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🔔 If you already use Patient Triage, why not learn more about Total Triage, a General Practice workflow in which patients provide information before being offered an appointment? 👩⚕️💫
We’re introducing a new route under the ‘Admin’ section of the form – specifically designed for patients who need to book routine reviews, blood tests, smears, or other follow-up care that doesn’t involve new symptoms. This route can remain open even if the medical form is temporarily closed or at capacity. It will include clear guidance on:
The types of requests this form should be used for
What not to submit through this route (e.g. new or worsening symptoms)
What do patients submit?
When patients arrive on your Patient Triage landing page, they are given the following options 👇
Note: The badge that says when the form is available is taken from your practices Patient Triage settings.
Patients will be asked who the request is for 👇
Patients must declare that they have no ‘red flag’ medical symptoms before they can continue. There are separate emergency warning signs for Adults and Children. 👇
Admin or routine care requests
For admin or routine care requests, patients are asked to select a type 👇
Patients are then asked a different set of questions depending on which admin query is selected...
Repeat prescriptions:
Fit (sick) note:
Routine Care:
The options for the routine appointment are 👇
Annual learning disability health check
NHS Health Check (aged 40-74)
Cervical screening (smear test)
Long-term condition review (e.g. COPD, asthma, diabetes)
Medication review (including HRT and contraceptive pill checks)
Pre-travel appointment
Monitoring blood tests (e.g. long-term conditions and medication)
Smoking cessation support
Vaccinations (e.g. childhood, shingles or flu)
6-week postnatal check
Test results:
Questions about a referral (update/status):
Doctor's Letter:
Other admin request:
(All text boxes for both Medical and Admin queries have a character limit of 500, including spaces. They can upload a maximum of 5 images when prompted.)
Health problem queries
For health problem queries, patients are prompted to fill out the following information about their health problem:
Patients can attach up to 5 photos (Optional)File types supported are
.jpeg, .jpg, .png, .gif
Patient details
After filling in the health problem or admin and/or routine care request questions, patients are asked to submit their details 👇
Patients are asked to share how they'd prefer to be contacted ☎️
Patients will be asked if they would like to speak with a particular person 👇
After their request has been submitted, they see a confirmation message on the screen 👇
Patients will now see a reference ID on the confirmation page after submitting a Patient Triage request (as shown in the screenshot above).
If the organisation cannot find the request after searching the 'All' and 'Done' tabs in the Inbox, they can contact Accurx Support with the ref ID provided by the patient so we can help to locate this.
How do the patient's selected contact preferences change the default contact method in the inbox?
The default contact method in the inbox is determined by the contact preferences submitted by the proxy/patient in the Patient Triage request 👇
If the proxy selects that they should be contacted, their contact details will be used in the inbox 👇
Defaults can always be overridden when replying to a patient. For example, if the reply defaults to email because the patient specified email as their preferred contact method, you can change this to a phone number when composing the reply if you prefer to send a text message.
Preferred contact method(s) selected in the Patient Triage form | Default contact method used in the inbox |
Text message | Text message |
Phone call | Text message |
Text message & Phone call | Text message |
Text message & Email | Text Message |
Phone Call & Email | |
Text message, Phone call and Email | Text Message |
If the contact number or email address provided in the 'Preferred Contact Method' section of the Patient Triage form doesn't match the details on the medical record, it will be flagged in the Inbox 👇
FAQ's
What is a preferred contact method for Patient Triage?
What is a preferred contact method for Patient Triage?
This is a preferred contact method for follow-up comms and info gathering, for example, if you wanted to send a patient a questionnaire to gather more information. There’s no expectation that consultations would be held via these methods.
We ask patients for their preferred contact method so practices know which method a patient prefers and is most likely to check and respond to.
Do I have to use a patient’s preferred contact method when replying to them?
Do I have to use a patient’s preferred contact method when replying to them?
No, it is a preferred contact method but no promises are made to patients. To set expectations with patients we have a warning that it won't always be possible to use their preferred method.
Can I customise the default reply methods for my workspace?
Can I customise the default reply methods for my workspace?
At the moment, it isn't possible to customise the Inbox default reply behaviour. If this is something you would find valuable, please submit this via our feature request/feedback form here. 💫
How does email work when contacting patients?
How does email work when contacting patients?
Patients can receive emails via Accurx in the same way they receive text messages. The email will be from a No-reply email address and they can only respond to the practice if you allow them to (by selecting “Allow reply” or by sending a questionnaire).
If the patient replies, it will come back to the Accurx inbox.
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. 👉