Ensuring all practices offer three routes to request care
Summary
All practices must ensure patients can request care in three ways: by phone, in person, and using online forms through practice websites (previously known as ‘online consultation requests’). Using all three routes supports inclusivity, as some patients may find it difficult using online forms and prefer to be able to phone or visit.
In this toolkit you will find:
- campaign toolkit; an overview including tips, advice and links to help practice staff.
- posters
- leaflet
- social media assets
- digital screen animation and static image; for use on screens in GPs’ waiting rooms.
- leaflets in various languages
- copy and imagery for GP practice magazines and newsletters.
- scripts (voicemail and text message); for practice answerphone and text messages.
- sample patient letter; sample copy for letter to patients about the new ways to access your services.
- contact slips
- accessible leaflets; in British Sign
Guidance
This toolkit provides a great starting point for organisations looking to implement a total triage access model or something similar who need to communicate with patients.
Link
To access the communications resources, use this link A toolkit of materials, including posters, leaflets, digital and social assets, accessible versions, and translations, are available to help practice teams explain the three routes, with the toolkit already downloaded over 5,000 times.