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Here are some common questions we are asked about our Online Consultation tool, Patient Triage. If there is anything you can't find an answer to below, please do get in touch with the team via the live chat function in the bottom right of your screen! 💬
Is introducing Patient Triage going to lead to many more patients contacting the practice?
Whilst we've made the form accessible to patients, practices that have tracked patient contact throughout the rollout have found that phone calls have been replaced by online access, but total requests haven't increased. However, we recognise this as a valid concern.
We'd recommend that practices nervous about this proceed with an incremental roll-out with patients to build confidence in the new process. For example, some practices put the link on their websites but don't promote it widely at first. It's less likely that a lot of patients will use Patient Triage at once if it is not advertised. Once a practice has built confidence, they share Patient Triage with more patients through methods such as batch texts.
What can we do to redirect patients / local signposting?
~10% of patients will choose to see online advice rather than submit a request, and patients requesting repeat prescriptions can be redirected to other online services if you already use them. We recommend saving custom templates with local advice for common questions.
Why doesn't Patient Triage use AI or algorithms?
From our research, we have found that AI can over-triage patients - i.e. send far more people to urgent services / A&E than what is needed or appropriate. At the moment, we don't think anything can replace a human's ability to triage, so we are focused on making this process as quick and efficient as possible. For example, some requests can be handled with a quick text response containing an information link, rather than the patient making an appointment.
We want to make sure that we gather sufficient information from the patient and that the patient understands this information is relevant to the query to avoid patients giving up or calling the practice anyway if they don't understand or get the outcome they expect.
Do Patient Triage requests get coded?
Yes. Patient Triage requests are saved to the record in free text (so are easily searchable) and are coded with the SNOMED code: 'eConsultation via online application'.
Does Patient Triage integrate with the NHS app?
Yes, Patient Triage does integrate with the NHS App! The NHS App provides a simple and secure way for patients to access a range of NHS services on their smartphones or tablets (for example, book GP appointments, order repeat prescriptions, and check symptoms). The NHS App is available to people aged 13 or over who are registered with a connected GP surgery.
Patient Triage integration with the NHS App is live as of June 2022.
Find out more about the NHS App - https://www.nhs.uk/nhs-app/
What safety features are there in Patient Triage?
Patients are advised that Patient Triage is not for urgent queries, as requests may not be seen by the practice for several working days.
Patients are directed towards 111 or 999 services for more urgent requests, and there is a customisable option to switch on an 'out-of-hours' message, which directs patients to local out-of-hours services outside of the practice's set opening hours, weekends, and Bank Holidays (this article explains how).
Before submitting a medical or admin request, patients must confirm they have no 'red flag' symptoms. If they do, they are advised to seek more urgent medical attention and cannot proceed with submitting a request.
Upon submission, patients are reminded that the practice may not be able to see their requests within the defined timeframe and are advised to seek more urgent medical attention if they deteriorate.
Why do Patient Triage requests come from people not registered at our practice, and how should we manage them?
It's rare for Patient Triage requests to come through from unregistered patients (<1%). If we've been able to match the patient on the PDS (Spine), we will also display their registered practice to you with their submitted request. Several scenarios can lead to requests from non-registered patients:
Open-Access Nature: Patient Triage allows anyone to submit a request, which can lead to requests involving unregistered patients.
Mismatched Patient Details: Errors in patient demographics may cause requests to be directed to the wrong practices.
Errors in Link Usage: Patients might submit requests to the wrong practices due to outdated or incorrect links online.
Patients must submit a valid phone number with their request so they can be contacted. We suggest you call the patient to let them know they aren't registered with your practice; if you are concerned, you could also let their practice know that you have contacted them. To manage such requests effectively:
Identify unmatched requests by checking for "Unmatched" status or the absence of a registered GP practice.
Use the provided contact number to inform the patient and redirect them to their appropriate practice.
Mark the request as "Done" in the Accurx Inbox once it has been addressed.
If recurring issues arise from the same incorrect practice link, notify Accurx to investigate further.
We try to minimise the risk of this by showing the practice name and address throughout the flow in the header. If you keep receiving messages via Accurx Patient Triage from people who are not registered with your practice, try to determine how these unregistered patients are accessing your link.
How should we process forms that cover multiple issues at once?
This will depend on the information you have available. If you feel you have enough information about each issue, you could action each one as if it were a separate request. If you feel you need more information, you could send the patient a response link asking them to elaborate on their issues or submit a new Patient Triage request.
If this becomes a regular occurrence, you might wish to add a line on your website asking patients to submit a separate request for each issue. The advantage of seeing this through Patient Triage is that it isn’t a surprise, so it can be managed, rather than the patient arriving for a face-to-face appointment with more than one problem in a single appointment slot.
What about IG/GDPR?
You can start using Patient Triage straight away as it’s covered by our latest Terms & Conditions and Data Processing Agreement. We make all IG resources available in our Resource Centre here
Is Patient Triage NHS-approved?
Yes, Patient Triage has been assessed by NHS Digital and meets the requirements for an online consultation solution on the GP IT Futures framework. These requirements are aligned with the Dynamic Purchasing System (DPS) framework.
Can I search for Patient Triage request forms using a specific word, phrase or by patient request over a set period of time?
No, sadly, there isn't a way to search for Patient Triage forms in the inbox by using specific words or across a time period. If you're trying to track down a particular request, but aren't sure which patient it was matched with, check the 'All' inbox under both the 'Open' and 'Done' tabs. This should help you find the triage form you need!
Do patients receive an automatic confirmation text when they submit a Patient Triage request?
No, patients only receive an automatic SMS confirmation message when a request is submitted by a proxy (meaning someone is filling out the form on behalf of another patient). You can read more about this here.
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. 👉