Running a hubsite triage model in the NHS

Hubsite Triage Model in the NHS

The introduction of PCNs and the promotion of digital triage has led innovative PCNs to start experimenting with 'hubsite triage. This model essentially sees constituent GP practices within a PCN outsource their day to day 'triage' to a PCN hubsite. The hubsite then runs triage on behalf of the practices, with inbound submissions either being:

• Dealt with by the hubsite (e.g., Enhanced access appointment)
• Referred to secondary care services
• Resolved (e.g., updating an address)
• Or shared onto the GP practice if only the GP practice can resolve

Large scale hubsite triage models can process 1000s of triage submissions each week, and these generally end up referring about ~40% of submissions back into GP practices. The benefit is that substantial work is able to be signposted away, and GP appointments are correctly reserved for those who need them.

This article explores the hubsite triage model (also known as 'eHub' model if you have used eConsult's hub tool), its benefits, pitfalls, and the tech you can use to effectively run triage at a hubsite. Additionally, we will highlight how Hero Health's Care Navigation tool offers unique functionalities that can significantly enhance the effectiveness of a triage hub.

Understanding the Hubsite Triage Model

What is a Hubsite Triage Model?

The hubsite triage model is a centralized approach to managing patient requests and appointments, allowing practices within a PCN or Federation to collaborate more effectively in processing electronic triage submission at a PCN level. The theory is that by pooling resources, practices can provide a more efficient service, prioritising those who need GP appointments, whilst also giving fast responses to other patients.

Benefits of the Hubsite Triage Model

1. Improved Patient Access

By centralizing triage, patients can receive quicker responses to their requests. With dedicated teams reviewing submissions, a significant portion of consultations—up to 90%—can be resolved without requiring face-to-face appointments. This not only enhances patient satisfaction but also reduces the burden on individual practices.

2. Enhanced Efficiency

Pooling resources at the PCN or Federation level enables practices to share administrative tasks, such as processing prescriptions, reviewing lab results, and managing patient documentation. This can lead to a substantial reduction in administrative workload—over 700 hours saved, as reported by some initiatives—allowing clinicians to focus more on patient care. Individuals can be specifically trained to safely triage.

3. Flexible Workforce

The hubsite model allows for greater flexibility in staffing. Clinicians can work remotely when triaging. This flexible approach enhances the capacity to respond to varying patient demand.

4. Scalability and Resilience

By operating at a PCN or Federation level, practices can adapt quickly to fluctuations in demand, such as during peak illness seasons or public health crises. A centralized triage system allows for rapid scaling of resources to ensure that patient needs are met effectively.

Implementing a Hubsite Triage Model

Steps to Implementation

Initially, understand whether hubsite triage is going to be viable or beneficial:

1. Assess Local Patient Needs: Conduct an analysis of the patient population within the PCN to determine the specific needs and demand for services. This data will help inform the structure and capabilities of the hub.

2. Engage Stakeholders: Collaborate with all relevant stakeholders (in particular the constituent GP practices). Without buy-in from GPs in particular, it is almost impossible to implement a total triage model at a hubsite level - and partial buy-in will undermine the entire process.

Assuming you reach this point, you can then start thinking about implementation:

3. Choose a Triage System: Select a robust triage system that can facilitate seamless communication and collaboration between practices. Ensure that the chosen technology integrates well with existing systems. Most triage systems do not allow easy cross-organisational sharing of data, and almost none allow cross-organisational booking - both of which are important to truly unlock benefits.

4. Train Staff: Provide comprehensive training for all staff involved in the triage process. This should include not only clinical skills but also familiarity with the system you've selected.

To go live:

5. Go live: Redirect patients from practice websites and phone systems to refer inbound submissions into the hubsite.

6. Monitor and Evaluate: After implementation, continuously monitor the system’s performance. Gather feedback from staff and patients to identify areas for improvement.

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Why Choose Hero Health's Care Navigation?

Hero's Care Navigation triage offers a differentiated solution tailored specifically for managing triage hubs.

A) Cross-Site Triage Submissions

Hero Health’s platform allows for seamless sharing of triage submissions across multiple sites within the PCN. This functionality ensures that all patient requests are treated equitably, regardless of which practice they originate from, enhancing the overall efficiency of the triage process.

B) Cross-Organisational Booking Functionality

Hero's Care Navigation provides integrated cross-organisational booking capabilities, enabling patients to schedule appointments at their preferred practice without unnecessary delays. This feature streamlines the patient journey, ensuring that they receive timely access to care.

C) Unlock Digital Care Navigation

One of the standout features of Hero Health's Care Navigation is its configurability. The hubsite can tailor questions and flows to direct patients to self-help, local resources or direct booking (where appropriate) - and not just to submit information in for review. This helps reduce overall inbound volumes, and gets patients assistance faster.

In Summary

Implementing a hubsite triage model at the PCN or Federation level presents a significant opportunity to enhance patient access and streamline primary care services. By centralizing triage processes, practices can improve efficiency, save administrative time, and respond flexibly to changing patient needs.

With the support of Hero Health’s Care Navigation tool, practices can leverage advanced functionalities that ensure seamless collaboration and effective triage management. As clinical directors, embracing this innovative model will not only benefit your practice but also contribute positively to the wider NHS landscape.

If you're considering transitioning to a hubsite triage model, connect with our team to explore how Hero Health can support your journey toward more efficient and patient-centric care.

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