This article is for practices who are setting up Patient Triage, accuRx online consultation solution.
Once Patient Triage is switched on for your practice, you'll get access to a unique link that you can share with your patients (by putting it onto your practice website). To find your link:
1. Go to your accuRx toolbar and click on the initials icon. Then select ‘Patient Triage’ from the drop-down list.
If you have an accuRx account but no toolbar, you can log in here.
Note: if you don't have an accuRx account then we would recommend running through these steps with someone at your practice who does have an accuRx account. If you'd like to set up your own accuRx account, you can do so following these steps.
2. Once the Patient Triage web page loads, there are a few options for getting started. It will take you to the "What is Patient Triage" Page. Here it gives you some more information about how the product works.
You can click "Create a patient request to see how it works" to submit a "test" request and try out the product 👇
3. Then you can click on "Set up Patient Triage" section to get started with your setup. Here you will find your unique link for your practice. You'll need your IT team to implement this on your website 💻
(Note: there is no way a patient can access Patient Triage until you share the link with them)
Likewise, there is a library of support articles to help to go through Patient Triage in more detail! ☝️
This link has been specifically made for your practice so that when patients visit your link on the internet on a phone or computer, they will see an online form that they can use to give you details about their medical or admin query. Their response will come back to the accuRx inbox of the little green toolbar! 😀
4. You can test out your own unique link by submitting another test request to become familiar with the product and to see how Patient Triage works from the patient's perspective. To do this copy the link and paste it into your internet browser 👇
Once you paste your link into your browser your online form for your practice will open. It will look similar to this 👇
5. Find your test request in the accuRx inbox.
Once you click "Submit Request" at the end of the online form, you can then return to your little green accuRx toolbar where you will find your test query in the inbox:
Who at the practice will receive the patient's request?
All accuRx users at the practice can view any Patient Triage requests that have come into the practice. Patient Triage requests will appear in the new "To Assign" folder (see image below) that all users will have access to in the inbox.
(Note: if you can't find the "To Assign" folder, you likely need to upgrade your toolbar).
Various non-clinical accuRx users at your practice will get a red dot/notification on their toolbar too when a new Patient Triage request comes into the practice.
👉 Tip: If you would like to be notified about new requests that come in through Patient Triage, you just need to make sure you click "On" under "Notifications" in the "To Assign" folder.
How do I save my test request to the record?
Your test request may appear with "Patient not found" displayed on it.
Pull up a test patient in EMIS or SystmOne. You can then use the blue "Search for patient" button to match the request to the test patient before saving the information to the medical record.
Click the button below for a more detailed guide on how you can manage your Patient Triage requests in the accuRx inbox:
What further setup is required for Patient Triage?
Now that you have your link active, we suggest sharing the link with your team so they can also try it. You'll then need to decide how to best implement this at your practice and how you'll share your link with your patients.
See our updating your website Page here 👉 Update your website 💻
Update your phone lines ☎️ See our suggested phone script below 👇
For staff (internal):
We are now using a new online system for patients to submit their queries to the practice - called Patient Triage. This is to reduce the number of phone calls we are receiving. The patients will be able to access a link to the request form online from our practice website, and Facebook page. To start introducing this to a small number of patients to begin with, we would like to redirect patients who are now calling into the practice with their request.
Suggested phone script:
We are using a new online system where you can submit your medical or administrative request to our practice online instead of queuing on the phone. Are you happy for me to send you the link to submit your request now, and we can take care of you that way?
If the patient says no:
Okay, I am happy to help you now, but I will send you the link now via text so you don’t have to wait next time.
If the patient says, “Can I do it on the computer?”
Yes, you can type the link I’m sending you now into your web browser and submit your query on the computer.
Suggested Automated Phone Message:
“Thank you for calling [insert practice name].
If you have a medical problem or administrative query that requires a doctor or a nurse please tell us how we can help you using our new online consultation service which is available on our website [practice website]
If you are unable to use the internet or feel you have a medical emergency
please press 1 to speak to reception.”
Suggested social media post:
We have now gone live with our new online consultation service-Patient Triage. This is a great way for you to contact our practice for non-urgent medical or admin requests. It is very simple to fill out so please do give it a go if you need to contact us. Although the character count is limited on the form, please try to give as much specific and concise information as possible. We really think it is easier for most people than waiting on hold to speak to a receptionist but would love to hear your feedback. If you do not have access to the internet or find it difficult to use a computer or smartphone you can call reception instead.
You can access the new form from our website: ( insert link to website here )
We have more resources to help you implement Patient Triage in our resource centre 📚
If you need to speak to someone on our our support team you can email email@example.com or jump onto a live chat with us 👋