Patient Services (COVID-19)


Total Triage Model 

 

What is Total Triage?

In response to the COVID-19 pandemic, NHS England and NHS Improvement have supported all GP practices in England with the rapid implementation of a ‘total triage’ model using telephone and online consultation tools.

 

Total triage means that every patient contacting the practice is first triaged by a clinician who can then determine the most appropriate action for patient requests.

 

Total triage is important to reduce avoidable footfall in practices and protect patients and staff from the risks of infection.

 

Click here to watch a brief video about the Total Triage model and what to expect 

 

 

How do I access support and advice? 

At Dr Maassarani & Partners we are asking that all patients complete an online consultation (called eConsult) when making contact with the practice.   There are two ways in which you can access the eConsult and this is either via the practice website or via the NHS App.

 

Practice Website 

 

If you have a CLICNIAL QUERY (e.g. a new symptom, advice on current condition) that you would like support with then please click on the following link to start your consultation: Clinical Request 

 

If you have an ADMINISTRATION QUERY (e.g. request for sick note, following up on referrals) that you would like support with then please click on the following link to start your consultation: Admin Request

 

NHS App

 

You will firstly need to download the NHS App to a mobile device – you can do this by clicking here. A valid form of ID is required to register for the NHS App so please have this to hand.

 

What if I can’t access the internet or am unable to complete an online consultation?

It is important to us that all patients are able to access our services and access them fairly.

 

If you do not have internet access or are unable to complete an online consultation then we are happy to help you with this.  Please call the practice on 0151 902 0010 and a member of our team will take your details for a ‘call back’ so we can support completing an eConsult on your behalf.  Please note that our call back system starts at 10:30am and our aim is to call you back before 6:30pm on the same day.  It is important that you provide us with your most up to date contact details to ensure we can get hold of you when attempting to call you back.

 

 

What should I expect during a call back?

 

A member of the team will introduce themselves and verify your personal details to make sure we are talking to the correct person.  We will then ask you the main reason for requesting a call back as this will guide us as to which type of eConsult to complete for the clinician.  You will then be asked a number of questions in relation to the reason for your call.

 

Please note, calls from our practice may appear as ‘No Caller ID’ or ‘Blocked’ – please ensure you answer if you are expecting a call from our team.  We will try up to a maximum of 2 times only. 

 

 

What type of questions will I be asked over the telephone? 

When completing an eConsult on your behalf, a member of our team is presented with a number of questions that are evidence based and algorithmic.  Some of these questions may be sensitive in nature and it is not the staff member being nosy! It is important that you answer all the questions as accurately as possible in order for you to get access to the right person and the right advice and to help the practice help you in the best way possible.

 

When should I expect a response to my eConsult?  

Our pledge to all patients is to provide a response within 24 hours (or the next working day), however we will aspire to respond much sooner if possible.

 

How will you make contact with me?  

Depending on the nature of your request and our response, we may contact you in various ways.  For example, we may be able to process your request without having to speak to you and therefore will send you an SMS and/or email.  If we need to speak to you directly, then we will contact you via telephone – please note, calls from our practice may appear as ‘No Caller ID’ or ‘Blocked’ – please ensure you answer if you are expecting a call from our team.  The clinician may invite you to take part in a video consultation and if so, will provide further instructions during your call.

 

 

I don’t want to engage with the total triage model and just want to see a GP.

 

Unfortunately, you are unable to book an appointment with a GP and will be required to follow our total triage model, starting with eConsult.   We strongly believe that accessing services, advice and guidance this way is much more efficient in comparison to our previous model.  It only takes up to 10 minutes to complete an eConsult and 2-3 minutes for a GP to process.  Research shows that in England 70% of patient requests can be closed without the need for a face-to-face appointment which means that you may not even have to come to the surgery.  Also, you can access NHS based help via eConsult anytime, even outside of surgery hours during the week.

 

Prescription Requests

 

How can I order my repeat prescriptions?

 

If you require a REPEAT medication, i.e. a medication that you take regularly, then we are asking all patients to do this via the NHS App.

 

If you do not have access to the NHS App then you will firstly need to download the app to a mobile / tablet device – you can do this by clicking here. A valid form of ID is required to register for the NHS App so please have this to hand.  The process will take you approximately 15 minutes after which time you will have access to your medical records in the palm of your hand within a couple of hours!

 

How can I order a one off (acute) prescription?

 

If you require medication which you do not take on a regular basis or you think you may need medication for a specific condition such as back pain, mental health concerns, coughs or more – Please click on the following link to complete an eConsult: Clinical Request

 

Please note, you are unable to request acute prescriptions via the NHS App.  

 

How and where can I collect my prescription?

Once requested, your prescription will be automatically sent to your nominated pharmacy electronically, meaning you do not have to collect your prescription from your practice. If you do not have a nominated pharmacy, please complete this online form to let us know which pharmacy that is.

 

If you are deemed a vulnerable patient, are housebound or a carer then you can order your repeat medication over the phone.

 

When will my prescription be available to collect from the pharmacy? 

 

Our policy is to ensure your prescription is reviewed and processed by a clinician within 2 working days from the time of when you submit a request.