Patients couldn’t get through on the phone. We were getting complaints from receptionists saying: “we feel like we're in a call-centre”. Staff were often left feeling demoralised and unvalued. There was no job satisfaction. It wasn't a nice environment.
Find out how to manage patient demand from a single toolbar.
We did a massive training day for two hours and spoke to all the staff. Then we went round to each team. The main thing on that first morning was supporting staff.
We have an older member of our reception team who works full-time for us. She was really nervous because obviously it was a change. At the end of that first morning [using Patient Triage] she looked at me and she said: “I love that”.
every year since moving to total triage
are now resolved on the same day they’re received
estimated by resolving more requests outside of appointments