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Notice to Patients- Spring Hill Medical Centre July 2019 Posted on 14 Jun 2019

Changes to the appointment system- Telephone Triage explained

Telephone triage is a useful method of determining urgent and not so urgent cases so that appointments can be allocated according to patient need. 

The system works by allowing the GPs to triage all requests for urgent care by telephone.

The Receptionist will answer your call and once it has been clarified that you are requesting an appointment, you will be asked to provide a contact number for the GP to ring you however, there may be emergency calls which will take priority. 

Your patience is therefore appreciated, especially during the peak times of the day.

 The GP will assess your complaint over the telephone and will either provide advice or book an appointment for you with an appropriate Clinician – you will not be referred back to the Receptionist for this.   This process is called telephone triage.

Benefits to patients

Speak to their GP sooner

See their GP sooner when appropriate

Save time by avoiding unnecessary appointments

Our aim is to provide:

  • the most appropriate appointment with either a GP, Practice Nurse or HCA
  • more convenient access
  • more efficient use of time for our GPs and patients by resolving an enquiry with a single telephone call
  •  to help ensure routine appointments remain available for patients with chronic complex illnesses

The telephone triage system will operate all day along with our existing appointment system of face to face appointments and consultations with a clinician at the Practice.

Please note that we will still be operating the same on-line system for pre-bookable routine appointments and these can be available in advance.  We continue to encourage patients to register to use our on-line services for booking appointments and requesting repeat prescriptions. 

Please advise our Receptionists of your mobile telephone numbers which will enable the Practice to send you a text reminder of your appointments.

We do encourage patients who are requesting a home visit to call before 11.00am if at all possible.

We look forward to offering you an improved service.


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