Our Total Triage Access Model streamlines patient access to care, ensuring a timely and efficient service for everyone. With this approach, all patient enquiries are initially assessed by our clinical team to determine the most appropriate course of action. Patients can get in touch online or by phone, and following an initial triage, are directed to the right care pathway—whether that’s a same-day consultation, a scheduled routine appointment, or advice for self-care.
This model improves our ability to prioritise urgent needs, reduce waiting times for routine care, and ensure every patient receives the care that best suits their needs. By managing demand effectively, we’re able to provide safe, high-quality care for all our patients.
For routine care, we use waiting lists—not to make people wait longer, but to manage demand more efficiently. Unlike a first-come, first-served model, which can be less flexible and may not always address the most pressing needs, our approach allows us to prioritise based on current patient needs. This enables us to organise clinics proactively, planning around both patient demand and staff availability, including covering for sickness. As a result, we can improve continuity of care, with clinicians’ workloads scheduled flexibly according to real demand, ultimately enhancing both patient experience and care quality.