Important Update – Introduction of Total Triage System

20 Nov Important Update – Introduction of Total Triage System

Making an appointment with us can be frustrating and we have listened to your concerns. We want to make it easier for you to access the practice when you need it.

We want to inform you of an important change in the way we manage appointments and how you can access healthcare at Hollyns Health & Wellbeing. From Wednesday 10^th December, we will be introducing a Total Triage system.

What is Total Triage?

Total Triage means that all requests for appointments or advice will be assessed first by a clinician or trained care navigator before an appointment is booked. This allows us to ensure that every patient receives the most appropriate care, at the right time, in the right place and with the right healthcare professional.

How it works:

• All appointment requests are to be submitted via an online consultation tool.  This can be done via Hollyns Health and Wellbeing website or SystmOnline/Airmid. **This will not affect the nursing team; appointments will need to be requested in the usual way**

• You can still contact us by telephone or attend the practice in person if you need to. Our online consultation tool is the best way to get help, but walk-ins (where appropriate) and phone lines remain fully available.

• If you are unable to use the website, please phone the surgery. Our patient service administrators (PSA) team will be required to take details of your medical issues/concern. This will then be added to our total triage system by the patient service administrators.

• If you attend the practice to try to make an appointment, then our PSAs will take you through the total triage process so you can access an appointment if needed

• The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next

• You may be offered a telephone or face-to-face appointment, signposted to another service (e.g., pharmacy, physiotherapy), or provided with advice or prescriptions without needing to attend the surgery. This will usually be a message to your mobile phone, therefore it is essential that we have your correct contact details.

Why are we making this change?

• To improve access to healthcare and reduce waiting times

• To reduce waiting times on the phones for patients

• To enable patients to get an appointment when needed

• To ensure urgent issues are prioritised appropriately

• To make better use of our clinical team’s time and expertise

• To support patient safety and continuity of care

We understand that this is a change from how things have worked in the past.  We appreciate your patience and cooperation as we implement this new system. Our goal is to provide you with the best possible care in the most efficient way.

Need Help Using Online Services?

We’re committed to making Total Triage work for all patients.

To support patients with this change, we will be holding 2 drop-in sessions at both Clayton and Allerton sites for patients who have any questions or if you require assistance registering for online service:

Thursday 27^th November Clayton and Allerton – 09.00 to 11.30 and 14.00 to 16.30

Wednesday 3^rd December Clayton and Allerton – 09.00 to 11.30 and 14.00 to 16.30

For more details please check the Total Triage FAQs for Patients

Thank you for your continued support.