Important message for patients
All patients across the country will soon notice a change in how they access care.
Following a nationwide directive from NHS England, a new system called ‘Full Front Door Triage’ will shortly become mandatory in all GP practices across the country, including ours.
From October 1, every request for an appointment, whether made online, over the phone or at reception, will first go through a triage process.
The aim is to ensure patients are seen by the most appropriate healthcare professional in the most efficient way possible.
This could still be a GP, but in many cases will be a pharmacist, advanced practitioner or another member of the wider care team.
At our Adlington, Buckshaw, Croston, Eaves Lane Chorley and Lostock Hall medical centres, we’ve always prided ourselves on offering personal and flexible care to our patients.
That’s why we initially expressed concerns when we were informed about this shift to this more formalised triage system.
We know every patient is different, and we were keen to ensure that access remained fair, simple and responsive.
However, as this model has now become a mandatory requirement from NHS England, we have no option but to adopt it — in line with every other GP practice across the country.
We understand this may feel like a big change, and we want to reassure our community that the same caring team is still here to help.
What’s changing is how we initially handle your request for care, not whether we’re here to support you.
The new system is being introduced as part of a wider effort to manage increasing demand on GP services and to make sure patients receive the right care in the right place.
With more members of the healthcare team now working within general practice, triage helps us make the most of their skills while protecting GP time for the patients who need it most.
We appreciate that change can bring questions, and we’re doing all we can to make the transition as smooth as possible.
Our team is receiving additional training and will support you through the new process and answer any queries.
If you have feedback about the new triage system, we encourage you to contact the Lancashire & South Cumbria Integrated Care Board, which is overseeing implementation across the region via their Patient Experience Team.
You can contact this organisation by email at this address - lscicb.patientexperience@nhs.net – or you can call them on 0300 373 0979.
There are more details on their website at www.lancashireandsouthcumbria.icb.nhs.uk
We will continue to keep all patients updated on the changes via text, our website at www.nmhealthinnovations.co.uk and through our social media channels.
We thank you for your understanding and continued support as we adjust to this new way of working together for your health, and we can assure you that as ever, our aim is to provide you the patient with the best possible service.