What is Patient Triage?
A simple online request form that replaces busy phone lines and email inboxes. Patients submit structured information, and your team receives requests in an organised queue so you can triage, prioritise, and respond safely and efficiently.
What is a custom Patient Triage form?
A custom Patient Triage form is the form a patient completes when they use your secondary care service’s Patient Triage link.
Each service can tailor their form so that patients are asked the right questions, in the right order, for that specific pathway or specialty. This helps patients submit clearer requests and helps teams triage them more safely and efficiently.
Here's an example 'IBD flare' form for an IBD service 👇
Why are Patient Triage forms customised?
Different services work in different ways, and a single, generic form doesn’t work for everyone.
Custom forms allow services to:
Guide patients to the right type of request (for example, medical vs admin)
Ask questions that are relevant to their specialty or pathway
Collect the information the team needs upfront to triage safely
Reduce unnecessary back-and-forth or follow-up questions
What can be customised?
Depending on how your service sets things up, a Patient Triage form can include:
Different request options (for example medical, admin, or service-specific choices)
Tailored questions based on what the patient selects
Clear safety messaging and signposting
Service-specific wording and guidance
Patients will only see what’s relevant to your service.
Customising patient-facing messages
In addition to the form itself, services can also customise key patient-facing messages that sit around the form experience.
See this article on how to customise your messages! ✍️
Patient request landing page
When a patient opens the Patient Triage link, they’ll see a landing page explaining what will happen next. The message on this page can be changed, depending on whether your forms are open or closed.
This text can be customised to:
Reflect a review timeframe that’s appropriate for your service
Include additional guidance, such as a contact phone number
Patient request confirmation page
After a patient submits a Patient Triage request, they’ll see a confirmation page. By default, this page states:
“A member of the team will review this request within 2 working days.”
This can be customised to:
Match your service’s agreed response times
Reassure patients about what happens next
Include additional information, such as a contact phone number if needed
What does this mean for patients?
From the patient’s point of view:
The form feels specific to the service they’re contacting
The questions help them explain their issue more clearly
They’re guided through the process step by step
This makes it easier for patients to submit a request, even if they’re unsure how to describe their problem.
What does this mean for services?
For services, custom forms help:
Requests arrive with more useful information
Urgent issues are easier to identify
Admin queries can be handled separately from clinical ones
Time is spent reviewing and responding, not chasing details
If you have any questions or would like your secondary care service to use Patient Triage, please get in touch with our support team by starting a live chat via the green chat bubble in the right-hand side corner of this screen, or email support@accurx.com👉