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Remote clinical triage model

 

Blog headlines

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    The blog this week, by Helen Northall, looks at the changes needed to make integrated care systems a reality.

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    18 March 2021

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  • Integration and Innovation: working together to improve health and social care for all
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    Professor David Colin-Thomé shares his thoughts on the White Paper in this week’s blog.

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  • Structuring a PCN Social Prescribing Service for the post COVID world
    25 February 2021

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  • Community-Oriented Integrated Care
    18 February 2021

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    11 February 2021

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  • Supporting Staff: the emergence of ‘long-covid’
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  • Link of the week: Clinically-Led workforce and Activity Redesign (CLEAR)
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    This week we are sharing a link to the Clinically-Led workforce and Activity Redesign (CLEAR) site that is funded by Health Education England.

  • So much more than an extra pair of hands
    14 January 2021

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  • Primary Care Networks – how did we get here?
    7 January 2021

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  • A year like no other
    17 December 2020

    On 5 July 1948 the NHS was born, over the last 72 years challenges and changes have been remarkable but the service has probably never been tested as much as in the last nine months. There have previously been numerous re-organisations, multiple changes to hospitals, mental health services and a shift from the family doctor towards more integrated primary care services delivered by a range of professionals. However, rapid transformation of services to embrace digital technologies, and a shift change to work differently has been forced upon all areas of the health service this year.

  • Guest blog: David Hotchin
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  • What now for commissioning?
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    By Professor David Colin-Thomé, OBE, chair of PCC and formerly a GP for 36 years, the National Clinical Director of Primary, Dept of Health England 2001- 10 and visiting Professor Manchester and Durham Universities.

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    26 November 2020

    This year’s Black History Month (BHM) has, unfortunately, in its shadow another example of why campaigns like this exist.

  • Primary Care: Why don’t we talk about Racism?
    20 November 2020

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  • Primary Care and the Health of the Public
    12 November 2020

    By Professor David Colin-Thomé, OBE, chair of PCC and formerly a GP for 36 years, the National Clinical Director of Primary, Dept of Health England 2001- 10 and visiting Professor Manchester and Durham Universities.

 
 
Thursday, 20 August 2020

Remote clinical triage model

This week we are sharing how a remote clinical triage model was implemented at Tollgate Medical Centre. This has been shared with us by Sarah Portway, a Nurse, and Clinical Services Manager at Tollgate Medical Centre.

Sarah is an Associate Partner, at Tollgate Medical Centre and is also Clinical Director of the local Primary Care Network of around 43,000 patients. Sarah has been working in General Practice since 1997, and has trained as an RGN/RMN, Advanced Nurse Practitioner, and Independent Prescriber. She is passionate about all things General Practice but particularly around how nursing teams can continually adapt to ensure patients are provided with the best access and care. Therefore, Sarah is always looking for innovative ways of working.

In her day job she manages the nursing team, (of three practice nurses, a phlebotomist and three HCA's (one of whom is training to become a nurse associate. She also manages the day-to-day service delivery of the Partners and salaried GPs, to ensure delivery of high quality clinical services to 18,000 patients. Last year the management team (a team of four including Sarah) at Tollgate Medical Centre were concerned about just how hard staff were having to work to deal with patient demand. Patients also had to wait 3-4 weeks to book a routine face to face appointment and the practice wanted to develop a new solution to this ongoing problem. They spent much time looking at ways to make the workplace a better one for all and took tools that were already available and developed a remote clinical triage model. They went live with it earlier this year, starting initially with the GPs. Once it was up and running it soon became clear that the nursing team also needed the flexibility to work in this way, so Sarah developed a Nursing Services form which was added into the online consultation system. The practice nurses respond to the queries raised in the form, and this can be done via several methods:

  • Telephone call
  • Video consultation
  • Face to face
  • Text
  • Remote LTC review
  • Remote NPHC/NHS check and various other checks

The benefits have been:

  • The nursing team are able to work flexibly so they can manage their own workload throughout the day
  • There are less DNA's
  • Patient satisfaction is high (see our NHS Choices reviews)
  • Patients are no longer wrongly booked in with the incorrect member of the nursing team so there is better use of skill mix
  • Many queries can be dealt with over the phone
  • Freeing up of the Nursing Teams time to work on innovations and in-house training of staff to further develop their roles.

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