Medical appointment waiting times in the military slashed as new system launches
Defence medical centres across the UK have introduced a new appointments system inspired by an NHS technique used during Covid – with some places seeing waiting times reduced from four weeks to zero.
Total Triage is designed to reduce unnecessary face-to-face appointments, enabling greater and quicker access to medical care for those in need.
Patients either submit a request through an online form or phone the medical centre, where the request is triaged and allocated to a suitably qualified clinician.
The patient should receive a callback within 24 working hours by a medical professional to be given medical advice or be referred to either a face-to-face appointment or a remote consultation with a specialist.
Defence Medical Services says this has resulted in an end to the usual morning rush of phone calls to book appointments, reduced pressure on reception staff, and patients are now being treated more quickly.
Overall, waiting times have been reduced by more than a quarter.
The method is based on an NHS Covid initiative when reducing face-to-face appointments to a minimum became essential – the concept has been adapted by Defence Medical Services.
It says the system has also reduced unnecessary travel by patients and improved resilience across the regions.
The change is part of a wider programme of primary healthcare improvements set up to identify and deliver better healthcare to Armed Forces personnel, including the introduction of SMS appointment reminders and combining practices to increase access to medical services and resources.
Flight Sergeant Chris Workman, Project Lead for Total Triage, said: "The health and welfare of our patients is our top priority, and the introduction of Total Triage is already seeing positive results in healthcare outcomes.
"Patients have reported positive feedback regarding the ease of submitting their request alongside the speedy delivery of their clinical outcome."
Corporal Philip Royal, who was part of the initial pilot run at RAF Coningsby, told BFBS Forces News: "In the military you're always sceptical of new changes and there have been teething problems, but we've seen a whole change and it does work really well for the patient.
"You can call up a number and speak to a clinician who will help you the best way they can. You can still get seen face-to-face if needs be."
The new system completed its national rollout at 105 defence primary healthcare medical centres in January 2025.
In addition, Total Triage hubs have now been established at 35 defence medical centres, with a further 13 neighbouring centres permanently using the hubs by local agreement.
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