Clinical Triage

What is Clinical Triage?

Clinical triage is a way of handling requests for same-day appointments.


  • When a patient calls a practice they get through the first time
  • Patients get help over the phone from their doctor so they don’t always need to come into the practice
  • Patients get booked into an appointment on the day if they need one
  • Patients receive the right care at the right place and at the right time

Outcomes for the patient:

  • Provide alternative face-to-face consults
  • Free-up doctor time for patients that NEED to see a doctor
  • Ensure patients are seeing the right person
  • Manage workflow more efficiently
  • Avoid unnecessary visits to the practice
  • Increase patient satisfaction
  • Increase capacity for routine, preventative and proactive care for those with complex needs

What are the benefits of Clinical Triage?

  • We value the patient’s time
  • We provide other options for access to care
  • We are enabling patient choice
  • We will improve business efficiency
  • We will increase the capacity to cope with acute demand

We will free up time for proactive and planned care

Click here to download Health Care Home clinical triage resource pack

Supporting resources

Call Handler Script – same day appointment

Call Handler Script non-same-day appointments

Clinical Triage – patient charges

Health Care Home Same day appointment daily demand collection template

Triage PP