Administrative triage using digital tools in General Practice

Administrative Triage: Digital Tools in General Practice helps practice staff understand how online consultation tools can support patients to get the right care. The programme explains how to sort and signpost patient requests safely and fairly. It includes a set of eLearning sessions designed to help teams build strong, inclusive triage workflows.

Intended audience

This programme is for all general practice staff involved in supporting patient access, including:

• Reception and administrative teams
• Care navigators
• Practice managers
• General practice nurses and clinicians involved in triage
• Wider staff who help patients use online consultation tools

Key areas covered

The sessions explore:

• What administrative triage is and why online consultation tools help
• How to design a clear workflow and set up a triage list
• How to support patients and carers to submit online requests
• How to sort and signpost requests to the right person or service
• How to manage remote working and promote the service to patients
• Communicating well and handling difficult conversations
• Spotting and responding to red flags, including COVID-19–specific triggers
• Protecting privacy, confidentiality and supporting digital inclusion
• Using accurate appointment data and coding to support good care

Learning objectives

By the end of the programme, learners will be able to:

• Explain how online consultation tools support fair and flexible access
• Follow a structured workflow to sort and signpost patient requests
• Help patients or carers complete an online request in person or by phone
• Identify red flags and know when to escalate for clinical triage
• Communicate clearly and confidently during challenging interactions
• Understand the importance of privacy, digital inclusion and good data quality