STEP 1

Data collection and monitoring

This helps you improve your system. Most of the data will be collected automatically by Edenbridge. A few aspects may need a manual occasional audit but we are trying to keep those to an absolute minimum. Possible data to be collected includes:

  • Total daily number of contacts on the triage list
  • Total daily number of phone calls on the triage list
  • Total daily number of e consults on the triage list
  • Daily Percentage of calls managed by the admin team
  • Number of patient contacts by clinician
  • Conversion rate to F2F by clinician
  • Turnaround time from patient contact to resolution (this will likely be a manual audit)
  • Team satisfaction
  • Patient satisfaction
  • Reattendance rate
  • Failed encounters (eg call backs not answered)
  • Percentage Dropped calls

Edenbridge and your phone system provide the bulk of this data.

STEP 2

Process monitoring

Daily huddles

Some practices have a weekly Access meeting where the whole team discuss how it is going

STEP 3

Adapt and change

Use Edenbridge data to monitor capacity and demand and alter your system accordingly. Run PDSA cycles on this and other changes.

Learn from others – worth speaking to other practices who are doing well. Maybe set up a facilitated workshop to see how everyone is doing and share the learning.

STAGE 6 – Go live
Total Triage Overview