Pete Woodward, Strategic Manager at Cheadle Medical Practice shared a presentation at one of our Accurx Roadshow events in August. We learned so much from it, so pestered him to review a blogged version. Thanks for being part of the Accurx community, Pete!
Got a story to share? Please send an email to marketing@accurx.com and let’s talk! :)
What is total triage?
Imagine if every patient who called or walked into our practice didn’t have to wait in line. Instead, their needs were assessed directly by a clinician. Total triage is a system where instead of reception making appointment decisions, a clinician steps in. They might send a prescription, give self-care advice, and schedule appointments for patients who genuinely need them, streamlining the process and reducing unnecessary visits.
One of the core ideas is to shift the initial information-gathering away from reception and onto the patients themselves. It might sound a bit impersonal, but the truth is, it frees up reception to focus on more urgent or complex tasks, and it allows clinicians to get a clearer picture of the patient’s needs before they even set foot in the practice.
Why did we change?
You might wonder why we decided to switch to this system. The reasons are as varied as the patients we serve. Managing patient demand can be tricky, and although total triage doesn’t magically solve all our problems, it does make things smoother. By leveraging technology like Accurx, we’re able to handle patient requests more efficiently. Instead of overwhelmed reception staff, we have a more balanced approach where patients can book appointments or get information without the usual rush.
We’ve seen real benefits, too. For example, our flu clinic invitations used to mean endless phone calls. Now, with batch messaging and self-booking links, the whole process is streamlined and much less stressful.
Our triaging model
Let me paint you a picture of how a typical patient’s journey looks with our system. A patient reaches out to us—either via phone or online through Accurx. If they opt for the online route, they fill out a Patient Triage request that helps us understand their needs better. We keep the form open from 8 a.m. to 4 p.m., and we’re exploring extending this to cover all core hours soon.
If they call in, receptionists use Accurx to capture more information from the patient and submit responses in a standardised way. They also check that the patient’s mobile number is correct.
Receptionists are the unsung heroes in our setup. They handle initial queries, whether by phone or through Accurx. They also manage patient responses, determining what can be resolved right away and what needs to be escalated to a clinician. One trick we’ve found helpful is using custom questionnaires. These are designed to capture a detailed picture of what’s going on with the patient, making it easier for clinicians to decide the next steps without needing to chase additional information.
Learning and adapting
Getting to this point wasn’t a walk in the park. We started by talking to other practices that had already made the shift. Their insights were incredibly useful—one practice even shared their initial demand data with us, which was eerily accurate for our setup.
We also did our homework on forecasting demand. Receptionists kept track of call volumes and appointment requests on paper, which helped us gauge what we might need. Today, with Accurx’s reporting tools, we can track these metrics effortlessly and make informed decisions about staffing and locum cover.
Training was another crucial part of the transition. We held sessions with our team, walking them through the new system and making sure everyone was comfortable with their new roles.
Ready to take the move to total triage? Speak to one of our GP Ambassadors to get advice!
Engaging with patients
Communication with our patients was key. We didn’t blast out messages to everyone at once; instead, we used our website and phone lines to inform them gradually. This approach helped us avoid overwhelming the system right from the start.
We also keep the form open during core hours to prevent the rush back to the 8 a.m. scramble, which has worked well in spreading out the demand throughout the day.
Get your patient facing communication pack for total triage here!
The results
Since adopting total triage, we’ve noticed significant improvements. Our phone volume has dropped by about 50%, and the demand is more evenly distributed throughout the day. We’ve saved a substantial amount on locum costs, which we’ve been able to reinvest into the practice.
The whole process has allowed us to be more efficient and, most importantly, to provide better care to our patients. And while there’s always room for tweaks and improvements, the journey has been a rewarding one.
So, that’s our story with total triage. It’s a perfect balance of technology vs the human touch, designed to make our practice run smoother and serve our patients better. If you’re considering a similar move, I hope our experiences provide a helpful roadmap.