How online consultation can support better access

Clark Avenue Surgery is sharing this short video to help patients understand how online consultation and total triage can support safer, fairer and more efficient access to GP practice services.

Watch the video

What is total triage?

Total triage is a way of helping the practice understand each patient’s request before arranging the most appropriate next step.

Instead of every patient needing to phone at the same time, patients can submit information about their request online. The practice team can then review the information and direct the patient to the right care, which may include a GP appointment, nurse appointment, pharmacist support, administrative help or self-care advice.

How this can help patients

Online consultation can help the practice manage requests more safely and consistently. It can also make it easier for patients to explain what they need without waiting on the phone.

Each request is reviewed by the practice team so patients can be guided to the most suitable support based on their needs.

Benefits of using online consultation

  • Patients can explain their request clearly online.
  • The practice can review requests and prioritise based on clinical need.
  • Patients can be directed to the most appropriate member of the team.
  • It can reduce pressure on phone lines at busy times.
  • It supports safer and more organised access to care.

Getting the right help

Many patient requests can be dealt with by different members of the practice team. This may include GPs, nurses, healthcare assistants, pharmacists, care navigators or administrative staff.

By providing information at the start, the practice can help make sure patients are directed to the right person or service as quickly and safely as possible.

Need urgent help?

If you need urgent medical help and the surgery is closed, please use NHS 111 Wales.

If it is a life-threatening emergency, please call 999 immediately.

Visit NHS 111 Wales

Using online consultation appropriately

Online consultation should be used for non-emergency medical or administrative requests. Please provide as much clear information as possible when submitting a request, as this helps the practice team review it and respond appropriately.

Thank you for working with Clark Avenue Surgery as we continue to improve access and support patients in receiving the right care from the right person at the right time.