1. Right person, right time, right place…
Telephone Triage
Right person, right time, right place…

2. What is it?
G.P practices, Emergency Departments and in Urgent Treatment Centres, triage is used to prioritise patients based on their clinical need, or to put it another way, how urgent their problem is.
Triage is performed by either a Nurse, Paramedic or Doctor, depending upon the facility in question. This way, we can ensure the safest possible outcome for patients. Sometimes minor sounding conditions need to be treated urgently to avoid them developing into bigger problems.

3. Why do we need it?
We’re all aware of how demand for GPs and other services in the NHS is increasing. In order to make sure those patients with an urgent clinical need are seen quickly, we need to ‘work smarter’ and triage is the most efficient way to do this.
Not everyone will need to be seen the same day, in fact some people may not need to come to the surgery at all and simple telephone advice, or ‘signposting’ to the most appropriate facility is the best course of action.

4. Who will I speak to at the surgery?
We have decided to bring a Paramedic Practitioner (PP) into our clinical team. PPs are experienced paramedics who have additional post-graduate training which allows them to see and treat patients independently in the community or in hospitals.
PPs are becoming more common in GP surgeries - their skills and experience allows them to compliment the work carried out by GPs. They are qualified to diagnose and treat a range of minor illnesses and injuries and also conduct home visits. Many also carry out telephone triage, which enables patients to be seen by the right person, at the right time, in the right place. This is something the NHS is working on nationally to improve its services for patients.

5. How will it work?
Patient calls and is unsure if problem is urgent/suitable for advance appointment
Receptionist takes brief details
Appointment confirmed with patient
Patient Calls requesting a non-urgent/advance appointment
Basic details are taken and advises patient they will receive a call back within 90 minutes
Paramedic Practitioner calls patient and either: books same-day appointment, advance appointment, or redirects patient to appropriate service
Patient calls requesting urgent same-day appointment or a home visit
Paramedic Practitioner calls patient and either: books same-day appointment, home visit, advance appointment, or redirects patient to appropriate service

6. What will I be asked?
When our paramedic practitioner calls you, they will need to ask questions about why you need to be seen, or might need to be seen, the same day. Rest assured, all of the answers you give are treated in the strictest of confidence and PPs, as with GPs, are used to dealing with all kinds of medical problems.
Questions you’re used to being asked in the surgery such as “how long have you had this problem?” And “are you in pain, if so, where is it and how would you describe it?” will assist in making an initial diagnoses or a range of possible diagnosis to assist in getting you to the right person who can help.
We understand sometimes all you want is to see a GP, however, it isn’t always the best option; the PP will ensure you’re seen by the most appropriate clinician for your particular problem.

7. What if I miss the call?
We will attempt to contact you a maximum of 3 times over a 3 hour period. We appreciate there may be a perfectly valid reason why you’re unable to answer on the first attempt.
After we have tried to speak to you on 3 occasions, we will stop calling you and will assume you have either made alternative arrangements, or no longer require an appointment until we hear from you.
If you feel your condition deteriorates whilst awaiting a call back and it is a medical emergency, you MUST dial 999 and ask for an ambulance.

8. Our appointments system is changing…
The way you book urgent on-the-day appointments at your surgery is changing…
Receptionists will arrange for our Paramedic Practitioner to contact you if you feel you need to be seen the same day.
If your condition becomes serious whilst awaiting a call back, you MUST dial 999 and ask for an ambulance.