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Background The Total Triage (TT) system was introduced at Bridge Lane Group Practice to improve patient access, enhance workflow efficiency, and alleviate administrative staff stress. While this system has been promoted to streamline primary care, it may lack the deeper interpersonal connection seen in traditional consultations. The hermeneutic window applies interpretative methodologies to patient care. This approach emphasises engaged listening, considering the broader life context of the patient, exploring clinician intuition, and fostering communication through reflective practice. In contrast to the algorithmic approach, hermeneutics supports a more personalised interaction between clinician and patient, co-creating meaning throughout the consultation.
Aim To evaluate the impact of TT on patients, triaging GPs, and administrative teams, focusing on communication quality, feeling of connectedness, job satisfaction, and perceived patient care.
Design and Setting Mixed-methods observational study in a large urban general practice in South London.
Method Surveys were administered 1-month post-implementation of TT. Likert scale responses were analysed quantitatively, while open-ended responses underwent thematic analysis.
Results Patients reported timely care and communication, though challenges with accessibility for patients uncomfortable with IT were highlighted. GPs expressed concerns about the superficial nature of interactions but acknowledged increased efficiency. Administrative teams reported reduced stress and easier appointment management but also noted the need for better personalisation of patient interactions.
Conclusion TT appears to reduce stress and increase efficiency but requires further adaptation to ensure personalisation and better access for vulnerable groups. Ongoing feedback from all stakeholders is crucial to refining the system.
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British Journal of General Practice
