June 2025
We’re Moving to a Total Triage Model – Here’s Why
At Clarendon Lodge we’re always looking for ways to improve how we care for our patients. Last year, we provided over 90,000 appointments to our 14,500 patients. 87% of patients requesting a GP appointment got to speak to a clinician the same day they requested the appointment. Per patient, this is one of the highest number of appointment ratios offered in the area, But we know we can still do better.
That’s why we’re introducing a Total Triage model for all appointment requests.
What is Total Triage?
Total triage means that every patient request is reviewed by a clinician or trained team member before an appointment is booked. This ensures you get the right care, at the right time, with the right person – whether that’s a GP, nurse, pharmacist, or another member of our expert team.
Why are we doing this?
- Faster, fairer access: Your request is assessed promptly, and urgent needs are prioritised.
- More ways to help: Many health concerns can be safely managed without a face-to-face appointment – saving you time and improving efficiency.
- Better use of appointments: We make sure every appointment is clinically appropriate, which means shorter waits for everyone.
- Same-day contact continues: We’re proud that most of our patients already hear from a clinician the same day – and total triage helps us keep this up.
- Beat the ‘8am rush’: it’s frustrating for everyone to sit on hold. With our new system far fewer people will need to call in by telephone.
- It improves patient experience: Practices that have embraced online consultations and total triage see their patient satisfaction scores improve significantly.
- It improves continuity: Total Triage means we can get you to the same Doctor you’ve been seeing about your problem previously. This helps us get to know you better and builds trust.
What do I need to do?
Next time you require a GP appointment, simply submit your request online by visiting our website. Our team will review it and guide you to the most appropriate next step – which might be a call, a text, a video consultation, or a face-to-face appointment. Our promise to you is we will always contact you if received before 2pm with the plan on the same working day you complete the request.
We know change can feel unfamiliar, but total triage is about delivering safer, faster, and more personalised care. If you have any questions, our reception team is here to help.
We’ll be keeping you updated with regular communications as we approach our launch day of September 3rd, but we know they’ll be one question some of you will want to know the answer to:
What if I don’t have access to the internet or a smart phone? Don’t worry, we’re here to help and our Care Navigators will assist you all the way. You won’t be at any disadvantage.
Thank you for supporting us as we continue to improve your care.
— The Clarendon Lodge Team