Frequently Asked Questions (FAQ’s)
- Why are you expanding the online triage form to same day problems?
Online triage forms have been in use at Westgate for non-urgent appointments over the past 12 months. This has proven very successful, and we are now wanting all patients to have access to GP advice, regardless or whether they believe their problem to be same day or non-urgent. All forms are assessed by a GP who will then make the clinical decision as to who you should see and when. This means that appointments are allocated to patients based on need, rather than who can get through to the surgery the quickest.
- What if I don’t have a smartphone or have internet access?
This is not a new process, rather an extension to what we have been doing for the past 12 months for non-urgent appointments. Anyone without access to the form, can get a family or friend to submit a form on their behalf. If this is not possible, you can telephone the practice so that staff can support you by completing the form for you online. There may be a delay doing this at busy times, so finding a way of completing the form yourself or with help from a family member, will allow us to help you more quickly. Please note: this cannot be done at the front desk due to confidentiality issues.
- Does this process apply for all appointments or enquiries?
The online triage form should only be used when you require an appointment either on the day or in the next few days/weeks to see a healthcare professional. It can also be used for administrative enquires. All other preplanned appointments such as nursing appointments will usually include a self-book link where you can book your appointment from a list of available options. Alternatively, you can ring the surgery after 10:30am to book your appointment. Please do not use the online triage form for HRT reviews, prescription requests or annual reviews. Patients should use our website and complete the relevant health form selecting the health review panel on our homepage. Home visit requests need to be made by telephone before 11am.
- What are the benefits of triage?
Triage means no longer having to be available at 8am to ring the surgery. Completing the online triage form with as much information as possible from the patient means that the triaging doctor can make an informed decision about who the patient should see and when. This process is patient centred with the focus being on their needs and priority, resulting in a better outcome for the patient. This method also reduces demand on the phone, so those who need to contact the practice can do so more easily. We are also better able to manage clinical resource and appointments.
- When should I expect to hear back from the practice after submitting my form?
For issues deemed as needing a same day assessment, patients will hear back within one working day. For those problems deemed non-urgent, patients should hear back within 72 working hours. If you do not hear anything after this timeframe, please contact the practice.