Background Changes to staffing levels and concerns within the Specialist Palliative Care Team (SPCT) about inconsistent triage methods led to a review of the triage process: an audit with a service review of patients seen once and discharged was completed, triage operating procedure updated and a re-audit completed.

Aim To ensure a consistent and equitable triage process to allow Solent patients referred to the SPCT to be appropriately seen in a timely manner.

Conclusions

• Changing the triage process has led to a more streamlined and consistent approach;

• Restarting Early Palliative Care clinic has allowed for a more responsive service (self and re–referrals are encouraged) to a wider range of patients;

• The percentage of patients triaged and subsequently not seen, and of those breaching target date once triaged have decreased – this could be due to improved staffing levels, improved triage process and the restart of the Early Palliative Care clinic.

Learning points

• A detailed triage process allows for a patient–focussed and responsive service;

• A consistent approach allows for teams to continue to provide a good quality service even when under pressure.