What is Patient Triage?
A simple online request form that replaces busy phone lines and email inboxes. Patients submit structured information, and your team receives requests in an organised queue into your Accurx inbox so you can triage, prioritise, and respond safely and efficiently.
Introducing a new way for patients to contact your service is a big change for both your team and your patients. We've found that once patients are made aware of the link, they often prefer it to waiting on the phone, which helps free up your lines for those who need them most.
Successful rollout: Reaching everyone at once
While it’s tempting to start small, we recommend against this. Sharing the link with your whole patient list at once helps prevent confusion and ensures your team sees the benefits of reduced call volumes as soon as possible.
Finding your Patient Triage link
You can find your Patient Triage link in the settings page.
To find the link in the settings page 👇
Log in to Accurx Web, see this article for instructions.
Click on your Workspace Name in the top right corner, then Settings
Go to Patient Triage > Links.
Your link will follow this format: accurx.nhs.uk/p/********
Note: Many teams find it helpful to create a QR code for this link. It’s a simple way for patients to access the form, whether from a poster or a letter. We’re happy to help you set this up, or you can use an online QR generator.
8 Ways to Share Your Link with Patients
It’s all about finding what fits best with your current clinic workflow. We recommend using the direct link for digital communication and a QR code for any printed materials.
Method | Practical Application |
1. Posters & Flyers | Display them in waiting areas or clinic rooms, with a QR code for patients to scan.  |
2. Business Cards | A simple way for patients to take your contact details home after an appointment.
|
3. Clinic Letters | Add the link or QR code to the footer of your physical correspondence. |
4. Batch Messaging | Send a one-off text to all patients under your care to let them know the service is live. You can also attach a file to the message to provide more information to your patients (e.g., details about their care, symptoms to watch for, etc.).
Example text template you can send to your patients:
"The XXXX services at XXXX Hospital are improving how we support patients and manage our demand. You can now use this quick and easy digital link to get in touch with us if you have any admin or clinical concerns or questions: [LINK]. If you have phoned us recently on our helpline XXXXXXXXXXX, if you are able, please use the digital link to re-submit your request." |
5. Individual Messaging e.g. voicemail follow-up, appointment reminders | When returning a voicemail, send a text: "In future, you can reach us via our online form here: [Link]"
Alternatively, teams can create a template so the link is shared at the bottom of every message, or share it alongside appointment reminders.
Example message template:
"While under the care of XXXX services at XXXX Hospital, please use this quick and easy digital link to get in touch with us if you have any admin or clinical concerns or questions: [LINK]. Alternatively, you can phone us on our helpline XXXXXXXXXXX"
|
6. Phone Queue Message | Update your hold message to let patients know they can avoid a wait by using the link. |
7. Your Website | Add the link to your service's "Contact Us" page or homepage. |
8. Email Signatures or Auto Response Messages | The team adds the link to their signature and the auto-response for any patient-facing emails. |
How to set up Patient Triage for your service
If you have any questions or want to set up Patient Triage for your service, please contact our Support team at support@accurx.com or click the green bubble in the bottom-right corner. 👉