Fernlea Surgery will be moving to a new model for booking GP appointments, which will change how you access our services. Our new model is typically referred to as “Total Triage”, and is being adopted by many practices across the country. On this page we will explain why we are making the change and what you can expect from Fernlea going forward.
In the new model, all GP appointments will be booked via an eConsult, either patients complete an eConsult themselves, or our administrative team will help them to complete one. As this is a substantial change, we will be running group teaching sessions around eConsults during the week. If you would like to attend, please just let one of the team know.
What is total triage?
Total triage is a modern approach to managing patient appointments that ensures patients receive the most appropriate care based on their clinical needs. Under this model, appointments are not booked at the first point of contact with the practice. Instead, patients provide details about their concerns, which are then assessed by a trained member of staff who determines the most suitable pathway for care.
This system allows us to evaluate all incoming queries in real-time and prioritise those with urgent medical needs. Total triage often involves the use of an online form or structured questionnaire, enabling patients to provide detailed information about their symptoms or concerns. This ensures that each patient is directed to the right healthcare professional, at the right time, without unnecessary delays or misdirected bookings.
Why are we changing?
Following feedback from both patients and staff, we recognise that our current appointment system, which requires patients to call at 8 AM, is no longer effective. Many patients find it frustrating to call repeatedly, only to be told that all appointments are booked, and they must try again the next day. Similarly, staff have expressed frustration at being unable to meet patient needs due to the limitations of this system.
Additionally, under the current system, some patients requiring urgent medical attention are unable to secure appointments simply because they are further back in the telephone queue. This creates an unfair situation where those in greater need may receive a lower quality of service. By moving to a total triage model, we can ensure that medical urgency is prioritised, and care is provided based on clinical need rather than who calls first.
By making this change, we aim to:
- Allow staff to allocate resources more efficiently, leading to better care for all patients.
- Improve the patient experience by eliminating the uncertainty of appointment availability.
- Reduce patient stress by removing the need to call back repeatedly.
- Ensure urgent cases are attended to promptly.
Fernlea Surgery Total Triage Model
By implementing the total triage system, we aim to streamline the way patients access our services and ensure the right care is delivered in the most efficient manner. The key benefits of this approach include:
- Increased availability of face-to-face appointments – By minimising incorrect or unnecessary bookings, we can allocate more in-person appointments where they are most needed.
- Reduced 8 AM rush – Patients will no longer need to compete for appointments by calling early in the morning. Instead, every patient’s request will be assessed, ensuring a fairer system for all.
- Improved clarity – Patients will always know what to expect when they contact us, as all queries will be reviewed before appointments are scheduled.
- More appropriate care – By directing patients to the right clinician or service, we can reduce unnecessary appointments and free up capacity for those who need face-to-face consultations.
- Better continuity of care – With a more structured approach, we can ensure that patients see the most appropriate healthcare professional at the right time, improving follow-up care and long-term health outcomes.
What You Can Expect
Under the new total triage system:
- Patients will no longer book appointments directly by calling the surgery.
- Instead, patients will complete an eConsult (an online consultation form). If a patient is unable to complete the form themselves, a member of our administrative team will assist them over the phone.
- Once the eConsult is submitted, a trained staff member will assess the request and determine the best course of action. This could include:
- Booking an appointment with a GP or other healthcare professional.
- Providing advice or guidance via text message.
- Referring the patient to a more appropriate service.
- Sending a self-booking link, allowing patients to choose an appointment time that suits them.
- Patients will no longer be asked to call back the following day, ensuring a more seamless experience.
When will the Changes Happen?
We shall be changing to total triage on the 12th of May.