Triage system to manage patient calls and requests

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From Monday 21st June we are launching a new triage system to manage patient calls and requests.

Since the Coronavirus pandemic struck last March 2020, we have had to completely change the way we deal with patient requests and contacts. NHS England (who commission our services) advised all GPs to avoid face to face consultation where there was a safe alternative in order to protect patients from COVID-19 infection. Throughout the entire pandemic patients were still being seen face to face at Bearsted Medical Practice when it was clinically needed.

Although triage was initially implemented in response to Covid, it has proven to be very effective in dealing the exceptionally high volume of patient requests we receive every day.

If you call between 8am and 10.30am, our reception team will gather some information from you either verbally or via text message and pass your request to our clinical triage team.

The clinical triage team will assess each request and signpost based on clinical need. You will receive an outcome on the same day.

Possible outcomes include a same day or future clinical call back from one of our healthcare professionals, a face to face urgent or routine appointment, a text with advice or signposting to other services.

Please note that on days with exceptionally high demand we may have to close the triage service before 10.30 and you will be asked to call back the next day.