How to make triage decisions

2. What are the main topics of this request? (optional)

This refers to what is written by the patient in their request - not what they tell you on the phone. We use this information to train Patchs AI to ask relevant follow-up questions and questionnaires to patients automatically. For example*:

• Depression - PHQ-9 questionnaire**
• Anxiety - GAD-7 questionnaire**
• UTI - specific questions regarding important questions for UTIs e.g. dysuria, frequency, haematuria, fever, rigors etc
• Sore throat - FeverPAIN criteria
• Back pain - back pain red flags and STarT Back questionnaire
• Other - this information is helpful to know that a request doesn't contain any information related to the above conditions.

This question is optional so you don't have to answer it to complete a patient request, but doing so could make your life easier in future if you would like Patchs to ask the above questions automatically. Even answering 'Other' is helpful!

* If you have other ideas of questions and questionnaires you would like Patchs to ask automatically , please let us know through the 'Give feedback' button.

** This functionality is already available in our Mental Health AI module. If you'd like to try it as an Early Adopter, please let us know through the 'Give feedback' button.

3. Who is most clinically appropriate to resolve this request?

Answering this question is important because it:

1. Allows you to assign a request to someone else. For example, someone else in your practice.
2. Track if requests should have gone elsewhere. For example, the dentist, or pharmacist.
3. Teaches PATCHS to send similar requests to other people or services in future to reduce your workload. For example, send requests to someone else in your practice, advise the patient they should self-care in future, or go straight to A&E.

The options are:

• Me. You are the right person to resolve the request. You should only choose this option if you are clinically the most appropriate person to resolve the request so that PATCHS is taught properly. If you are a receptionist and the patient requires input from a clinician, you shouldn't choose this option - you should instead choose the next option below and assign the request to the clinician to complete in PATCHS.
• Patient themselves (e.g. self-care). You think the request should not have been submitted to your practice at all, and the patient should have instead resolved the request on their own. Don't select this option though if you have given advice to the patient that only you could have provided e.g. reassurance about a potentially serious condition.
• Pharmacist outside my practice (e.g. minor ailments scheme). The request should not have been submitted to your practice at all, and the patient should have instead gone to a pharmacist to resolve their request.
• A&E / 999. The request should not have been submitted to your practice at all, and the patient should have instead gone to A&E or called 999.
• Dentist. The request should not have been submitted to your practice at all, and the patient should have instead gone to the dentist.
• Receptionist.* A receptionist could have resolved the request, but you have dealt with it anyway. Or, choose 'Someone else in my practice' and assign it to them instead.
• Pharmacist inside my practice.* A pharmacist could have resolved the request, but you have dealt with it anyway. Or, choose 'Someone else in my practice' and assign it to them instead.
• Secretary.* A secretary could have resolved the request, but you have dealt with it anyway. Or, choose 'Someone else in my practice' and assign it to them instead.
• Nurse.* A nurse could have resolved the request, but you have dealt with it anyway. Or, choose 'Someone else in my practice' and assign it to them instead.
• Advanced practitioner.* An advanced practitioner could have resolved the request, but you have dealt with it anyway.
• Physiotherapist.* A physiotherapist could have resolved the request, but you have dealt with it anyway.

4. What actions are required from you to resolve this request?

Answering this question is important because it:

1. Tracks your activity and workload.
2. Teaches PATCHS how to fairly share patient requests to staff in your practice.
3. Teaches PATCHS how to flag cases that may be difficult or easy to deal with.

The options for clinical staff are:

• Give patient information (e.g. advice)
• Order tests (e.g. blood tests, X-ray)
• Prescribe new medication
• Re-authorise / issue repeat medication
• Make a referral (e.g. to a specialist)
• Signpost to another service (e.g. IAPT, physio)
• Fill out paperwork (e.g. Med 3, TWIMC letter)
• Telephone patient
• Video call patient
• See patient face-to-face
• Visit patient at home
• Mark as duplicate (e.g. if patient chasing)

The options for non-clinical staff are:

• Give patient information (e.g. advice)
• Issue medication (e.g. repeat)
• Signpost to another service (e.g. pharmacy, DNs, physio)
• Book pre-agreed appointment (e.g. blood test, smear, decision by GP). This option should only be used to book a GP appointment after a GP has assigned a triage decision saying they need an appointment.
• Chase something (e.g. results, referral, prescription)
• Telephone patient
• Mark as duplicate (e.g. if patient chasing)

You should select as many actions as you think are relevant to resolve the request. Each time you do this you are teaching PATCHS that similar requests will need this amount of work to resolve them in future.