Telephone Triage




Firstly, we would like to thank all our patients for being accommodating and accepting of all the changes we have had to implement.  We understand that these are unprecedented times and as frontline NHS healthcare workers we are all going above and beyond to support our patient’s, but this does mean significant changes to the way we operate.  Thank you to all our incredibly supportive patient’s that have thanked our team and recognise how hard our whole team has been working to deal with the extra workload at this time.

You may have seen media reports this week about General Practice moving away from telephone triage from Monday 17th May 2021. This is something that under no circumstances has been discussed or involved the GP workforce.

We are extremely disappointed and angry at suggestions and accusations that General Practice has and is closed to patients. Court View Surgery has never closed throughout the pandemic and has continued to see patients face to face when clinically necessary.

The latest Kent and Medway data on appointments with general practice teams shows nearly 460,000 patients were seen face-to-face in March 2021. That’s very close to the number of face-to-face appointments that were taking place monthly before the pandemic. Combined with many more telephone and online appointments.

As Covid-19 restrictions lift further on Monday (17 May 2021) GP surgeries across the country are being asked to have receptions open to patients whilst following social distancing and covid-secure guidance. Court View Surgery are using an intercom system in order to manage the amount of patients in our waiting room.

GPs and practice staff have also played a key role in the vaccination effort, managing the delivery of almost one million of Kent and Medway’s vaccines so far.

This increase in demand means that the practice will remain very busy.

To help manage this and make sure that you get the right care from the right professional as quickly as possible, triage systems will remain in place. You will be asked to first discuss your conditions with a member of the healthcare team to assess the most appropriate next steps and which of the practice team it would be best to see.

If you are able to use online forms for your initial contact please do, so that phone lines can be kept clearer for those who cannot.

Court View Surgery will continue to offer telephone and video consultations. These can be convenient and flexible ways to receive healthcare for many people but where patients need to be seen by a health professional face-to-face, this will be arranged.

Our workload has increased hugely since this time last year. Please understand that every member of the practice team has gone above and beyond their job, sometimes at a cost to themselves (and sometimes their family) to ensure that the patients get the best possible care that we can deliver.

Published: May 17, 2021