Case study:
Peel Hall Medical Centre

Total triage: Enhancing access and expediting care in one easy-to-use toolkit

In 2023, Peel Hall Medical Centre moved to total triage to enhance access and drive digital change in line with CQC expectations.
Since then, the practice has resolved 98% of patient requests within 48 hours, cut calls to reception by a quarter and improved satisfaction levels for both patients and staff.
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Impact at a glance:

96% patient requests are 
now resolved within 48 hours

24% less calls since
switching to total triage

87% patients find Patient 
Triage easy to use

Context: frustration and low morale

Peel Hall Medical Centre serves a diverse population of 9,547 patients in Manchester. Previously, the practice allocated appointments to patients on a first-come first-served basis – often with limited information noted about their needs.
This system put a significant strain on clinical capacity, leaving staff demoralised and patients frustrated – so much that the team chose to take a step back in 2023 and move to a 'total triage' way of working.

Patients would queue to book in for appointments. Then half an hour later, there would be no appointments left, resulting in patient complaints and staff being mistreated.

Jang Bakhat, Business Manager, Peel Hall Medical Centre

Then the team started using Accurx as an all-in-one toolkit for total triage

The practice’s total triage system is built on three simple workflows

1. The team manage inbound demand with Patient Triage

Staff made a coordinated push to embed Patient Triage in their processes and regularly encourage patients to complete requests themselves. To channel demand online, they have set up an automated workflow which lets patients in their phone queues request a Patient Triage link to be sent to them.
Explore Patient Triage

2. Staff collect patient information quickly with questionnaires

The team send patient questionnaires to capture information such as blood pressure readings and use SMS messaging to resolve many requests remotely, without the need for an appointment.
Learn more about questionnaires

3. They take the stress out of appointment booking with Self-Book

The practice uses Self-Book to get patients quickly booked in for appointments, in particular COVID vaccinations. They send Self-Book links straight from the inbox, removing any unnecessary back and forth.
Find out more about Self-Book
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What’s the impact been?

The practice has seen a substantial uplift in patient satisfaction, with a more timely service and enhanced access for patients. Staff are enjoying better morale, with fewer patient complaints and a simple, intuitive system for patient communication. Peel Hall can now manage all inbound patient requests on the same day, helping make the 8am rush much more manageable.

96% requests

are resolved within 48 hours

24% less calls

since switching to total triage

87% patients

find Patient Triage easy to use

You need to find balance for meeting demand with supply. We overcame these apprehensions by ensuring that all staff were on board and part of the transformation process. We thought we’d be overwhelmed [with Patient Triage requests] but this wasn’t the case.

Jang Bakhat, Business Manager, Peel Hall Medical Centre
1

Get started with a call - find out how we can best support your move to total triage.

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2

Take a look at our total triage training pack. It’s packed with insights and tips to help you find a better way to manage patient demand.

3

Get the patient-facing materials you need to guide patients through the change in system e.g. posters, demos, informative videos and messaging templates/user scripts.

4

Join the conversation about total triage as part of our Facebook community. You and your peers can share learnings and access supportive content from over 700 fellow healthcare professionals.

Accurx has been priceless in improving communication between patients and our staff. This expedites the patient journey through primary care by them getting the care they need quicker. If you want to improve your metrics and patient experience and reduce pressures on your staff then do this.

Jang Bakhat, Business Manager, Peel Hall Medical Centre

Accurx is very useful for creating our own templates with specific links to websites we use frequently e.g. Asthma UK, Oxford Vaccine Group and cervical screening websites.



It saves time to message patients with results or arrange appointments without needing to phone, and saves patients from calling back in.

Sister Mandy Hine, Practice Nurse, Peel Hall Medical Centre

I use Accurx frequently to message patients, and find it a quick, effective and reliable method of communication. Patients also seem to find it easy to use and appear satisfied with the ways we've implemented it into our service provision.

Dr E Dayan, GP, Peel Hall Medical Centre

I'm a big fan of accurx. I find it really useful for texting patients information, whether about their medication, negative results, reminders or how to book an appointment. It's helpful when doing routine prescribing and you can ask a patient to reply with a photo if need be. It definitely makes life easier.

Dr F Greenslade, GP, Peel Hall Medical Centre
Dr Selvarajah’s team have made huge strides since moving to total triage at St Andrews.

Peel Hall are in good company...

Across the country, more practices are using Accurx to implement a total triage model of care. See staff at St Andrews Health Centre tell their total triage story.
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Connect with total triage practices

Join our Patient Triage group on Facebook to connect with practices running total triage for useful guidance and tips.
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