🔔 If you don't currently have access to Patient Triage, click here to find out more and sign up for a free trial! 👨⚕️🚑
🔔 If you already use Patient Triage, why not learn more about Total Triage, a General Practice workflow in which patients provide information before being offered an appointment? 👩⚕️💫
Why can't I see the patient requests in my inbox, and why wasn't I notified?
Make sure you're looking in the 'Patient Triage' folder in your inbox. This is where you will find the requests from patients using Patient Triage 😊
The 'Patient Triage' 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 'Patient Triage' Folder 👇
What does it mean when it says 'Patient not found'?
This means we were unable to match the patient to your practice using 2-Factor Authentication (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 receive a code via text, which they then enter into the online form.
What messages can I customise with Patient Triage, and how can I do this?
We know that some of you may have different messages you want to relay to patients, so we have made it possible to customise some of the wording with Patient Triage.
You can only edit these messages if you're an Accurx admin at the practice.
What else can I customise as an admin?
By selecting your Settings cog > Patient Triage > Settings, you can also customise certain aspects of Patient Triage:
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 😊
How can I be made an admin?
To customise messages in Patient Triage, you must be an admin.
Can patients add pictures/documents/attachments to their triage requests?
Patients can add up to 5 pictures to their medical request. We are looking into other types of attachments in the future.
Is there a maximum file size limit for the photos that patients attach?
Patients can upload 5 photos to their medical request, with a maximum file size of 8 MB per photo.
Are the notes and audit trail of the actions saved in the record as well?
No, the notes and audit trail are not saved to the record. However, they are saved in the inbox under that request and can be viewed at any time.
How do we not save the patient's pictures?
Once the request has come into the 'Patient Triage' 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.
If it's an inappropriate picture, how do we get rid of it?
Patients are asked to confirm that they will not send in any inappropriate or explicit images when they upload their photos. While this is the case, there is still a possibility that patients may submit 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.
People from outside my practice are submitting requests. How do I contact them?
When a patient submits a request through Patient Triage, they must include 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.
A patient is spamming our practice through Patient Triage. What can I do?
Unfortunately, we can't stop a patient from sending a request to your practice.
If you find a patient is sending multiple requests, you can contact them directly or respond to the request within the thread.
You can create a practice template to easily respond to patients who are sending a large number of requests.
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. 👉