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Enhancing navigation and triage processes
The modern general practice model moves away from the 8am phone call queue and ‘first come, first served’ process for allocating appointments.
Instead, the model requires consistent structured information to be collected at the point of contact – to let the practice know about symptoms, ask a question, make a request or follow up about something – with patients either providing this information via an online form or to reception staff who capture the information about their needs.
Patient needs can then be consistently assessed and prioritised (triaged), allowing practices to provide patients with the most appropriate care or other response, from the right member of the practice team, including signposting or referring patients to other appropriate services.
Download the NHS App or open the NHS website up and login to access a range of NHS services online.
The NHS App is available on iOS and Android:
To use the NHS App, you must be aged 13 or over and registered with a GP surgery in England.
Find out more about the NHS App.
Published: 11 September 2025
Did you know you can now self refer to MSK? For more information, please click here
Published: 24 June 2025
There is much media attention focusing on weight loss injections now being available on the NHS. However, this is not something that a GP can...
Published: 9 June 2025
Wired Carers Support Groups are a perfect chance for carers to meet others and take a well-deserved break. With several groups available, pick the one...
