Total Triage

 

The Team at Hereward Practice introduce Total Triage launching Wednesday 6 November 2024

Starting in November 2024, we are introducing a new way of working called Total Triage to improve how you access care at the practice. 

You won’t have to phone us right at 8am. No matter what time you contact us – whether online, by phone or in person – we will use Anima, our online consultation platform to plan your care. There won’t be any difference in speed or quickness between the methods; all will be equally effective in getting you the care you need.

Every case will first be assessed by a Triage Doctor, who will determine the most appropriate care for you. This will help us understand your needs quickly and ensure you receive the right care as efficiently as possible.

 

How to contact us

While the way we manage your case will change, the way you contact us will stay the same.

Recommended: Anima via our website

You can contact us using Anima, our online consultation platform.

Use Anima, you’ll need to set up an account. If you need help setting up your account, one of our Care Navigators can assist you, or you can visit our website for detailed instructions. We recommend using our Anima consultation platform via our website for the best experience. With Anima, you can contact us in a fast and secure way and avoid the busy morning rush on our phone lines. All cases are processed the same way, regardless of how you contact us.

Call or visit in person

If you don’t have a smartphone or access to the internet, you can call us at 01778 393 399 or visit the practice in person. Our Care Navigators will fill out the Anima form, asking the necessary questions to record your information.

What happens after you’ve contacted us?

A Triage Doctor will review your case during surgery hours and decide on the best next steps. This could involve ordering a repeat prescription, referring you to local services, or inviting you to book an appointment. We will aim to get back to you within 24 hours. If we need more information, we might send you a text message with a link to provide additional details.

For urgent cases, the Triage Doctor will arrange for an appointment on that same day. Routine appointments may be scheduled for a future date with your preferred GP. You will receive a booking link via text, or we can arrange it over the phone. Your appointment will be scheduled with the most suitable team member based on your needs. A doctor may see you for general health issues, a physiotherapist may see you for musculoskeletal issues, or a nurse may see you for long-term conditions like asthma or diabetes.

Why are we introducing Total Triage?

We are introducing Total Triage to improve how you access care at the practice, making sure our patients get help quickly and fairly. By using Anima, a Triage Doctor can understand your needs and prioritise care, which helps reduce wait times. In the past, appointments were given on a first-come, first-served basis, which sometimes meant urgent cases had to wait. Total Triage lets us prioritise cases better, so vulnerable patients and urgent cases are seen more promptly.

This new way of working will also allow for better continuity of care and will remove the need to contact us first thing in the morning when our telephone lines open, making the process of getting medical care quicker, easier, and a more pleasant experience.

Where can you find more information?

Alongside our website, the best place to get information is on our Facebook page.

You can phone the practice at 01778 393 399 after 10am and speak to one of our Care Navigators or visit the practice in person. We have a display and an information leaflet. 

Published: Oct 4, 2024