Managing patient demand is no easy feat, and GP practices across the nation are feeling the pressure. Triage is the ultimate superhero tool, helping practices prioritise and respond to patient needs in record time.
Simply put, triage is the process of sorting and prioritising patients based on the urgency of their medical needs. It helps GP practices ensure that every patient gets the right care at the right time.
With growing patient numbers and fewer GPs to go around, triage systems have become essential for GP practices across the UK. Let’s dive into why triage is so important and how digital tools, like Hero Health’s Care Navigation Triage, can help make the process even smoother.
Think about a typical GP practice – hundreds of patients call, walk in, or go online every day, all seeking help for various health issues. Some cases need urgent attention, while others can wait. An effective triage process means patients with serious symptoms get seen swiftly, while routine concerns can be booked into more convenient slots. That’s a win-win: urgent patients receive quick care, and less critical issues don’t clog up the waiting room.
Electronic consultation systems or ‘digital triage’ solutions help GP staff figure out who needs immediate care and who would benefit from advice, specialist input, or alternative support. They also make it easy to submit simple requests – like an update to your address – without waiting on the phone.
For patients, effective digital triage means they’re directed to the right care pathway with minimal fuss. For GPs, it means they can focus on those who need them most. In today’s high-pressure practice environment, that’s more important than ever.
Online consultations are a game-changer for GP practices. With tools like Hero Health, patients can submit health concerns online at any time. This approach brings a few major perks:
In a traditional appointment system, patients describe their symptoms, wait for a diagnosis, and then may get referred elsewhere – it can take a while. Digital triage streamlines this process. By using Hero Health, for example, patients can fill out a structured form, carry on with their day, and let the practice’s clinical team decide how best to help. This often means fewer unnecessary trips and quicker signposting to the most appropriate care.
Not everyone is comfortable going digital, and that’s fine! GP practices still accept phone calls and walk-ins, so no patient is left out. However, by encouraging tech-savvy patients to use online tools, practices can keep phone lines and face-to-face slots freer for those who need them most. It’s a bit like banks offering online services but keeping a branch for in-person help – inclusivity at its best.
You’d be surprised how many patients don’t realise the sheer volume of people their local GP practice looks after. Triage helps manage this by ensuring urgent issues are addressed quickly while routeing less urgent problems through alternative channels. With online consultation tools like Hero Health, each submission comes complete with a detailed history, making triage faster and more accurate. It’s little wonder that over 3,000 NHS practices in the UK already use online triage systems.
By implementing or refining your triage process, your practice can run more efficiently, patients receive care faster, and everyone benefits from a more streamlined service. After all, nobody wants to wait around when they need help!
Ready to up your practice’s triage game? Check out our post on the difference between triage and care navigation or learn more in our guide on how to implement clinical triage at your GP practice.
Hero Health integrates seamlessly into EMIS and SystmOne, costs only 45p per patient, per year, and includes scheduling, digital triage, and communication in one easy-to-use platform. If you’re keen on saving time, money, and your sanity, you know where to find us!
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