NHS England Podcast Modern General Practice – Top tips for successful triage
10 snips
May 7, 2025 
Minal Bakhai, National Director at NHS England and an experienced GP, joins fellow GP Mateen Olai to discuss groundbreaking advancements in digital triage within General Practice. They unveil the transformative potential of online services in reducing wait times and improving patient experiences. The conversation dives into overcoming challenges in implementing these systems, emphasizing collaboration and communication. Additionally, they highlight how data-driven strategies can enhance care models and ensure practices meet local patient needs effectively.
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Digital Triage Cuts Wait Times
- Mateen Olai shared his practice's success reducing phone wait times from 2-3 minutes to under a minute after adopting digital triage.
- Staff felt less stressed knowing digital requests routed directly to clinicians improved workload.
Modern General Practice Benefits
- Modern general practice responds to rising demand and falling capacity by improving patient and staff experience.
- Better digital tools and processes enable same-day responses and improved access for both digital and non-digital users.
Understand Demand and Educate
- Understand demand upfront using data and patient feedback before designing triage models.
- Adapt approaches locally and provide educational materials to address challenges like low digital uptake.