A well-trained reception team

To get to this stage, we undertook staff training on asking open questions to elicit as much information as possible rather than yes/no answers. We also carried out role play within the team, to help everyone understand how patients can be equally nervous in divulging medical information over the phone. Our team are aware that they should seek permission before asking questions.

It’s important that the patient sees the best professional in the practice to meet their presenting issues. We have a standard format questionnaire that staff members follow to ensure we get the most important information about the presenting complaint, which our optometrists can base their initial clinical decision on.

Streamlining the working day

Usually we are fairly fully booked, but keep two slots per day for emergency appointments. Using the triage system means we can work out quickly if the patient should be offered one of these slots or if they should instead be offered the next available routine appointment. It also means that if the optometrist on duty is already fully booked, it is simpler to formulate a management plan around this diary commitment.

We have worked this way for the past three or four years. During the early days of COVID-19, when the majority of consultations were carried out remotely or with minimal face-to-face interaction, particularly during the first lockdown, this meant that our clinical team had as much information as possible prior to patients arriving in the practice. I wouldn’t have managed without this system.

Sometimes even hospital eye departments will direct patients to their nearest optometrist to access care, so we need a system that works effectively and efficiently to meet the needs of patients and our business

By having our team trained to ask these kind of questions, we work more smoothly as a team, and the patient can see an optometrist or dispensing optician who best meets their specific needs. Two out of three of our optometrists are independent prescribers, so it means that we can ensure the diary is managed to the best advantage for everyone.

I cannot understand how any practice manages to function without an efficient triage system. Working in General Ophthalmic Services in Scotland means that optometrists are now the first port of call: GPs, pharmacists and sometimes even hospital eye departments will direct patients to their nearest optometrist to access care, so we need a system that works effectively and efficiently to meet the needs of patients and our business.