Telephone Triage/call back
We have recently introduced a telephone triage/call back system at the Queensway Surgery in order to deal more effectively with our patients' needs and demands.
As with many practices in the area, due to problems with GP recruitment, we found our waiting times were getting longer and longer and we decided to take some direct action in order to reduce this.
So what is telephone triage?
This is a system in which a doctor calls a patient back when the patient is requesting an appointment. The doctor will then discuss the medical problem with the patient and either resolve the issue over the telephone, where possible, or offer an appointment, often within 2 working days.
Many patients require only telephone advice for conditions such as advice on medication or simple medical conditions and do not require a physical examination. The system ensures that patients who fall into these categories are dealt with very quickly and conveniently.
After an assessment of the case by the doctor, any patients requiring a physical examination are given an appointment.
If the case is urgent an appointment is made within one hour or within two working days for routine issues.