Results from our survey about Total Triage

 

Thank you to everyone who took part in our recent mini survey to gauge our patients’ experience of our service. This was to see whether the introduction of Total Triage, has made a positive difference.

Total Triage, which was introduced in June, means that most patient requests, online, over the telephone or in person, are processed through our online system, Anima. They are reviewed by our clinical team and appointments are allocated according to clinical need. The team also aims to respond to all requests within 24 hours.

A total of 611 patients took part in the survey and results show improvements in all areas compared with figures from the pre-launch survey in April/May. 

Contacting us

  • 67% said they found it easy to contact us (up 36%)
  • 39% said it was very easy to contact us online (up 24%)
  • 37.5% said their phone call was answered in under 10 minutes (up 21.5%)
  • 31% said it was very or fairly easy to contact us by telephone (up 14%)

Appointments

  • 77% were offered an appointment (up 15%)
  • 60% of all appointments were face-to-face (up 3%)

Experience of our service

  • 80% of people said their experience was Very Good/Good or Neutral
  • 63% rated their experience as Very Good or Good (up 25%)

When asked to rate our service ‘Very Good’ was the top category selected with 35% of our patients choosing this option (up 22%).

Lead GP, Dr Gavin Cattigan, said:

‘Our recent reviews on the Friends and Family test and on Google have been increasingly positive since the introduction of Total Triage. We are pleased that this survey supports those findings. Our team will continue to build on the feedback that we have been given and want to say thank you to everyone who took part.’

Published: Nov 28, 2025