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Patient Triage: How to customise your messages

Make sure patients have the right expectations by personalising the wording on the form and messages to suit your practice.

Moreen avatar
Written by Moreen
Updated this week

🔔 If you don't currently have access to Patient Triage, click here to find out more and sign up for a free trial! 👨‍⚕️🚑

🔔 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? 👩‍⚕️💫

Customising your messages

You can customise Patient Triage to include your own wording on some parts of the messaging and the confirmation text 🎉

You could use this feature to change your expected response time from 2 working days to 1 working day, or 3 working days. You could also add temporary messages to explain delays, such as when you are short-staffed.

Only Accurx accounts with admin status can change this messaging

(You can find out who the admin is at your practice by clicking on the settings cog on the Accurx toolbar and then 'Settings' > 'Workspace' > 'Users'.)

(Note: Whilst admins can amend the messages outlined in this article, there currently isn't a feature for admins to amend the questions within the medical request or admin query forms.)

Which parts of the form can I customise?

  1. Forms available message - you can change the wording on the first page of Patient Triage (circled in red in the yellow box as shown below):

    Note: This message is shown when both your medical and admin forms are turned on. If you allow medical and admin requests outside of core hours, this message will always show to patients.

    Note: This message is shown when both your medical and admin forms are turned on. If you allow medical and admin requests 24/7, this message will always show to patients.

  2. Confirmation message - you can change the wording on the final page of Patient Triage after the patient has reviewed and submitted their request (circled in red in the image below):

  3. Text message confirmation - You can edit the text message patients receive when a proxy has submitted a request on their behalf.:

    Note:

    • A patient will receive a confirmation SMS message when a Reception Flow request is submitted on behalf of the patient.

    • A patient will also receive a confirmation SMS message when a Patient Triage request is submitted on their behalf via a proxy flow.

    • A patient who submitted a Patient Triage request for themselves will not receive a confirmation SMS message.

  4. Outside of form hours message - This message is shown when one or both of your forms are turned off or outside of the hours you set.

5. Limit reached message - This message is shown when patient triage is suspended due to reaching your daily limit. It will only be shown during the hours your forms are turned on.

6. Suspended patient triage message - This message is shown on the first page of Patient Triage when you've temporarily suspended patient triage forms.
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How do I add my messages?

  1. Click on the settings cog on the toolbar, then 'Settings'.

  2. Click on the 'Settings' tab on the left-hand side panel.
    ​

  3. Open the 'Customise messaging' tab

For example, to customise the forms available message...

  1. Click the 'Edit' button:

  2. Remove any wording you don't want and type in your own wording to set the right patient expectations on when they might receive a response. You can also reset to default or cancel.

    ⚠️ The custom text/paragraph can't be broken into segments.

  3. When you are happy with your edit, click 'Save' ☝️

How do I change my outside of form hours and limit reached messaging?

  1. Set your forms' opening hours and/or daily limit - click here to learn how to do this!

  2. Find your 'Outside of form hours message' and 'Limit reached message' 👇

  3. Click 'Edit' in the bottom right.

  4. Edit your message ✏️

How do I customise my Temporary Disable messaging?

  1. Find the 'Suspended patient triage message' option:

  2. Click 'Edit' in the bottom right.

  3. Edit your message ✏️

  4. Click 'Save changes' when you're happy with your changes ☝️

💡 Note: you aren't able to change or remove the text stating when online enquires will resume. This text will reflect your Temporary Suspend settings.

FAQ

Can I amend the questions and messages on the medical request or admin query forms?

Whilst admins can amend the messages outlined in this article, there currently isn't a feature for admins to amend the questions within the medical request or admin query forms.

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: What information do patients submit?
Patient Triage: How to use Temporary Suspend for Patient Triage
Patient Triage: Reception Flow
Patient Triage: How to manage your Patient Triage inbound
Patient Triage: How to navigate the Settings
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