Beyond Breaking Point - Why Safe Triage Now Needs Ruthless AI Efficiency

General practice across the UK has reached a critical point. With the new NHS access changes introduced on October 1st, triage volumes have surged to unsustainable levels. Practices already operating at full capacity are now struggling to manage safe and timely patient access. It’s clearer than ever that AI triage in general practice must become part of the solution; delivering safe, consistent, and efficient digital triage that protects both clinicians and patients. 

October 1st: The Day General Practice Reached Breaking Point 

I’ve been a GP in Manchester for over two decades. Like many practices, we’ve lived through contract changes, policy shifts, and waves of digital transformation. But the change that arrived on October 1st wasn’t just another adjustment, it was a tidal wave. 

We prepared with the best intentions, keeping communication channels open and anticipating a rise in demand. What we experienced was a 60–70% surge in triage volume in just the first two weeks. 

Our practice has long embraced a total triage model, supported by one of the UK’s leading online consultation platforms. We use Pharmacy First, ARRS roles, PCN clinics, and self-referral pathways. Our workforce reflects the modern general practice model; ANPs, clinical pharmacists, meds technicians, FCPs, and care navigators - all aligned with our list size and community needs. 

We can safely manage 80-100 triage tickets a day. Beyond that, we signpost patients elsewhere to preserve capacity for emergencies. We believed we had built a resilient system. 

But by the end of week two, our most experienced clinicians, those who’ve managed triage for years, were raising concerns about clinical safety.

Our capacity limit was being breached daily. Every day had become a 12–13-hour marathon, and the BMA’s safe working guidance felt like a distant memory. 

We’ve raised our concerns with the ICB. But the reality is stark: there’s nothing left to squeeze from our current team. 

Digital Transformation Fatigue vs Clinical Reality in Primary Care 

We’ve been cautious about introducing further change. After five years of rapid digital transformation, change fatigue is real. But after the pressure of the past month, we’ve realised our hesitation was misplaced. The time for reluctance is over. 

Why AI Triage Software Is the Smart Solution for General Practice 

As clinicians who also work in digital leadership, we see both sides: the need for clinical quality and the demand for system efficiency. 

Our most skilled clinicians are still spending hours on transactional triage - reading, categorising, and signposting. It’s not sustainable. We need to inject capacity without increasing cost. That means automation. 

I’ve followed the work of the Patchs Health team (Marcus, Ben, and Dan) for years. In fact, I was a guinea pig in Ben’s early UX interviews at Manchester University long before joining OneAdvanced. 

What they’ve built with Patchs is remarkable: an AI-powered triage platform grounded in clinical logic and developed in collaboration with Manchester and Cambridge Universities. 

Here’s why it matters. 

• Consistent Efficiency: The AI applies the same logic to ticket 5 as it does to ticket 150; it doesn’t tire. 

• Safe and Effective: It has demonstrated non-inferiority (and even superiority) to experienced clinicians in triage categorisation. 

• Clinician Time Reclaimed: It frees up hours for what only humans can do; patient-facing care and clinical judgement. 

• Telephony Integration: It tackles the dreaded 8:00 AM bottleneck, freeing our clerical team to support patients more meaningfully. 

• Inclusion: Supporting translation and interpretation for diverse patient needs. Patchs’ AI-powered Telephone Assistant ensures digital transformation doesn’t leave anyone behind. It allows patients to complete triage via a standard phone call - addressing digital exclusion and supporting the NHS 10-Year Plan objective to improve equity of access for all patient groups. 

Implementing AI Triage in Our GP Practice 

This isn’t about chasing shiny tech. It’s about protecting our team and our patients. We’re implementing Patchs AI triage software because it gives us back something precious - time, safety, and focus. 

The current system is broken. The pressure is unsustainable. If we want to keep our clinicians safe and our patients cared for, we need AI triage tools that can do the heavy lifting; reliably, autonomously, and at scale. 

We’ll be sharing our journey weekly - the pain points, the wins, and the lessons. If you’re facing similar challenges or have already found solutions, we’d love to hear from you. 

Through our work at OneAdvanced, we’ll continue developing software that meets frontline realities, working closely with partner providers like Patchs. The intersection of clinical practice and code has never been more urgent. 

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Find Out More About how OneAdvanced and Patchs are Transforming AI Triage in Primary Care. 

Book a demo with one of our team today Here