Virtual triage clinic cuts waiting times for gastroenterology patients

Oxford University Hospitals NHS Foundation Trust (OUH) has significantly reduced patient waiting times by introducing an innovative virtual triage clinic model for general gastroenterology.

In 2023, gastroenterology patients faced waiting times of up to 16 months. They were often referred multiple times, leading to potential delays in diagnosis and treatment.

To address these challenges, the Trust implemented a virtual triage clinic. This enabled clinicians to review referrals remotely, provide advice and guidance, and direct patients to the most appropriate pathway without the need for an initial face-to-face appointment.

Through this model, clinicians can manage approximately 24 patients per session, compared with 8-12 in a traditional outpatient clinic. Around 40% of patients still require an in-person appointment, while others receive timely management advice, are redirected to the correct specialty, or are referred directly for diagnostic tests.

Patients receive clear written communication following triage, with guidance for GPs on when to re-contact the service if needed. The approach has improved efficiency and patient experience, and ensured quicker access to appropriate care.

Since its introduction, the virtual triage clinic has:

• Reduced waiting times to under 40 weeks
• Enabled the Trust to provide advice or treatment for more than 2,500 patients who might otherwise have experienced the longest waits
• Strengthened the Trust’s position in meeting the national target of treating patients within 52 weeks.

The initiative is set to be further rolled out across additional services over the summer.

Vincent Cheung, a Consultant Gastroenterologist at OUH who helped develop the virtual triage model, said: "Patient feedback has been really positive. Very few patients request a face-to-face appointment once they understand the reasoning behind the approach and how it can speed up their care.

"Faster diagnosis and clearer communication have reduced anxiety and helped ensure timely treatment, particularly for conditions such as inflammatory bowel disease and coeliac disease, as well as in the removal of large polyps."

Felicity Taylor-Drewe, Chief Operating Officer at OUH, said: "This is a fantastic example of how innovation and collaboration across our teams can continue our aim of providing excellent patient care.

"Reducing waiting lists is one of our very highest priorities, so I am incredibly grateful to all involved for their efforts to achieve this.

"We know there is always more to do, and will continue to explore innovations and different ways of working to meet our goals."