Welcome to your Resource Centre for Patient Triage! We're delighted you are here and can't wait to help you see the benefits. 😃
Patient Triage is Accurx's online consultation solution where patients can get in touch with their practice through an online form.
Can't find what you're looking for? We'd love to help you! Just chat to us using the green message icon in the bottom right corner!
🌟 If you don't currently have access to Patient Triage, click here to find out more and sign up for a 6-month free trial! 👨⚕️🚑
What is Accurx Patient Triage
Accurx Patient Triage frees up your phone lines and saves you time with simple online access for your patients, using a solution that is fully integrated with your clinical system.
It's integrated with your clinical system to save you time with one-click coding and saving to record
Over 85% of patients rate it as easy to use without any apps or registration needed
If you're already familiar with Accurx it's not a new system to learn e.g replying to patients and assigning requests through the Accurx toolbar.
Patients fill out an online form from your website about their medical or admin query. The information comes in to your practice's Accurx toolbar and requests can be easily saved to the record, assigned to the relevant team or a reply can be sent through Accurx.
How patients submit requests:
How the practice can manage patient requests:
Getting set up with Patient Triage
Each practice will have their own implementation approach but we've listed here some key steps to take to launch Patient Triage:
Unlock your link (under Manage Organisation) and try it yourself by pretending you're a test patient and submitting a request - you can use some made up personal details.
👉 Tip: We notify various non-clinical roles about new Patient Triage requests when they come into the inbox. You can check the right team members will be notified using our new Manage Teams feature!
Ask everyone on your team to submit a test request using your unique Patient Triage link. We recommend making sure everyone's familiar with how to fill out a query, what information is requested and how to view and action requests as they come back to the Accurx toolbar.
Optional: Ask some of your patients to try it
👉 Tip: some practices update their practice website (and their patients) after they have asked a few patients to try it first. They may do this through sending out the link in a text template after a phone call or asking the PPG to try it at a meeting.
Read our Patient Triage Template policy and DPIA and create and share protocols for how to manage clinical risks.
Set a process for handling incoming queries.
👉 Tip: Use this toolkit, and consider changing sessions around to match demand to capacity. You can monitor demand through looking at your usage stats.
When you're ready to update your website, work with your IT team to get the link added.
When you're ready for more patients to start using it, start promoting Patient Triage to your patients.
👉 Tip: Change your practice's phone message to encourage patients to use Patient Triage while they are on hold or call out of hours.
Tips and tricks
Manage patient expectations by turning on your out of hours page and customising your expected response times
If you have a repeat prescription service, set up a redirect for your patients.
Improve your workflow by customising your inbox teams and notifications
Help balance your capacity by reviewing your usage data
Tips on how to update your practice website with Patient Triage
How to customise the wording on Patient Triage forms to set patient expectations
How to temporarily disable Patient Triage if you are experiencing unmanageable demand
Extra resources
Watch our recorded Patient Triage webinar on our Youtube channel
Answer your data and security questions with our Patient Triage IG and Security page
Feel free to use our Patient Triage DPIA template
Check out our Template Policy
Clinical risks to consider when launching Patient Triage at your practice
How photos are submitted and received when using Patient Triage
Patients
Learn more about how patient identification works here
Have a look at what your patients will see when submitting a Patient Triage request here
Here's a breakdown of what information patients need to submit
Here's a tutorial video that you can share with patients to show them how to use Patient Triage
Patient Triage FAQs
Learn more in our FAQ page here!
👨⚕️👩⚕️ Join our Facebook group to talk to other practices trying out Patient Triage and share learnings!