TOTAL TRIAGE
Transforming General Practice
The NHS faces unprecedented challenges in primary care delivery. As patient demands grow and resources are stretched, innovative solutions are crucial.
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The Total Triage Model is a groundbreaking approach that's reshaping how GP surgeries across the UK manage patient care. This system is not just streamlining operations - it's enhancing patient experiences and empowering healthcare professionals to work more efficiently than ever before.
What is the Total Triage Model?
The Total Triage Model is a comprehensive approach to managing patient contacts in General Practice.
It ensures that every patient contacting the surgery first provides information about their reasons for contact and is triaged before an appointment is made.
This model can be implemented using telephone systems, but it's most effective when coupled with online consultation tools.
Key features of the Total Triage Model include:
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Multi-channel access (phone, online, in-person)
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Structured information gathering at first contact
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Unified triage process across all access routes
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Efficient allocation of resources based on patient needs
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Data-driven decision making
By implementing the Total Triage Model, practices can better align their capacity with patient demand, enhance overall patient experiences, and create a more manageable working environment for healthcare professionals.
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Discover how your practice can benefit from the Total Triage Model.
The Total Triage Model moves away from the traditional 'first come, first served' approach. Instead, it prioritises patient needs fairly and safely across all access channels.
This ensures patients are directed to the right healthcare professional or service in an appropriate timeframe, considering factors such as continuity of care.
A brief overview of the process:
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Patient Contact - Patients reach out via phone, online, or in-person.
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Information Gathering - Structured information about the reason for contact is collected.
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Triage - Patient requests are assessed and prioritised based on clinical need.
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Appropriate Care - Patients are directed to the most suitable care option, which may include self-care advice, a remote consultation, or a face-to-face appointment.
Implementing this model may seem daunting, but that's where the Demand and Capacity Optimisation Tool (DCOT) comes in.
Want to see how the Total Triage Model works in practice?
How Does the Total Triage Model Work?
The Demand and Capacity Optimisation Tool - Helping the Total Triage Model
The Demand and Capacity Optimisation Tool (DCOT) is a game-changer for GP surgeries embracing the Total Triage Model.
Unlike traditional clinical systems, DCOT provides unique insights into what should have happened, not just what did happen, offering a comprehensive view of practice operations.
DCOT captures and analyses data on:
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Patient appointments
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Incoming calls
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Prescriptions
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Staff rotas
This data is then visualised in user-friendly formats, highlighting areas for improvement and allowing practices to better match their capacity to actual patient needs.
The DCOT Difference
DCOT's unique ability to capture ideal patient pathways sets it apart. For instance, if a patient sees a GP for a minor ailment that a pharmacist could have handled, DCOT doesn't just log the GP visit. It notes that the optimal pathway would have been a pharmacy consultation, revealing true opportunities for improvement.
By providing practices with actionable, trusted data, DCOT drives meaningful improvements in the Total Triage Model:
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Highlights specific opportunities to enhance practice operations
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Guides actions to implement improvements
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Aligns demand and capacity with Quality and Outcomes Framework (QOF) indicators
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Ready to optimise your practice with the Total Triage Model and DCOT?
Real Results for Real Practices
Dr XXX of XXX said:
"Implementing the Total Triage Model with the Demand and Capacity Optimisation Tool has been transformative for our practice.
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We now have a clear, data-driven understanding of our actual demand, which has allowed us to allocate our resources more effectively. This has led to improved patient experiences and a more balanced workload for our staff."