Introduction Total triage is a transformative approach to healthcare delivery that uses digital platforms such as Accurx to replace traditional appointment scheduling with a remote-first system. Unlike conventional methods, total triage involves an initial remote assessment - via online forms, calls, or video consultations - to prioritize cases based on urgency and allocate resources more effectively. This system addresses challenges such as long wait times, excessive call volumes, and clinician burnout while improving accessibility and ensuring timely, patient-centered care. This research focuses on the challenges of implementation, particularly patterns of use related to call wait times and patient and staff experiences with the Accurx platform. Methods This retrospective study analyzed routinely collected data from the Bilston Urban Village (BUV) Medical Center between August 2023 and September 2024, focusing on the implementation of the Accurx total triage platform. A mixed-methods approach was employed to provide a comprehensive evaluation of its impact. Quantitative data were collected on call wait time metrics to assess system efficiency and identify patterns of use. Qualitative data were gathered through a patient satisfaction survey, capturing insights into patients' experiences. Additionally, staff feedback was taken into account to further understand perceived challenges and areas for improvement. Together, these data sources enabled an in-depth analysis of the platform's implementation phase. Results The implementation of the Accurx total triage platform at BUV Medical Center resulted in a 35% reduction in average call wait times compared to pre-implementation levels across all patient demographics, highlighting its efficiency in managing patient demand. Quantitative analysis showed a consistent decrease in wait times over the study period, alongside improved resource utilization. Qualitative data from anonymous patient satisfaction surveys indicated that 58% of respondents found the system easy to use and effective in addressing their healthcare needs. However, 14% reported challenges, including difficulties navigating the platform and delays in responses during peak times. Staff feedback reflected these findings, with the majority emphasizing the platform's ability to streamline triage and reduce administrative burden while identifying challenges such as the need for better support during high-demand periods. These findings contribute to addressing the broader NHS challenges of managing call volumes and underscore the platform's overall effectiveness while highlighting specific areas for improvement, particularly in accessibility and responsiveness. Conclusion The Accurx total triage platform improved efficiency and patient and staff satisfaction at BUV Medical Center, particularly by reducing call wait times and streamlining access to care. Despite these successes, challenges such as navigation difficulties highlight areas for enhancement. Addressing these barriers and optimizing the system's functionality will be crucial for sustaining its long-term impact. Overall, the study underscores the potential of digital triage systems to transform healthcare delivery by improving access, resource utilization, and patient experiences.
Keywords: ehr analysis; electronic health record (ehr); emergency informatics; informatics; patient triage.
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