Introducing our total triage system

Dear patients,

Over the past year you might have noticed a change in our appointment booking system. 

In response to previous feedback received and with the aim to enhance patient safety, we have changed our booking system and the way we interact with you.

When a patient contacts the surgery with a request for advice or appointment, this is recorded in their notes by our reception staff and then reviewed by one of the GP partners or, depending on the request, by one of the clinical pharmacists. They will then set a plan and record this on the patient’s notes. In some cases, the clinician might also directly be able to implement and complete their plan by addressing patient’s concerns right and then.

In other cases, this might mean signposting the patient to the right service when GP input is not appropriate, booking an appointment with the right professional within the surgery, advising on test results or need for further investigations, etc.   Last but not least, ensuring that a patient presenting with a problem that might potentially be serious is seen in a timely manner. 

We called this a total triage system.

From September 2024, it will be fully  implemented in our practice across our services. We truly believe this will improve patient safety and help us deliver a high standard of care to our patients.

We appreciate your understanding and feedback in the months to come as we consolidate procedures and daily practice and we thank you for your support at this time.

Kind regards,

The partners at Highfield Surgery