Triage is basically the term used for initial assessment of patients. If you’ve ever contacted your GP surgery and been asked a few questions before getting an appointment, or you've contacted 111, visited A&E or an urgent treatment centre, you’ve already experienced triage.
It's a way of making sure you get the right care, from the right person, at the right time.
The process involves assessing and prioritising patients based on the urgency of their medical needs.
Not every health problem needs a doctor— a nurse, pharmacist, or another clinician can help you. Also, non-clinical staff can help with issues that don't need to be dealt with by GP.
So how does it work?
- You will be asked appropriate questions about your symptoms or condition, including what you are expecting from your consultation.
- Based on this information, you will be offered an appropriate response which could include an appointment with a GP, advanced clinical practitioner, or member of the wider practice team. The consultation may be face to face, on the phone or digital. You may also be directed to other services e.g the Pharmacy First scheme based in community pharmacies. In addition, you may be directed to urgent or emergency care if this is clinically appropriate.
- If your issue is important but not urgent, you may be scheduled an appointment for a future date. If your ongoing care is with a regular clinician, you may choose to wait to maintain continuity of care. GP surgeries work hard to maintain access and manage demand, aiming to provide sufficient daily capacity for people with more urgent requests. This is a way for practices to safely manage access based on need rather than demand.
Triage involves pathways put in place by GPs and trained healthcare professionals so that receptionists & care navigators can ask suitable questions & take the relevant details to better understand your symptoms, concerns and expectations. Your request may be made online, over the phone or face to face in the surgery reception. This will be assessed and evaluated by a healthcare professional to determine the most appropriate next steps.
Some patients feel as though receptionists and care navigators are just being nosey by asking why you are requesting an appointment, but they’re actually doing something really important—they are helping your doctors and wider practice team to determine how best to help you - within an appropriate and safe time frame.
They are trained to ask key questions and work from guidance provided by your doctors to get you to the most appropriate team member. Our reception and care navigation teams are here for you. Please treat them with respect and remember - It costs nothing to be kind.
This is modern general practice and helps us to deal with the unprecedented demands to provide you with quality care.
Triage helps to reduce waiting times by prioritising your care. It minimises unnecessary delays and improves overall access to care for all patients.
Triage ensures that your local GP practice can manage high demand, by focusing on delivering the right care at the right time, with the right person.
