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Reporting Dashboards: Patient Triage
Reporting Dashboards: Patient Triage

Using the Patient Triage dashboard to better understand and plan for your organisation's inbound demands.

Cam avatar
Written by Cam
Updated over a month ago

If you're unable to see the new reporting dashboards, please reach out to the support team to enable this for you via the green message bubble in the bottom right-hand corner of this page. 👉

The Patient Triage Dashboard allows you to:

Understand the whole Patient Triage journey from submission to completion. This dashboard provides data on how requests are submitted, how the volume of requests changes over time and what their outcomes are.

A more in-depth explanation of each section can be found below.

You can create reports to gain a better understanding of your patients and your organisation's workflow to help inform your decision-making, like staffing levels or access times.

Where is the Dashboard?

  1. Click on your initials on the Accurx Toolbar.

  2. Click on 'Manage Organisation'.

  3. Scroll to 'Reporting' at the bottom of the Manage organisation page.

  4. Click "Patient Triage" to access the dashboard.

How to use the Dashboard

To focus on specific areas and extract certain data, you can use several filters to refine the data displayed within the dashboard.

Refresh schedule: The reports are updated daily at 7am - the data from the previous day is pulled into the report at that time.

Filter by date 📆

  • Select the first calendar icon

  • Click your start date

  • Select the second calendar icon

  • Click your end date

Filter by request type ❓

  • Open the drop-down menu to filter by:

    • Admin requests only

    • Medical requests only

    • All request types

Filter by submission type ✍️

  • Open the drop-down menu to filter by:

    • NHS App - when patients have submitted their request via the NHS App.

    • Reception - when admin staff have submitted a request on behalf of a patient via the Accurx Inbox.

    • Website - when patients have submitted their request via your Patient Triage link on your website, or within your SMS templates.

You may want to export some of the data within the dashboard to share with your PCN or ICB.

Exporting numerical data from the dashboard 💻

  1. Hover your mouse over the graph or table you'd like to export data from.

  2. A small bar will appear in the top-right corner.

  3. Select the icon with three dots to open "More options".

  4. In the drop-down menu, select "Export Data".

  5. Select the file format you'd like to save the data as.

    2. This can be an Excel file or a CSV.

  6. Click "Export".

The different views

There are six different dashboards that give you an insight into the different parts of your Patient Triage workflow.

These are:

Overview

Here you can see an overview of...

  1. How many requests patients are submitting.

    1. Total

    2. Average per day

    3. Your requests per 1000 patients

  2. How patients are submitting requests.

    1. by NHS App

    2. by Reception flow

    3. by your Website

  3. What types of requests patients are submitting

    1. Admin

    2. Medical

    3. Self Referral

  4. How the volume of requests changes week-on-week.

    1. split by admin requests

    2. split by medical requests

Short-term Planning

Here you can see an overview of...

  1. How this week's requests compare to last week and your average.

  2. Your average number of requests by day and hour.

Long-term Planning

Here you can see an overview of...

  1. How your total request volume compare to previous years.

  2. How the number of admin and medical requests change month-to-month.

  3. How the topic of your requests change year-to-year and month-to-month.

Form Access

Here you can see an overview of...

  1. How your online consultation access is managed.

    1. Full access - your Patient Triage is fully open.

    2. Partial Access -

      1. Your daily limit is reached but you allow admin requests past the limit.

      2. Your form is out-of-hours, but you allow admin during out-of-hours.

      3. You've used Temporary Suspend on your form but you still allow admin requests during the suspension.

    3. No Access - your Patient Triage is closed.

  2. How access changes month-to-month.

  3. How access compares throughout the day.

Requests by Assignee

Here you can see an overview of...

  1. How much open work there is.

  2. Who is assigned to that open work.

  3. How much work has been assigned today.

  4. How much work has been completed today.

  5. Who was assigned to that work.

You can search for a specific staff member using the search bar at the top, and pin them to your view by clicking on the pin icon next to their name 📌

You can also use the filters in the top-right to see either medical or admin requests, or both of them combined 👇

You can click the three lines by each heading to order the assignees from high to low, or low to high 👇

To see what each heading means, hover over the information icon ℹ️

Note: There isn't a list of all the requests that have been handled by a user as a request may be handled by multiple members of staff.

Requests by Day

Here you can see how many requests you received on each day of the week. This is shown as two bars: one for last week, and one for the current week.

You can use the filters in the top-right to see either medical or admin requests, or both of them combined.

You can also filter to see if the requests were submitted by patients, by users via Reception Flow, or both using the options below 👇

You can also download data from the last 90 days via the "Download report" button. This report will display:

  • The date and time of the requests

  • The request type (medical or admin)

  • The topic of the requests (eg medical request, fit note, repeat prescription, etc)

  • Reception flow vs patient submission

  • If the request is open or marked as done, as well as a date and time of when the request was marked as done if applicable

  • The outcome recorded for the conversation (See more information about Outcome Recording here)

Requests by Outcomes

Here you can see an overview of the outcomes of Patient Triage requests for the current week and the last week.

To see further data about the recorded outcomes, you can use the 90-day downloadable report in the 'Requests by Day' tab.

The recorded outcomes are broken into 11 options:

  1. Face-to-Face 👩‍⚕️

  2. Video 📹

  3. Telephone 📞

  4. Home visit 🏡

  5. Advice ℹ

  6. Prescription 💊

  7. Referral ↪️

  8. Signposted 📮

  9. Admin Message ✍️

  10. Other ❓

  11. Not recorded ❌

Find out more about the Outcome Recording feature here

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 manage patient requests in the Accurx Inbox
Patient Triage: How to use Temporary Suspend for Patient Triage
Patient Triage: How to manage your Repeat prescription settings
Patient Triage: Total Triage
Reporting Dashboards: Messaging Channels and Fragments
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