š Where Patient Triage requests appear
Once a patient submits a request, it arrives directly in your teamās Accurx Web Inbox. This supports a triage-first workflow, allowing your team to review requests, decide next steps, and respond appropriately without defaulting to an appointment.
To make sure youāre viewing the right requests:
1. In the top-right corner of Accurx Web, click the workspace switcher icon.
2. Select the specific Workspace your service uses for Patient Triage.
3. All incoming requests will appear in the Patient Triage folder in the left-hand sidebar.
š·ļø Understanding request labels
Each request is clearly labelled based on your form setup (e.g., Medical Request or Admin Request). These labels help your team:
Quickly understand the type of request
Assign work to the right person
Prioritise urgent or clinical issues
š Notifications and monitoring
Team members with notifications enabled for a workspace will be alerted when new requests arrive.
Notifications appear:
Next to the āPatient Triageā folder in Accurx Web
As email notifications, if enabled. (Click here for more information on email notifications).
We recommend that at least two team members are responsible for monitoring Patient Triage requests to ensure continuity during leave or busy periods. Teams should agree locally on how quickly requests are reviewed (for example, within 2 working days).
āļø How to action a Patient Triage request
When reviewing a request, your team can:
Read the information submitted by the patient
Reply to the patient using secure messaging
Add an internal note for colleagues
Assign the request to a specific team or colleague
Copying information to other systems
Accurx Web does not automatically write Patient Triage requests into clinical record systems.
If needed, you can:
Copy the request content from the conversation
Paste it into your local clinical system or notes
This keeps teams in control of what information is recorded and where.
ā Marking requests as "Done"
Once a Patient Triage request has been reviewed and actioned, it can be marked as Done.
This:
Keeps the Inbox focused on active or āOpenā requests
Allows completed requests to be found later if needed
Requests marked as Done can be viewed in the Done folder.
š¤ Working safely as a team
Accurx Web supports multi-user working, so team members can see when others are viewing or replying to a request. This helps avoid duplication and keeps responses coordinated.
If you canāt find a request
If a patient says theyāve submitted a request but you canāt find it:
Check both the Open and Done views in the Inbox
Confirm youāre in the correct workspace
Patients see a reference ID on their confirmation screen after submitting a request. If you can't find the request, please contact the Accurx Support with this reference ID, and weāll help locate it.
If you have any questions or want to set up Patient Triage for your service, please contact our Support team at support@accurx.com or click the green bubble in the bottom-right corner. š