This session explores Total Triage as a transformative approach to managing rising patient demand while improving access, experience, and outcomes across primary care. It will highlight a new model of patient engagement that combines digital entry points, structured clinical prioritisation, and proactive navigation to the most appropriate care setting.

The session will examine how general practice and community pharmacy can work as an integrated front door, with pharmacies playing a larger role in first-contact care, self-care support, and escalation pathways; cover practical frameworks for patient navigation, workforce optimisation, and data-driven demand management, alongside real-world implementation insights from UK settings.

Participants will leave with actionable strategies to streamline triage, reduce unnecessary GP workload, improve equity of access, and create a more responsive, patient-centred primary care ecosystem.