STEP 1

Define ‘urgent’

Defining clinically urgent problems so these are rapidly brought to the Duty teams attentions. Practices are very likely to have already have this set up.
STEP 2

Skills mix list

Discuss and create own practice conditions/skill mix list – what calls are best handled by which person.
STEP 3

Agree cutoff (for list)

Agreeing safe capacity limits, which includes the following questions:

  • When do we start saying to callers that only urgent issues can now be dealt with?
  • What is our cutoff time for processing e consults?
  • What are our response and cutoff times?
STEP 4

Plan continuity (usual GP)

  • How do we encourage continuity?
  • Do we have a ‘usual doctor’ system?

Explore all of the above and if a decision is made to proceed then go on to:

STAGE 3 – Technical Set Up
STAGE 5 – Triage team set up