This week, Ben is joined by Jo Wadey, Practice Business Manager at St Lawrence Surgery and Dr David Stokes, a GP partner at the same surgery and Clinical Director for Central Worthing PCN. They discuss their new triage system which has recently been put into effect at the surgery. They talk through how the new system has been implemented and how it has impacted the surgery, the GPs and the patients. Jo and David share their results and what advice they have for other surgeries thinking of following the same triage system.  

 

Introduction (0:09)

 

How things were before the new ‘triage’ system (1:14)

 

What’s the first point of contact for the patients? (3:27)

 

Is this done in real time? (4:42)

 

Training of the Patient Services Team (5:10)

 

The journey of the new triage system.. (6:25)

 

How was implementing this change? (9:26)

 

How did you deal with the changes? (14:02)

 

What results have you seen so far? (16:15)

 

Impacts on GP workload? (18:52)

 

ARS staff… (20:38)

 

Any advice? (21:35)

 

To contact Jo, please use [email protected]

 

For all enquiries about the Ockham podcast, please contact Ben Gowland here.