Triage policy

In June 2020 we will be changing our reception protocol to help support the doctors of Crown Street Surgery by training and empowering our reception team to better triage and intelligently signpost patients .

This will mean that the reception team will have a list of questions to ask every patient who calls us on the day. These questions have been written by a team of doctors and they follow NICE guidelines. Depending on your answers to these questions you might not need to be seen by a doctor, but, every time you speak to a member of the reception team a doctor will review your interaction with our receptionist. If you do speak to a doctor they will then review your answers to the questions which will mean that we can help you more quickly.  Furthermore, you might also be signposted to the most clinically relevant place of care – this might mean that you are not offered an appointment on the day. Instead, you could asked to go be seen at a local pharmacy, emergency department or somewhere else.

Your phone call’s with the receptionists will be longer but this will hopefully help you save time as you might not need to come in. Or, at the very least you won’t be asked routine questions that you have already answered with our reception team.  This will also mean that the doctors will have more time to help support the patients at Crown Street Surgery.