Streamlining Patient Requests with Customisable Digital Triage

Background

Crown Medical Centre, like many GP practices, faced overwhelming patient demand in the aftermath of COVID-19. Increased appointment requests led to challenges with patient access and administrative strain. To address these issues, the practice became an early adopter of Hero Health’s Care Navigation platform, seizing the opportunity to improve efficiency and streamline patient requests.

The Challenge

Traditional triage tools often lacked the flexibility to adapt to the specific needs of a practice, limiting their effectiveness. Crown Medical Centre needed a solution that could:

• Handle high volumes of patient requests (approximately 500 per week)
• Direct patients to appropriate self-help or locally commissioned resources to reduce unnecessary appointments
• Ensure that only registered patients could submit requests, preventing inappropriate submissions
• Improve workflow efficiency for clinical and administrative teams

The Hero Health Solution‍

Hero Health’s Care Navigation & Triage platform provided Crown Medical Centre with a fully customisable solution that met their needs. Key features included:

• Customisable Pathways & Questions – Unlike rigid triage systems, Hero allowed Crown Medical Centre to tailor questions and patient pathways to align with clinician requirements.
• Integrated Self-Help & Local Resources – Patients could be directed to self-care options or locally commissioned services as part of the triage process, reducing unnecessary inbound demand.
• Robust Submission & Proxy Flows – Hero’s proxy submission capabilities and multiple authorisation mechanisms maximised throughput while ensuring appropriate access.
• Patient Registration Checks – Before submission, Hero verified whether the patient was registered with the practice, reducing inappropriate submissions.
• Efficient Workflow Management – Once submitted, patient requests were managed through Hero’s inbox, where the practice could:
  • Use self-booking links to direct patients to available appointments
  • Make direct bookings without needing to open EMIS
  • Report on triage volumes with integrated analytics

Results & Impact

• Efficient Triage Handling – Crown Medical Centre now seamlessly processes ~500 patient requests per week without overwhelming reception and clinical staff.
• Improved Patient Access – Patients receive timely direction to the most appropriate care pathway, reducing unnecessary demand on GPs.
• Operational Efficiency – The practice can manage workflows more effectively, freeing up administrative time and ensuring patients are seen at the right time by the right clinician.
• Data-Driven Decision Making – With integrated analytics, the practice can track triage volumes and refine processes for continued improvement.

‍Hero Health’s Care Navigation & Triage functionality has empowered Crown Medical Centre to handle patient requests more efficiently, improving both patient experience and operational effectiveness. By leveraging customisable triage pathways and integrated workflow tools, the practice has successfully adapted to the post-COVID healthcare landscape, setting a benchmark for digital transformation in primary care.