Smart Triage Questions (STQs) is an AI feature that helps gather more information from patients when they submit a Patient Triage request. Instead of a GP having to follow up because a patient’s request didn’t include enough detail, the AI automatically asks the patient a few short, simple questions while they’re still filling in the form.

For example, if a patient submits a request about a rash but doesn’t mention how long they’ve had it, the AI might ask:

The patient’s answers are sent straight to the Accurx inbox alongside the patient's responses to the core Patient Triage form, giving the clinician a fuller picture to enable more effective triage.

Smart Triage Questions is registered with the MHRA as a Class I medical device.

The full Instructions for Use and Product Label are available here.

If a patient uses the back button to change their initial symptom description, the AI questions will regenerate to match the updated information. A warning banner explains this to the patient before they go back, and any previously entered follow-up answers will be cleared.

When a patient submits a triage request, the AI reads their submission and automatically generates up to 5 simple follow-up questions to fill in any gaps.

It’s important to understand what the AI does and does not do:

As a user, you don’t need to do anything to trigger these questions - they are captured automatically during the patient’s submission.

Once a patient submits their request, any answers given to Smart Triage Questions appear directly within the request in your Accurx Inbox, alongside the standard triage information, so that you have all the context in one place.

STQs use generative AI and may include errors. Only copy them or save them to record once they have been verified.

A small icon appears on any request with AI-generated content. Clicking the icon opens a pop-up with more information about how the feature works.

In the inbox, you can use the thumbs-up or thumbs-down icon for each set of questions to let Accurx know whether they were helpful. You can also use the 'Report' link if you spot a clinical safety concern. This feedback helps improve the feature over time.

If you are aware of a serious incident that has occurred in relation to STQs please report it to Accurx via the in-product ‘Report’ link. Please also inform the MHRA.

Once enabled, you will start seeing the Smart Triage Questions in your incoming Patient Triage requests.

The “How AI was used” link appears on both the patient information page and the questions page, linking to this support article explaining what the AI does. Patients always know AI is involved before they answer.

Governance documentation

Smart Triage Questions is a new feature within Patient Triage and is being made available to all practices that use Patient Triage.

We recommend your practice reviews the documentation below as part of your clinical safety and information governance processes before the feature goes live:

Will Smart Triage Questions switch on automatically when we accept the Accurx DPA?

Yes. If your practice has accepted the most recent Accurx Data Processing Agreement (DPA), Smart Triage Questions will be enabled for your practice. You don't need to switch it on yourself.

How can we switch Smart Triage Questions off?

If you'd like to turn Smart Triage Questions off for your practice, complete the Smart Triage Questions opt-out form. Opt-outs will be enabled within one working day.

Why is Smart Triage Questions switched on automatically, rather than practices opting in?

Smart Triage Questions is a new feature within Patient Triage, not a separate new product. Like other improvements to Patient Triage, it's being made available to all practices that use Patient Triage.

The opt-out approach means every practice gets the improvement by default, while the decision still stays with the practice. Practices that would prefer not to use Smart Triage Questions can opt out using the opt-out form.

We recommend reviewing the clinical safety and governance documentation in our Trust Centre as part of your practice's own processes.

We'd welcome your feedback on how you'd prefer to hear about new features and changes. Please get in touch using the message bubble in the bottom right-hand corner of this page or email support@accurx.com.

Will patients always see follow-up questions?

Not always. The AI only generates questions when it thinks something important is missing from what the patient has already written. If a patient provides a very comprehensive initial description, or the request is very straightforward, the AI may determine that no further questions are needed.

Which forms do Smart Triage Questions appear on?

Smart Triage Questions only appear on the ‘I have a health problem’ Patient Triage form. It does not appear on admin request forms.

Do Smart Triage Questions appear on Reception Flow requests?
Smart Triage Questions appear on Reception Flow Medical requests for practices that have the feature enabled, in the same way they appear for patients using the online form.

What format are the follow-up questions and answers?

Both the questions and the answers are free-text.

Are practices able to edit other questions in the Patient Triage form?

Practice-level customisation of the Patient Triage form isn't available, and will not be part of this release.

Can patients ignore the questions?

Yes. All the questions are entirely optional. Patients can skip the questions and continue submitting their request as normal.

What if a patient doesn't want their request to involve AI?

Each practice decides how it wants patients to contact them and submit requests, including whether Smart Triage Questions is switched on. Smart Triage Questions can't be switched off for individual patients within the Patient Triage form.

Patients can skip the Smart Triage Questions and submit their request without answering them. However, the health problem description they enter is still processed by the AI to generate the questions, even if the patient chooses not to answer them.

If a patient tells you they don't want to use a form that involves AI, it's up to your practice to decide what alternative route, you offer them (for example, submitting their request by phone or at reception). We recommend agreeing an approach as a team so that patients get a consistent answer.

Our practice has opted out of Smart Triage Questions. Why do the Patient Terms of Use still mention AI?/ Patient doesn't want to accept terms of use.

Our Patient Terms of Use cover several different features and the many organisations that use them, so they describe AI features that organisations can choose to use. They say these features "may" be used, and the AI sections only apply where an organisation has them switched on.
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If the patient would still prefer not to use the online form, your practice should decide what alternative route you offer them, such as submitting their request by phone or at reception

What if a patient mentions more than one health concern?

When a patient raises multiple concerns, the AI will generate questions for each one rather than prioritising one over another. The goal is to give the GP the most useful clinical information possible.

Will Smart Triage Questions generate if a patient writes in another language?

Smart Triage questions will only generate in English for this release. Where the AI detects that a patient has written in another language, it is instructed not to generate questions. The same applies to practices with translation mode enabled.

Is patient data used to train the AI?

No. Patient data submitted through Accurx is not used to train the AI model.

What is the environmental impact of Accurx using AI?

We take the environmental impact of AI seriously. Accurx has a published Carbon Reduction Plan, committing us to Net Zero by 2040 in line with the NHS, and we publish an independent carbon footprint report annually. We also complete the NHS Evergreen Sustainable Supplier Assessment each year, achieving Level 2 in 2025. We aren't currently planning a dedicated report on AI's environmental impact, but it's something we'd look to explore as our AI products mature, and we'll continue to be transparent about our broader sustainability commitments.

Will the AI questions affect the Patient Triage form?

No. The core Patient Triage form is unchanged. Smart Triage Questions are optional and an additional stage to the Patient Triage form. If they don’t load in time, they are automatically skipped, so patients can always complete their request without interruption.

Do the AI questions count as additional SMS fragments?

No. Smart Triage Questions are part of the existing Patient Triage online form and do not affect SMS usage.

Are GPs liable if the AI gets something wrong?

As with any clinical software, GPs remain responsible for the decisions they make using it, and that's no different with AI.
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Our AI features are designed to support clinical decision-making, not replace it, which is why there is always a clinician in the loop. We take our responsibilities seriously and have built in a number of safeguards, including clear AI disclosure notices for both patients and users.

Our AI features also undergo rigorous evaluation before pilot and wider release and are subject to ongoing monitoring and post-market surveillance. While we work hard to ensure our AI performs reliably, no AI system is perfect. For practical guidance on using AI safely and responsibly in primary care, the MDU has a helpful resource here.

Is it safe?

Smart Triage Questions has undergone rigorous clinical testing, including review by GPs, readability checks to ensure the questions are easy to understand, and security testing before going live. It is registered as a Class I medical device with the MHRA.

When will it be available?

Smart Triage Questions is rolling out to practices in phases from 14 October 2026. Availability is limited in some regions to begin with — if you're not sure whether it's available for your practice yet, contact our support team and we'll check for you.

If you have any questions or feedback, please contact our support team using the message bubble in the bottom right-hand corner of this page. 👉