We are excited to share that our Total Online Triage System has proven to be a great success, particularly in the fourth week of its implementation. The pilot, designed to streamline patient access to GP consultations and reduce pressure on emergency services, has shown encouraging results across the board.
During February 2025, our patients have benefitted from increased access to appointments, with a noticeable rise in the number of consultations being booked through the online triage system. This innovative approach allows patients to submit their symptoms and concerns online, where they are quickly assessed by our experienced healthcare team and directed to the most appropriate care. This has proven especially helpful for those with non-urgent needs, ensuring they receive timely treatment without waiting for extended periods.
In addition to improving appointment availability, the new system has also had a positive impact on urgent care services. There has been a significant decrease in the number of patients registered at Marshall Cross Medical Centre attending Accident & Emergency (AED), the Walk-In Centres and the Urgent Treatment Centres (UTC). This shift indicates that more patients are receiving the right care at the right time, helping to alleviate the strain on local emergency departments and ensuring that those with more serious needs can be prioritised. We have produced both week four data below as well as some monthly data for comparison below.
Katie Etheridge, Primary Care Business Manager at Marshall Cross Medical Centre, commented: “We are thrilled with the progress we’ve seen over the past month. The online triage system has not only enhanced the experience for our patients, but it has also contributed to a reduction in unnecessary A&E visits, ensuring that our local emergency services can focus on more critical cases. We look forward to continuing to improve patient care through this service.”
Fraser, Patient Care Advisor commented: “As a member of the Patient Care Advisor team, the ability to use Patch’s has made our jobs easier. By removing the eight am rush, we’re able to help far more patients and by introducing our triage guide we can ensure they are seen quickly and correctly.”
The success of this month marks a significant milestone in our ongoing commitment to improving healthcare access and efficiency. We will continue to monitor the impact of the system and make any necessary adjustments to further enhance the care we provide.
Patients are encouraged to continue using the online triage service to enable us to streamline care for our patients. However, if you do find yourself unable to complete the online form or if you are a vulnerable patient, please contact the practice via telephone and our team will be more than happy to assist you.
Thank you to all our patients and staff for your continued support as we work to improve our patients’ healthcare experience.
Marshalls Cross Medical Centre Team – Committed to Your Health, Every Step of the Way.
