Triage in general practice: design processes around the needs of patients, not systems

It is worth asking what problems online triage is supposed to solve.1

Access is not the problem—there are lots of ways in which patients can contact their surgery, including direct booking of online appointments.

Capacity? Workload? Funding? Intensity? Workforce? No—it will make each of these worse by diverting existing capacity, increasing overall patient contacts, increasing intensity, and making the job even …