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Patient Triage: How to customise your messages
Patient Triage: How to customise your messages

Make sure patients have the right expectations by personalising the wording on the form and messages to suit your practice.

Sophie avatar
Written by Sophie
Updated over a month ago

This article talks about Patient Triage, Accurx's online consultation solution.

🌟 If you don't currently have access to Patient Triage, click here to find out more and sign up for a free trial! 👨‍⚕️🚑

Customising your messages

You can customise Patient Triage to include your own wording on some parts of the form and the confirmation text 🎉

You could use this feature to change your expected response time from 2 working days to 1 working day, or 3 working days. You could also add temporary messages to explain delays, such as when you are short-staffed.

Only Accurx accounts with admin status can change this messaging

(You can find out who the admin is at your practice by clicking on your initials icon on the Accurx toolbar and then 'Manage Organisation' and then 'Practice users'.)

Which parts of the form can I customise?

  1. The welcome page - you can change the wording on the first page of Patient Triage (circled in red in the image below):

  2. Confirmation of submission page - you can change the wording on the final page of Patient Triage after the patient has reviewed and submitted their request (circled in red in the image below):

  3. Sent message confirmation - you can change the wording of the confirmation text that the patient can choose to receive in the proxy flow:

  4. Out-of-hours/suspend messaging - you can change the wording on the out-of-hours page (circled in red in the image below):

How do I add my messages?

  1. Click on your initials on your Accurx toolbar and then click 'Patient Triage' from the drop-down list:

  2. Click on the 'Settings' tab on the left-hand side panel.
    ​

  3. This will open a web page where Accurx admins can scroll down to see the option to 'Customise messaging'.

For example, to customise the welcome page...

  1. Click the blue 'Edit' button:

  2. Remove any wording you don't want and type in your own wording to set the right patient expectations on when they might receive a response. You can also reset to default or cancel.

    ⚠️ The custom text/paragraph can't be broken into segments.

  3. When you are happy with your edit, click 'Save Changes' ☝️

Repeat these steps with...

  • The Submission page message 👇

  • The SMS confirmation message for proxy submissions. 👇

How do I change my out-of-hours and capping messaging?

  1. Set your opening hours and/or capping - click here to learn how to do this!

  2. Find your 'Edit out of hours message' and 'Edit daily limit suspension message' 👇

  3. Click 'Edit' in the bottom right.

  4. Edit your message ✏️

How do I customise my Temporary Disable messaging?

  1. Find the 'Edit suspended Patient Triage message' option:

  2. Click 'Edit' in the bottom right.

  3. Edit your message ✏️

  4. Click 'Save changes' when you're happy with your changes ☝️

💡 Note: you aren't able to change or remove the text stating when online enquires will resume. This text will reflect your Temporary Suspend settings.

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. 👉

Related Articles
Patient Triage: How to use Temporary Suspend for Patient Triage
Patient Triage: Step-by-step guide
Patient Triage: Reception Flow
Patient Triage: How to navigate the Settings
Patient Triage: What's new?
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