|Institutional relations, histories, local policy||Description|
|History of interactions prior to implementation||
Practice staff trained on study protocol and procedures as well as specific guidance on how to manage telephone triage appointments during trial;|
Receptionists received specific guidance with script on how to introduce triage to patients; nurses received training to use computer-decision support software;
Research team liaised with practice staff throughout set up and delivery of trial. Individualised procedures were provided to all staff.
|Institutional and network relations||Prior to ESTEEM, patients telephoned or visited surgery to book a same-day GP appointment. Following introduction of intervention, patients’ expectations of accessing care briefly re-oriented to telephone triage by receptionist.|
|Local policy on patient management||Practice specific procedures on managing telephone triage – e.g. triage sessions, staff allocation – nurse practitioners, practice nurses|