How Does Total Triage Work?

In the ever-evolving landscape of healthcare, finding efficient ways to manage patient demand is more crucial than ever. Total Triage is emerging as a transformative solution for GP practices, enabling them to meet patient needs effectively while improving overall service quality. If you're considering implementing this system in your practice, let’s delve into how Total Triage works and the benefits it can bring.

What is Total Triage?

Total Triage is a patient management system that allows practices to assess and prioritise patient needs before booking appointments. This approach enables healthcare providers to address issues without requiring in-person visits, optimising the use of available resources and reducing waiting times.

The Need for Total Triage

With increasing patient demand, traditional appointment systems can lead to bottlenecks and frustration for both staff and patients. Total Triage addresses these challenges by:

• Enhancing Accessibility: Streamlining the process for patients to receive timely care.
• Improving Patient Satisfaction: Ensuring patients connect with the most appropriate healthcare professionals.
• Adapting to Change: Keeping practices aligned with modern healthcare delivery trends and technologies.

How Does Total Triage Work?

Understanding the mechanics of Total Triage will help you implement it effectively within your practice. Here’s a clear breakdown of how the system operates:

Step 1: Patient Initiation

Patients begin the process by contacting your practice. They have multiple options to reach out:

• Online Submission: By completing a brief online form detailing their concerns.
• In-Person Assistance: For those who prefer face-to-face interaction, reception staff can assist them in completing the online form while at the practice.

Step 2: Centralised Triage Process

Once a request is submitted, it enters a central inbox integrated with your clinical system. Here’s how the triage process unfolds:

• Visibility of Demand: All incoming requests are visible in one place, making it easier to assess patient needs efficiently.
• Urgency Assessment: Each request is triaged based on clinical urgency, allowing your team to prioritise patients who require immediate attention.

This step ensures that patients with urgent needs receive prompt care, while less urgent requests are managed efficiently.

Step 3: Addressing Patient Needs

After the triage assessment, your team will determine the best course of action for each patient. Possible outcomes include:

• Direct Communication: Many requests can be resolved via SMS or Email, providing patients with quick guidance or instructions.
• Appointment Scheduling: If an appointment is necessary, your team can book it with the appropriate healthcare professional—whether that's a GP, practice nurse, or another specialist.
• Signposting to Other Services: If the patient’s needs are best served by an external service, your team will direct them appropriately.

Benefits of Total Triage for Practices

Improved Efficiency

Total Triage helps practices manage patient demand more effectively. By assessing needs upfront, you can allocate resources more efficiently, reducing unnecessary in-person visits and optimising appointment slots.

Enhanced Patient Experience

Patients will appreciate the speedy responses and more tailored staff interactions that Total Triage facilitates. By connecting them to the right healthcare professional, you can significantly improve patient satisfaction and trust in your practice.

Streamlined Communication

Thanks to a centralised system, communication between patients and staff becomes smoother. You can quickly update patients about their status, appointment details, and next steps—leading to a more organised practice environment.

Future-Proofing Your Practice

Embracing Total Triage places your practice at the forefront of modern healthcare. As technology continues to evolve, having a robust triage system ensures you remain adaptable and patient-centred.

Hero Health’s Care Navigation Triage solution is a cost-effective option for implementing Total Triage, priced at just 45p per patient per annum, fully integrated with EMIS and Systm1.

Ready to Take the Next Step?

Transitioning to Total Triage is a strategic move for NHS GP partners and practice administrators looking to enhance service delivery and patient care. By streamlining how you manage patient requests, you can improve access to care, boost patient satisfaction, and create a more efficient practice environment.

For more insights on triage and care navigation, check out our blog post What is the difference between triage and care navigation?. If you need a guide on rolling it out in your practice, head over to our article How to implement clinical triage in your GP practice.

Interested in learning more about how Hero Health can help your practice implement Total Triage? We’d love to show you how our Care Navigation solution can transform patient flow and staff workloads.