Triage

Triage in general practices includes: 

• routine triage 
• questions asked when the patient indicates signs or symptoms consistent with an infectious disease 
• questions asked of patients when the practice suspects a localised outbreak of an infectious disease (e.g. measles) or when the practice is part of a response to a pandemic (e.g. providing a GP respiratory clinic)  

Staff must know how and when to use standard and transmission-based precautions to protect themselves and other patients. Staff must also receive training in how best to explain to patients why precautions are being taken and to reassure patients that precautions are for everyone’s benefit. 

When booking patient appointments, reception staff can ask a general question about the reason for the consultation. If a patient indicates that they have a fever, a rash, a cough, diarrhoea or an infectious disease, it is appropriate to ask more questions. The receptionist could explain that the reason for asking is to help the doctors provide the right care. 

If the patient does not offer information about possible infection, the receptionist could ask a series of routine questions, after explaining the reason why. Practices may wish to develop a script or question sheet for clerical staff to use for this purpose. 

Patient privacy must be considered and respected when asking questions while booking an appointment.