GP Telephone Triage


Telephone Triage

In response to an increase in demand for same-day GP appointments, we will be implementing a GP triage system from Monday 6th February 2017.

If your concern is appropriate, our Receptionists will place you on a triage list for a call-back from one of our GPs. You will be telephoned by the GP on the same morning and either telephone advice or an appointment will be offered to you.

You will be asked questions about your symptoms by Reception in order to signpost you correctly. Please answer as fully as you can.

We will be triaging with one doctor per day; all other GPs will continue with their usual clinics.


What is Telephone Triage?

Telephone Triage is a method by which a GP contacts a patient and manages their care based on the outcome of that telephone call.


What are the benefits?

Benefits for patients:

  • will speak to a GP sooner;
  • will see a GP sooner, when appropriate;
  • may get more time with a GP, if they need it;
  • saves time by avoiding unnecessary appointments.

Benefits for GPs:

  • can manage workloads more efficiently;
  • improves the utilisation of paramedics, nurses and other health care professionals;
  • reduces DNAs (Did Not Attend).


Q.  Is this to stop me getting an appointment?

A.  Not at all. It is the ensure that the patients who need to be seen on that day are seen by an appropriate health care professional. It's also to help us cope with the demand for appointments.

Q.  How does it work?

A.  Any patient who wants to be see on the same day, and who fits the criteria for triage, may be assessed this way. The system has been used successfully for several years in many GP surgeries around the country and analysis has shown that the process significantly improves access for patients.

Q.  Why is the practice implementing it?

A.  For a number of reasons:

  • To improve access, and because of the increased demand for appointments.
  • To improve our DNA rates (Did Not Attend); on average we see at least 25 hours of wasted GP & nurse time every month because patients do not turn up for their appointments.
  • We need to optimise GP appointments; with an ever-developing workforce, less complicated needs can be dealt with by other members of the health care team.
  • To hopefully reduce waiting times for patients.