General Practice in the UK is evolving rapidly. Patient demand continues to rise, staff shortages are widespread and practices are under increasing pressure to deliver timely access. One of the most important changes in recent years is the introduction of Total Triage, a model where every patient request is assessed before any appointment is booked.

Tools and software have made total triage accessible for GP surgeries across the UK, but digital solutions alone cannot manage the entire workflow. That’s where CallCare Health comes in. We help practices manage the surge in calls, online form submissions and patient queries that come in between 8am and 6:30pm, allowing clinical teams to focus their time where it matters most, patient care.

Total Triage is a system where all patient requests, whether online or via telephone, are handled through a standardised triage process. Patients either complete an online form or call reception (where a member of staff or CallCare Health completes the form on their behalf).

All requests go into a single digital inbox, where they are assessed and prioritised based on urgency. The outcome might be:

• A same day GP call
• A face to face appointment
• A pharmacy referral
• Self care advice
• A routine appointment booked later
• An administrative resolution

This approach delivers fairer, safer and more structured access for patients.

It reduces the “8am Rush”, rather than hundreds of patients calling at opening time, digital access spreads demand throughout the day.

Improves Safety & Prioritisation
Clinicians can triage based on urgency, ensuring the most serious cases are seen quickly.
Better Patient Experience
Patients can submit requests whenever is convenient for them, avoiding long call queues.
Reduces Pressure on Reception
Reception teams are no longer overwhelmed by high call volumes.
Supports Modern General Practice Access
Total Triage is now aligned with NHS England’s new standard for access, encouraging digital first routes during core hours.

While Total Triage brings clear benefits, many practices quickly discover new operational pressures:

• A huge increase in digital form submissions
• Difficulty managing the triage inbox alongside appointments
• High phone volumes from digitally excluded patients
• Risk of delays in responding to urgent requests
• Staff burnout due to constant demand
• Patients calling back to “chase” responses

This is where CallCare Health provides the missing link, a human led support layer that makes Total Triage manageable, safe and efficient.

1. Full Inbound Call Handling
   Our team answers patient calls throughout core hours, ensuring nobody is left waiting or disconnected.
   We can complete online triage forms on behalf of patients using Reception Flow, guaranteeing equal access for digitally excluded groups.
2. Online Form Management & Screening
   We monitor incoming online submissions and alert practices to urgent or incomplete forms, helping prevent bottlenecks.
3. Safe Escalation & Prioritisation
   Working within agreed pathways, we categorise and flag requests so clinicians can triage efficiently and safely.
4. Administrative Resolution & Follow Up
   For non clinical requests, letters, prescriptions and updates, we can support admin workflows and reduce burden on practice staff.
5. Patient Communication Support
   We send acknowledgement messages, signposting information and reminders on behalf of the practice, reducing inbound “chasing” calls.
6. Reporting & Demand Insights
   We supply data on call volumes, form submissions and trends, helping your practice plan staffing and improve access.

Lower call volumes and shorter wait times
Patients receive quicker responses and reception teams feel less overwhelmed.
Reduced clinician burden
By ensuring information is clear and complete, clinicians spend less time chasing details.
Safe, consistent triage
Clear escalation pathways keep clinical risk low.
Fairer access
Patients who can’t use online forms are fully supported.
Better staff wellbeing
Less chaos, more structure, and a calmer working environment.

CallCare Health ensures Total Triage works as intended, efficient, safe and patient focused.
If your practice is moving toward digital first access or struggling with demand, we can help ease the pressure immediately.

Want to explore Total Triage support?
Contact CallCare Health today.