We are thrilled to announce the successful completion of the second week of our Total Online Triage service! This innovative approach to patient care continues to exceed expectations, helping us deliver timely, efficient, and personalised healthcare experiences to our patients. Please see the end of this story for the weekly figures for last week.
Since launching on Monday 3 February 2025, the Total Online Triage system has allowed patients to complete their initial assessments from the comfort of their homes, ensuring that medical professionals can prioritise and respond more effectively to urgent needs. In just two weeks, we have seen a significant increase in patient engagement and satisfaction, with many praising the simplicity and convenience of the service.
Feedback from patients has been overwhelmingly positive, with many highlighting the quick response times, ease of navigation, and the ability to avoid long wait times in a traditional office setting. By combining technology and expert medical triage, we’ve been able to provide quicker, more accurate assessments while maintaining the highest standards of care.
“We’re incredibly pleased with the first two weeks of success of the Total Online Triage system, but we are continuing to review all patient feedback to make any necessary changes” said Mrs Louise Derricott, Practice Manager. “This is just the beginning, and we’re committed to continuously improving the service to better meet the needs of our patients.”
As we look ahead, we remain focused on refining the system, incorporating more features, and ensuring that our patients continue to receive the best possible care. Thank you for your trust and support as we continue to enhance your healthcare experience with innovative solutions like Total Online Triage.
You Said, We Did
During our daily team huddles, we’ve been closely reviewing feedback from patients. Your insights have been instrumental in shaping the updates we’ve made to the service. As a result, we’ve implemented several key changes to ensure the Total Online Triage system continues to meet your expectations:
- Patients were concerned about the length of time the forms took to complete, so we changed this after careful consideration with our GP team. Now you will notice that the questions are less, however still provides our admin and clinical teams with the necessary information they need to assess you.
- Faster Response Times: Based on your feedback, we’ve optimised the system to provide even quicker responses for non-urgent concerns, so you won’t have to wait long for your next steps.
- Simplified Navigation: We’ve streamlined the patient intake process to make it even more intuitive. Many of you suggested that certain steps could be simplified, and we’ve acted on that by reducing the number of questions in the initial form and making the system even more user-friendly.
- Opened up the number of clinical requests that patients can submit. After careful consideration and looking at our access available, we decided to open up more slots from 8am, 12pm and 6:30pm.
- Patients told us they were confused about the opening times of the practice as we opened our clinical patchs slots from 07:30am, therefore to ensure it was in line with our practice opening times we changed this back to 08:00am.
The positive feedback has been overwhelming, with many of you expressing appreciation for how easy it is to complete the online triage and how quickly you’re receiving support. We’re delighted that these changes have already made your experience smoother and more efficient. Below is just a selection of some of the comments we have recieved:
“I submitted a prescription request on Sunday for Prednisolone. This was ready today when I went to ask at the chemist. Thank you all so very much for having it ready so quickly as I had run out, although I didn’t say this on the prescription request. You are all absolutely amazing and I am very grateful to you all for your kindness, care and attention.”
“First time using this service to order my prescription very apprehensive about using it ,it was so much easier than I anticipated.”
“Easy access & 100% better than waiting 2 weeks with no appointments available for medication!“
“Easier than trying to get an appointment.”
“Quick precise questions to give the doctors as much information so they can deal with said issue promptly.”
