Why implement total triage as an NHS GP?

Why Implement Total Triage as an NHS GP?

Total Triage is being hailed as a game-changer for NHS GP practices. Post-COVID-19, this model has revolutionized patient access and practice operations, becoming an essential strategy for GP partners and administrators aiming to provide better care with fewer headaches.

But what exactly is total triage, and is it right for you? Read on to learn more.

What Is Total Triage?

At its core, Total Triage ensures every patient request is reviewed and prioritized based on need before an appointment is scheduled. This approach streamlines care delivery, whether through online consultations or phone interactions, allowing practices to better match patient needs to the appropriate care pathways.

4 Reasons Why Total Triage Is a Win for GP Practices

1. Patients Love It (In Theory)

Total Triage transforms the patient experience:

• 24/7 Access: Patients can submit requests anytime, even outside of practice hours.
• Quick Responses: Many practices resolve queries within a day or two.
• Less Hassle: Online systems mean fewer unnecessary trips for minor concerns.

In theory, by simplifying access, Total Triage ensures patients feel heard and supported.

However - whilst this is clearly better for patients than a multi-week waiting list and 8AM rush - it still remains a bit of an open query as to whether this actually exceeds the traditional "call and book" model (this author thinks not).

2. Practices Run Smoother

Let’s face it: GP surgeries are chaotic. Total Triage brings order to the chaos:

• Fewer Waiting Rooms: Cut down footfall, enhance safety, and reduce stress for staff by dealing with patient requests remotely and in an ordered fashion.
• Efficient Prioritization: Handle urgent cases first without falling into a first-come, first-served trap.
• Free-Up Phones: Keep lines open for patients who really need to call.

3. It’s Flexible

Not every patient fits the same structure. Total Triage adapts:

• Remote Consultations: Handle up to 30% of issues without a face-to-face visit.
• Support for Everyone: Patients who can’t access online services can still receive help via phone or in-person staff assistance.

4. Save Time, Save Money

With Total Triage, practices achieve:

• Optimized Resources: Assign the right professional to the right problem, avoiding wasted appointments.
• Reduced Workload: Shorter appointment times and smarter scheduling.
• Lower Costs: Fewer inefficiencies mean more savings for the practice.

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Why Choose Hero Health for Total Triage?

If you’re ready to adopt Total Triage, let us introduce Hero Health’s Care Navigation—a solution designed to make triage a breeze for practices, PCNs, and Federations alike. Here’s why it stands out:

1. Tailored for Your Practice

Hero Health lets you design bespoke care pathways and triage questions. Whether you’re managing a single practice or a large network, Hero adapts to your specific needs.

2. Built for Collaboration

With cross-organisational booking capabilities, Hero Health allows practices to coordinate care across PCNs and Federations. From enhanced access appointments to specialist referrals, Hero makes sharing and managing slots easy.

3. Easy on the Budget

Switching to Hero Health could save you 35% or more compared to pricier competitors like Accurx, Anima, or Rapid Health—without compromising on features.

Why Practices Are Switching to Hero Health

It’s no secret that Total Triage is the future of primary care, but as practices evaluate their options, Hero Health is emerging as the top choice. Many are turning away from expensive, modular platforms and opting for an all-in-one solution that combines online booking, messaging, appointment reminders, and batch functionality at a fraction of the cost.

Hero Health doesn’t just fit the bill—it redefines what Total Triage should look like.

Take the First Step Toward Smarter Triage

Adopting Total Triage isn’t just about keeping up with healthcare trends—it’s about providing exceptional care while running a more efficient practice. With Hero Health, you’ll gain the tools to make Total Triage work for your team, your patients, and your bottom line.

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