Total Digital Triage
Total digital triage uses an online consultation system to gather patient information and streamline the triage process. This ensures that each patient is directed to the right person at the right time, based on their needs. For patients who prefer not to use digital platforms, the same process can be completed by administrative staff either in-person or over the phone, using the online template.
Resources
We have created the following resources to support NCL practices implementing and evaluating their triage models.
Assessment tool for Modern General Practice
The assessment tool covers the recommended elements involved in creating and running a good modern general practice process. It is designed to:
generate an honest appraisal of your current situation, helping you to ascertain what you are doing well, and where there may be room for improvement.
encourage your thinking and consideration regarding any improvements you might wish to make to your Modern General Practice processes.
Action plan to prepare practices to implement a Digital Triage System
The action plan is a self-guided tool to help practices prepare for and implement a triage model. It is also a valuable resource for practices that already have a model in place and wish to review various aspects against baseline data to measure effectiveness.
The user guide, created to work with the action plan, outlines steps practices can take to gather data from various sources to support regular evaluation of triage models.
This video explains why the action plan was developed and how it can help you implement a triage model or review your current process.
You can download the transcript below:
An effective triage model relies on good signposting and referral processes. To support this, practices should assess their current skill mix and capacity to ensure their triage system is supported.
We have developed a practical guide to help NCL practices review their signposting processes as part of their triage model. This guide provides clear, step-by-step advice to help practices:
Customise their online consultation platform to better align with local services
Deliver appropriate training to clinical and non-clinical staff
Improve telephone and website pathways to improve signposting.
To complement the guide, the team has also created a standard GP staff skills matrix template. This tool helps practice teams assess the capabilities of non-GP roles within the practice team to ensure the entire team is used effectively.
Training to Support Total Digital Triage
In January 2025, a webinar was held on the basics of total triage for NCL practices. The session focused on:
How your practice can prepare for the move to total triage
How to decide which model will work best for you
Case studies of total triage in practice
The presentation was led by Phoebe Alexander, a Product Executive at Islington GP Federation. Phoebe has played a key role in the design and implementation of total triage models across several practices in Islington. The session was chaired by Rosalind Erlebach, an experienced Practice Manager based in Barnet.
Watch the webinar here.
Optimising Total Triage - Webinar Recording - 7th Sep 2026
Tools to Support Total Digital Triage
Accurx is a user-friendly platform that is used across the NHS. For Primary Care, it can be used to optimise your workflows, support better patient access, and for patients and healthcare professionals to communicate easily. To find out more about Accurx for Primary Care, please click here.
Accurx offers one-to-one support on patient triage for practices, to book your session, please click here.
Case Studies
Below you will find case studies from practices and other primary care providers, sharing their learning and experiences with adopting a total digital triage model.
BMA has a guide to total triage, including case studies, which practices may find helpful: BMA website
eConsult has worked with 10 different eHubs from across the country. You can read about their experiences adopting eConsult for triage using the links below:
Barnsbury Medical Practice eConsult case study: Barnsbury Medical Practice and Islington GP Federation case study (econsult.health)
Contact us
Contact the NCL General Practice Change Management Support Programme on nclicb.GPChangeManagement@nhs.net