This article talks about how to manage your patient requests submitted through Patient Triage, Accurx's online consultation platform.

🌟 If you don't currently have access to Patient Triage, click here to find out more and sign up for a free trial! 👨‍⚕️🚑

When a patient fills out a Patient Triage request on your practice website, the patient request will go to the Accurx inbox under the 'Unassigned' folder.

You can access Patient Triage requests by clicking on the Inbox icon and selecting the Unassigned folder and then either the Admin or Medical tab.

All Accurx Desktop users at the practice have access to the Unassigned folder in the Accurx Desktop Inbox.

However, only those who have notifications switched on for the Unassigned folder will get a notification of new incoming requests.

Once you've received a request you can either:

1) Review the information sent by the patient and click 'Save to Record' to save it into EMIS/SystmOne.

2) Reply to the patient, add an internal note, or assign the conversation to the appropriate team or individual (see image below).

Users can see who else at the practice is viewing or replying to a request using our new multi-user collaboration feature 👇

This is because

(A) the patient has not passed 2-factor authentication (2FA)

OR

(B) the patient's details did not match a patient who is registered at your practice on the Personal Demographic Service (PDS).

If we have found a patient who is registered at your practice on PDS, we will suggest a patient for you to match the request to. If you can confirm the request is from the suggested patient then you can confirm the match by clicking the blue 'Confirm' button.

Once you've clicked 'Confirm', you will need to click 'Confirm' again on the final pop-up.

If we have not been able to find a patient that is registered at your practice on PDS then you will need to search for the patient to match the request to.

To do this:

1) Click on 'Search for patient' which brings up the Accurx Desktop Patient Finder

2) Type in the patient details (such as name, NHS Number, DOB)

4) Click on the correct option to select the patient

5) The selected patient demographic details will preview in the blue box on the right so you can check that it is the correct patient before clicking 'Confirm' (if it is not correct, you can click 'Back'.

If a Patient Triage request has been matched to the wrong patient, you can undo the match.

To undo a match, click the Unmatch patient button as indicated by the red box in the diagram below:

You will then see an option to 'Unmatch patient'. If you click that option, you will be asked to confirm that you want to unmatch the patient from the request.

Once you click confirm, you will then be able to match the request to a different patient. 😊

If you want to get an overview of where patient triage requests are in the Accurx inbox, you can use the 'Patient Triage' filter of the All Conversations folder.

To access this filter, click on the inbox icon on the Accurx toolbar and then click All Conversations on the left-hand pane. You should then see the Patient triages filter appear.

You can get an overview of the types of requests (medical or admin) and whether the request has been assigned (to a team such as the Doctors/Secretary team or an individual) or if it is still in the Unassigned folder.

Within this filter, you will see all open patient triage requests (those that have been marked as 'Done' will move to the Done folder).

You can also watch our video guides 📺 on Patient Triage!

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If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. 👉