In this session, we will explore how structured workflows and quality of patient information shape triage workload, appointment demand and outcomes. We will compare examples of patient contact to identify where the best information is captured, what should be delivered to the triage team, and how this influences time spent, decision-making, management and navigation at the point of triage. Using real examples, we will assess the impact on appointment demand and patient outcomes.

• Information quality matters: What information do we need at first contact to avoid back-and-forth?
• Set expectations early: What do we need patients to tell us upfront to help them effectively and safely?
• Reception teams are key: What should reception consistently capture to support triage?
• Use online access: When should we direct patients to online routes to improve information capture?
• Have a clear process: What workflow ensures the triage team gets the right information, first time?