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What is Reception Flow?
Reception Flow is a feature that allows Patient Triage users to submit a triage request on behalf of a patient e.g. while on the phone ☎️
With this feature, users can seamlessly record and action a triage form, with all requests being automatically matched with a patient in the medical system.
Have a go at submitting a test request! 👇
Open a test patient in EMIS/SystmOne.
Open your Accurx inbox.
In the bottom left corner of the inbox, click the ‘New Triage’ button.
Why should I use Reception Flow?
Using Reception Flow, all of your patients' admin and medical requests can be assessed in the same way, from the same Accurx inbox, with a summary of patient's ideas, concerns, and expectations to support your decision-making.
Patients can contact the practice in a way that is best for them, and be treated in the same way. By taking everything through this channel, it’s not simply those who shout the loudest that get prioritised.
This year’s GP contract changes are partly designed to incentivise practices to move towards Modern General Practice/total triage by setting out new obligations around access.
Most importantly, being offered an assessment of need, or signposted to an appropriate service at first contact.
Accurx Patient Triage allows you to comply with the above requirements, streamlining patient inbound (whether initiated online, over the phone or in-person via Reception Flow) through one inbox for improved demand management.
How to access the Reception Flow
The reception flow can be easily accessed from the Accurx toolbar!
Open up the patient in EMIS/SystmOne.
Open up your Accurx Inbox.
Click on the 'New Triage' in the bottom left-hand corner of your screen as shown below.
This will open up your internet browser to a new Triage form, where you can select either Admin query or Medical issue. The patient's info will be pulled through automatically 👇
You will then need to confirm that the request is not an emergency by clicking the 'None of these are present' button as shown. 👇
Complete the triage request form as directed.
You will then be asked who the request is about... You'll have the options as Patient or Someone Else as shown. 👇
'Patient' flow
This option is for when you are filling out the form on behalf of the patient directly. For example, they may be describing their medical issue to you over the phone 📞
Confirm the phone number of the patient.
Review the request and choose how they'd like to be contacted.
(Optional) Choose a specific team folder you want the request to go to in the inbox. If a team is not selected, this will go to the "Unassigned" folder
Submit the request ✅
'Someone else' flow
This option is used when someone is contacting you to submit a request on behalf of someone else. For example, a patient's mother may be describing their child's earache 👩👦
Fill in the proxy details as shown, and click continue.
Review the request and choose how they'd like to be contacted as shown in the options below.
(Optional) Choose a specific team folder you want the request to go to in the inbox. If a team is not selected, this will go to the "Unassigned" folder
Submit the request! ✅
Interactive demo
How to find the request in the inbox
Open up your Accurx inbox from the toolbar.
Head over to the 'To Assign' folder or the folder the request was assigned to and open up the request. The request will be automatically matched to the patient in EMIS/SystmOne!
From here, you can save the request to the record by hitting the 'Save to record' button 👇
You can also mark the request as Urgent ❗
How to action the request
From the Inbox, you can...
Reply directly to the patient (or their preferred contact) with text, NHS info/attachments or a Questionnaire.
*Users can see 'Dr Accurx is typing' when a patient is being replied to with a click of the “Reply to patient” button 👇
Send them a Booking link for a routine telephone appointment (find out more about Self-Book here) 🌟
Add an internal note for your colleagues.
Assign the request to an individual or a team.
Don't forget to mark it as 'Done' when the request has been actioned!
FAQs
Do Reception Flow requests count towards the daily Patient Triage limit?
Yes, Reception Flow does count towards the limit. However, once the limit has been reached, you will still be able to submit reception flows but patients will not.
Can we submit Reception Flow requests outside of working hours?
Yes, users can submit Reception Flow requests outside of working hours.
Can we submit Reception Flow requests when Patient Triage is suspended?
Yes, users can submit Reception Flow requests when Patient Triage is suspended.
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. 👉