Total triage – Patient information
From Monday 9th October 2023 we are asking all our patients to use an online form to contact the surgery. This will apply to anything you would normally call the surgery about; to book a routine or urgent appointment, request a prescription, to let us know about changes to your treatment or medication, to follow up results and all other administrative and clinical queries.
Whilst our phone lines will still be open, the aim is to improve the patient experience of calling through to the surgery and cutting wait times. Patient feedback and the National Survey data has highlighted that patients are frustrated with the telephone wait time when contacting their GP practices. If you do call the surgery we will politely request you complete an online form. If your personal circumstances mean that it is impossible for you to complete the online form, and you are unable to get help from someone you know to complete the form on your behalf, then our patient support advisory team will be happy to assist you with completing this.
The form is brief, and will ask you the following questions:
- What your query is about
- What action you would like
- Your preference for who or when you would like to deal with your problem.
You will be invited to submit photos if relevant. This will help our triage team to provide you with the highest quality advice and care. Please do not include any INTIMATE photos.
You will be able to submit a form between 7am – 4pm Monday, Tuesday, Wednesday & Friday and 7am – 11am on a Thursday.
All forms will be screened on the same day.
You can watch a video about how to submit your form here: https://help.klinikhealthcaresolutions.com/knowledge/video-patient-guide
What happens after my form is submitted?
Administrative tasks will be dealt with by our patient support advisory team in the usual way.
Clinical queries are screened by the doctor and categorised according to urgency of need (red, amber, green). We have appointments available within different time frames, including on the same day. Our patient support advisory team will contact you to arrange an appointment with an appropriate member of our clinical team.
We may organise some investigations for you while you are waiting to be seen.
It may be possible to deal with your problem directly without the need to see a clinician. Alternatively, you may receive advice about self-care options and other local services that can assist you with your request.
While we strive to accommodate your preferences, this may not always be possible (due to capacity limitations). We will ensure you see the most appropriate clinician at the first point of contact. If you have requested a specific clinician and we are able to accommodate this we will text you the time and date for an appointment. Please reply to this text if the appointment is not suitable, however we cannot guarantee you another appointment with the same clinician.
Link to submit Online Klinik form
Follow this link to access the online form
Frequently asked questions
Why has Lime Tree Surgery decided to change to this system?
Since the pandemic, primary care has faced an unprecedented level of patient demand and need for ongoing care. Whilst we have worked very hard and increased our staffing levels with a multi-disciplinary team, it is more important than ever that the right problem is dealt with by the right person. This is to ensure we can provide our patients with the safest and most efficient service.
We hope that by making better use of appointments we will be able to increase capacity and reduce waiting times. We are making these changes in response to patient feedback regarding Access to appointments.
We also hope that it will be easier for vulnerable patients who really need to get through on the phone.
Experience from other practices already using a total triage system has shown that overall patient satisfaction is generally greatly improved.
How Does This Benefit You?
We understand that change can be difficult, but we believe that this new approach will ensure that patients’ needs are met safely and efficiently. We are committed to delivering a robust service to our patients, and we believe that this new strategy will help us achieve this goal.
- Improved Access to Care: Total Triage has been shown to reduce waiting times and it enables us to attend to your medical needs more promptly. By using remote consultations, where appropriate, we can free up face to face appointments for those patients that need them.
- Convenience: Using digital communication will mean that you can engage with us from the comfort of your home or workplace. No more having to travel to the practice and possible long waits for simple enquiries or prescription renewals.
- Enhanced Patient Experience: We are committed to providing you with the best possible care at Lime Tree Surgery. Total Triage improves communication and ensures that you see the person best able to help you, in a timely way.
- Embracing Innovation: As healthcare technology advances, we are committed to staying at the forefront of these innovations. Total Triage will enable us to adapt and evolve with the changing healthcare landscape and ensure that you benefit from the latest advances in medical care.
What if my problem is urgent?
You should still submit an online form. Please do so as early as possible on the day to ensure your problem can be dealt with by our duty team.
Can I request a prescription using the online form?
Yes, though for simple repeat prescriptions please use the usual prescription email nelondonicb.LTSmedicationrequests@nhs.net, your NHS app or your nominated Pharmacy.
What if I don’t have access to the internet?
You are also welcome to use our Wi-Fi with your own device in surgery.
What if a patient does not speak English?
We understand that it can be difficult for non-English speaking patients to access care, and we have no wish to make this harder. If possible, please ask a friend or family member to complete the form, or consider using an online translation tool such as google translate. If these options are not possible our patient support team will assist you with an interpreter if necessary.
What if a patient is housebound, elderly, or not able to use online systems?
We will work hard to recognise vulnerable patients who cannot be expected to use the online form (though we would still encourage family members and carers to use the form on the patient’s behalf as it is a very useful way of communicating with the surgery). These patients will still be able to speak to our patient support advisory team who will complete a form on their behalf.
Conclusion
We hope that this information has been helpful and informative. Our new appointment system, Total Triage, will ensure that those who most need an appointment are able to get one. Our Online Consult system is quick, accessible, and easy to use, and it allows us to provide you with the best possible care. If you have any questions or concerns, please do not hesitate to contact us. Thank you for choosing Lime Tree Surgery.
