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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.

NHS and Local Services

NHS App

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.

NHS App

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