Case study:
Ivy Medical Group
Total triage: Building a more responsive triage system, loved by patients and staff
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Impact at a glance:
50% shorter waiting times
5 minute increase in appointment time
On-the-day access is now the norm
Context: ‘Sorry, no more appointments’
Once we had a look at Accurx, we realised it’s just really easy to use. [Since moving to total triage] the reception team feel happier coming into work because they don't have to say that there aren’t any appointments any more. Managing patient requests is way easier.
In May 2023 everything changed...
Here’s how Ivy Medical Group moved to total triage:
The practice scheduled a six-week launch phase to prepare staff and patients for the upcoming changes. Reception, administration and clinical teams came together to plan future capacity needs and design a workflow that reduced complexity and improved efficiency.
Staff used protected learning time to hold focus groups and workshops to help staff understand how their roles might change. As well as clarifying roles and responsibilities in the practice, the team used Accurx training videos for practical information.
The team held patient participation groups to gather insights and improve buy-in. They placed a much-needed emphasis on reassurance for patients, assuring them that traditional contact routes would still remain available when needed.
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They launched all in one go on a scheduled date. This helped to prevent confusion in the practice and ensured patient communication was as clear as possible.
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Find out how you can move to a total triage model with Accurx.
How the team’s total triage system works
A patient gets in touch with the practice in-person, over the phone or online.
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The patient is asked to submit a Patient Triage form using a URL link, if they haven’t already.
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The patient completes the request – or goes through the form with a receptionist if they’re unable to themself.
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All patient requests flow into one triaging inbox with shared visibility for the whole team.
The reception team assign requests to GPs, pharmacists and other clinicians with the guidance of the triage doctor.
The GP lets the patient Self-Book an appointment if one is needed, which can be delivered by phone, video or in-person.
Our receptionists are over the moon, the friction at the front desk has gone. Clinicians have said they're enjoying their job again, and the time that they have with patients now gives them a massive amount of job satisfaction. It's the first time in my career that I've been able to see the full need of the patient list as opposed to failed calls by patients at the reception desk. Patients are now confident to leave their query and let the clinicians to get back to them.
What’s the impact been?
Waiting times have halved
Appointment time has gone up
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Quicker to spot red flags
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On-the-day access is the norm
Since moving to total triage, staff are enjoying far better job satisfaction, more manageable workloads, more face-to-face time with patients and a safer working structure. Meanwhile, receptionists express relief at the reduction in tension at the front desk.
Our team’s here to help! Get in touch or explore our online resources to set your practice up for success.
Patients are loving the new system
It’s fantastic compared to what we had before, which was waiting for weeks to get an appointment or couldn't get through. It's been a revelation. It is the future.
Tracy, patient and PPG member
It’s a very straight forward form to fill in.
Patient (2023 survey)
I’m really pleased with the new system. Thanks for taking on board the patient's thoughts and creating a more workable solution for patients.
Patient, (2023 survey)
The questions were straightforward and the responses could be in my own words, not just a tick box
Patient (2023 survey)
I filled the form in, attaching a photograph of a burn on my arm. Two hours later, I got a response from the GP. He sent some antibiotics to my pharmacy and said let's review it in a week or so. If I'd been waiting on the phone, the burn would have gone bad far before anything had been done about it.
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Older patients have particularly taken to the new system
With Accurx’s digitally inclusive triage system, the practice has seen high uptake from older patients, improving their access and freeing up phone lines for those who need them most.
