Triage in general practice: design processes around the needs of patients, not systemsBMJ 2022; 377 doi: https://doi.org/10.1136/bmj.o1584 (Published 28 June 2022) Cite this as: BMJ 2022;377:o1584
- Darren Tymens, GP
- Richmond, UK
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 …