‘very easy’ to use. It involves a short and simple set of questions designed to gather the necessary information for triage purposes.

How quickly can I expect a response after submitting the online consultation form?

The practice will action your ‘Medical Request’ on the same working day.  If you submit an ‘Admin Request’, this will usually be processed within 48 hours.