Lately, more and more practices are asking the same question: how do we stay on top of rising demand while still offering safe, timely care to the patients who need us most? One approach that’s gaining real traction is total triage.
It’s not a one-size-fits-all solution. But for many practices, total triage is helping create calmer, more predictable working days and a fairer experience for patients. Every request is assessed before anything’s booked, whether it comes in online, by phone or in person, so patients are guided to the right care from the outset. It can ease the pressure on GPs, make better use of the wider team, and reduce the morning rush that so many of us know all too well.
And with a key change coming into effect from October, it’s becoming even more relevant. From 1 October 2025, all practices must have online consultation systems available from 8am to 6:30pm for non-urgent requests. That doesn’t mean total triage is mandatory, but it does mean digital contacts are likely to rise. Without a clear process for reviewing and managing that demand, it’s easy to see how things could become overwhelming.
A toolkit to help you plan, implement or improve
This month, we’ve added a new Total Triage Toolkit to the Digital & Transformation Hub as part of our regular investment in fresh, practical content that supports our users each month. Whether you’re thinking about adopting total triage or looking to strengthen your current model, the toolkit brings together national guidance, on-the-ground experience, and tried-and-tested tools in one place.
Here’s a quick snapshot of what’s inside:
- Step-by-step guidance on mapping current triage workflows and designing future-state models
- Templates and visual examples to help practices build and embed new triage processes
- Practical guidance on aligning appointment books with triage outcomes
- Advice on using digital tools effectively — including OC systems, telephony, websites, and the NHS App
- Communication planning guidance for staff and patients, including campaign ideas and PPG involvement
- Support for training, staff development, and strengthening care navigation
- Safety netting, escalation processes, and tips for testing new workflows before launch
- Recommendations on how to monitor progress using demand data, appointment types, and patient feedback
It’s designed to be useful for clinical, admin and digital leads — helping the whole team build confidence in what good looks like, and how to make it work in practice.
Ready to explore?
The toolkit is available now in the Triage section of the Knowledge Base on the Digital & Transformation Hub. If you’re already a Hub user, just log in, complete the triage in-depth assessment, and you’ll be directed straight to the resources. If your practice or PCN isn’t yet on the Hub, your Redmoor contact can help get you started.
Total triage isn’t just about managing today’s demand — it’s about designing a safer, more sustainable way of working for the future. If you’re exploring how it could work for your practice, this toolkit is a great place to begin.
And if you’d like to chat through what support could look like, we’re always here for that.
Blog by Sarah Chappell, Senior Programme Lead at Redmoor Health
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