Make sure you're looking in the 'Unassigned' folder in your inbox. This is where you will find the requests from patients using Patient Triage 😊

The 'Unassigned' folder is solely for Patient Triage Requests

If you want to be notified of requests coming through to your practice make sure you have turned on the notifications in the 'Unassigned' Folder 👇

This means we were unable to match the patient to your practice using 2 Factor Authentification (2FA) or you're using a test patient.

When patients submit requests through Patient Triage, they give various pieces of information about themselves. These are their name, date of birth, gender and postcode. These details can be used to search the Patient Demographic Service (PDS)- the NHS database of patients.

They also enter a contact number. If they provide a mobile number, they are asked whether they have access to the mobile. If they do have access to the mobile, they are sent a code by text which they are then asked to input back into the online form.

You can find more information on how 2FA works in this support article here and how you can match the request to a patient from your practice 😊

You can set up your Patient Triage form's opening hours and daily limit. This article runs through how to set this up ⌛

You can redirect patients to an existing repeat prescription service and if you click here we have an article that shows you how you can do this 😊

You can temporarily disable Patient Triage and this article here shows you how to do this

Admins for the practice can make you an admin if you are already approved by following the steps in this article.

Patients can add up to 5 pictures to their medical request. We are looking into other types of attachments in the future.

Patients can upload 5 photos to their medical request, with a maximum file size of 8 MB per photo.

No, the notes and audit trail are not saved to the record. However, they are saved in the inbox under that request which can be viewed at any point.

Once the request has come into the 'Unassigned' folder, before clicking 'Save to Record', untick the 'Save Attachments' box and/or click the bin 'Delete' icon to the right of the photo. This way, photos will not be saved.

Patients are asked to confirm they will not send in any inappropriate or explicit images when they upload their photos. While this is the case, there is still the possibility that patients may send in inappropriate images.

Desktop users can delete a photo once it has been received so that it is not visible to colleagues viewing the patient’s communication record. However, an audit trail will remain.

If you want to remove the photo from the audit trail you have to follow the steps in this article here.

When a patient sends in a request through Patient Triage, they will have to add a contact number.

If they are not registered to your practice you won't be able to match them to a patient and reply to them directly from the request.

You can call them using the number they have added to their request and let them know they have reached the wrong practice.

We can't stop a patient from sending through a request to your practice, unfortunately.

If you are finding a patient is sending through multiple requests you can contact them directly or send them a message by responding directly to the request within the thread of the request.

You can create a practice template to easily send a response to the patient that you are finding is sending through a large number of requests.