Systmconnect
Introducing our new ‘Total Triage’ appointment system: Effective from 26th September 2024
We have now introduced our new Total Triage appointment system which came into effect on Thursday 26th September. We recognise this is a major change for our patients and therefore we want to provide as much information and support as possible as we all get used to the new system together.
What is Total Triage?
Total triage is a system designed to ensure that every patient requesting an appointment at their GP practice is assessed promptly and efficiently. Instead of booking an appointment via our reception team, each patient will submit an online form detailing their request and this will be reviewed by a GP who will assess the urgency and type of care you need. All information submitted via the form is confidential as are all your clinical records. This system allows the practice to prioritise patients based on clinical need, ensuring that those who require immediate attention receive it promptly, while others may be scheduled for routine appointments or directed to other appropriate services. This system aims to streamline the care process, reduce waiting times, and make sure you receive the right care at the right time.
Why the Change?
We believe that total triage is the most effective way that we can maintain a safe and accessible service for our patients based on clinical need. We acknowledge that our previous system was unsustainable with a waiting time of around three weeks for a routine appointment. We would like to offer a fairer system ensuring equity of access for all whilst also ensuring the doctors have a safe and manageable workload.
Please Don’t Worry…
We understand that you may have concerns about our new system. We want to reassure you that this system is not intended to be a barrier to accessing appointments, particularly for our most vulnerable patients. For those who do not have internet access or are unable to submit an online form, our telephone lines remain open as usual. When you speak to the receptionist, they will go through the questions with you and submit the form on your behalf. We have consulted our Patient Participation Group (PPG) to gain valuable feedback on how to communicate this change with our patients and alleviate any anxiety you may have about making an appointment with the new system.
Please watch our video and read our FAQs below for more detailed information on how to use the system:
Frequently Asked Questions (FAQs)
What is Total Triage?
Total triage is a system designed to ensure that every patient requesting an appointment at their GP practice is assessed promptly and efficiently. Instead of booking an appointment via our reception team, each patient will submit an online form detailing their request and this will be reviewed by a GP who will assess the urgency and type of care you need. This system allows the practice to prioritise patients based on clinical need, ensuring that those who require immediate attention receive it promptly, while others may be scheduled for routine appointments or directed to other appropriate services. This system aims to streamline the care process, reduce waiting times, and make sure you receive the right care at the right time.
Where can I find the online form?
We will be using a digital platform called SystmConnect which is an online consultation service and appointment solution for GP practices. You will be able to access the system and submit your request in one of three ways (from 26th September):
- visiting our practice website www.stmargaretsmedical.com and clicking the SystmConnect banner
- logging into online services (SystmOnline or the Airmid App)
- or via the NHS App
Do I need to register to use the service? Will I need login credentials?
The best way to use the service is to register for the NHS App and this will ensure your details are validated and pre-populated in the final personal information page. This will also assist us when dealing with your enquiry. However, you can also access the service without registration by visiting our website and clicking on the SystmConnect banner.
Accessing SystmConnect uses a highly secure one-direction communications connection.
What if I do not have access to the internet or struggle to complete forms?
Our practice phone lines will remain open for anyone with accessibility needs who might find it difficult to complete this form and a member of our reception team will complete it with you. We will also have an iPad set up in the reception waiting area for patients to use and submit their online form.
What if I do not feel comfortable sharing my information with a receptionist?
By submitting the online form yourself, you can enter all your information privately without needing to speak to a receptionist. However, if you do not have internet access or are unable to complete forms, you will need to call the practice and a receptionist will submit the form on your behalf. The information collected on the form is important so that the GP is able to review your request and ensure you receive the most appropriate care.
On the telephone there will be no option but to provide this information – much like when we call 999 or 111, we are happy to provide our details to the non-clinical call handler so that we get the help we need. Should you not wish to discuss this with the receptionist, you will need to contact us online.
Can the service be used with tablets and smartphones?
Yes, you can use the service with a computer, smartphone, or a tablet.
What if English if not my main spoken language?
In the same way that clinicians frequently use interpretation services over the phone, the reception team will also be able to access this if the patient they are speaking to is on the phone or in person in the surgery.
What should I do if I am having trouble submitting an online request?
In this case, please call us or come into the surgery and our reception team will be happy to take you through the SystmConnect process.
What kind of information do I have to provide when using the service?
Depending on the option you select, you will be asked to provide information relating to your issue. This may include information about your symptoms and how long you have had them. You will also need to provide your contact details so we can respond to your request.
My relative/child cannot submit a request themselves. Can I submit on their behalf?
Yes, the service allows you to submit a request on someone else’s behalf such as your child or person you are caring for. If you are using the service on someone else’s behalf, you can indicate this on the form under Give your personal details by ticking the box I am using the service on someone else’s behalf and filling in your details.
What happens after I’ve submitted a request for a medical issue to the practice?
All medical requests are reviewed by a GP who will assess the urgency and decide on the most appropriate care pathway. Conditions that need to be assessed on the same day will be prioritised. You will receive a response from the practice advising you of the next steps, for example you may be contacted and offered an appointment with your regular GP.
How will I be contacted by the practice?
The online form allows you to choose your preferred method of contact: telephone or email. If you select telephone, you will either receive a phone call or a text message. If you select email, you will receive an email on the email address you have provided. If a receptionist is submitting the form on your behalf, the system defaults to the preferred method of contact we already hold for you.
How will I know that the practice has received my request?
After you click ‘submit’ your enquiry will be sent to the practice. You will see a message on your screen that says ‘Your request has been submitted – You will receive a response via your preferred contact method’. Then you can simply wait for the practice to contact you.
How long do I need to wait before I receive a response?
We aim to respond to all requests within two working days. If your problem is urgent, you will be contacted sooner; usually within a few hours.
Will I get an appointment quicker if I speak to reception instead?
The reception team will no longer be making GP appointments with patients directly. All methods of completing the SystmConnect forms, either online, in person or over the phone will be assessed equally.
What happens if I need an urgent appointment?
We will continue to have a duty doctor every day to deal with urgent problems. Conditions that require a same-day assessment will be booked in on the same day or directed to an appropriate service. A member of our reception team will contact you directly to arrange an appointment after your form has been reviewed by a GP.
Can I still request a face-to-face appointment?
Yes, there will be an option on the online form to select your preferred appointment method: face-to-face or telephone.
What if my condition is life-threatening?
999 is for life threatening emergencies. Call 111 or go online at www.111.nhs.uk if you need medical help fast but it is not life-threatening.
What if I have more than one issue that I need help with?
Please only submit one issue per SystmConnect form so that you can add sufficient detail for each problem, to allow our GPs to appropriately deal with your request.
Will I still be able to see my GP?
Yes, if your issue requires a GP appointment, an appointment will be arranged. However, some issues might be resolved better by other healthcare professionals, for example the practice pharmacist would be the most appropriate person to see for a medication review.
Will I still have a choice of which clinician I see?
To ensure continuity of care, we aim to book appointments with your regular GP where possible. There is also an option on the online form to specify which clinician you would like to see. We will try to meet this request, availability permitting.
Can I also take care of other health-related matters through the service (prescription renewals, test result enquiries, admin queries etc.)?
Yes, you can take care of all your general practice issues and concerns, conveniently through SystmConnect.
Is my personal data safe with SystmConnect?
Potentially sensitive data is stored within the UK using technical architecture, processes and security features approved by the NHS. SystmConnect assures compliance with regulatory and legal requirements for both UK and EU, i.e., GDPR in general, Data Security and Protection Toolkit (NHS) and Cyber essentials (NHS). Your GP practice is the data controller and SystmConnect acts as a data processor meaning that all personal data is accessed only by GP practices and professionals.
Why are we making this change?
We believe that total triage is the most effective way that we can maintain a safe and accessible service for our patients based on clinical need. We acknowledge that our current system is unsustainable with a current waiting time of around three weeks for a routine appointment. We would like to offer a fairer system ensuring equity of access for all whilst also ensuring the doctors have a safe and manageable workload.
