đ Where Patient Triage requests appear
Once a patient submits a request, it arrives directly in your teamâs Accurx Web Inbox. This supports a triage-first workflow, allowing your team to review requests, decide next steps, and respond appropriately without defaulting to an appointment.
To make sure youâre viewing the right requests:
1. In the top-right corner of Accurx Web, click the workspace switcher icon.
2. Select the specific Workspace your service uses for Patient Triage.
3. All incoming requests will appear in the Patient Triage folder in the left-hand sidebar.
đˇď¸ Understanding request labels
Each request is clearly labelled based on your form setup (e.g., Medical Request or Admin Request). These labels help your team:
Quickly understand the type of request
Assign work to the right person
Prioritise urgent or clinical issues
Note: request type (admin or medical) can't be changed after submission. However, requests can be reassigned to another team inbox for review by clinicians. New team inboxes can also be created if necessary. Just click the green bubble in the bottom-right corner to get in touch. Customization Limitation: Patient Triage questions are built-in and cannot be edited or customized. If you wish to disable the feature, it must be turned off entirely, as selective question editing is not supported.
đ Notifications and monitoring
Team members with notifications enabled for a workspace will be alerted when new requests arrive.
Notifications appear:
Next to the âPatient Triageâ folder in Accurx Web
As email notifications, if enabled. (Click here for more information on email notifications).
We recommend that at least two team members are responsible for monitoring Patient Triage requests to ensure continuity during leave or busy periods. Teams should agree locally on how quickly requests are reviewed (for example, within 2 working days).
âď¸ How to action a Patient Triage request
When reviewing a request, your team can:
Read the information submitted by the patient
Reply to the patient using secure messaging
Add an internal note for colleagues
Assign the request to a specific team or colleague
Proxy Submissions: If a patient is unable to complete the triage form themselves (e.g., due to age or other limitations), and you are speaking directly with the patient, select "Patient" and enter their details. Use the proxy option only when a third party, such as a carer or relative, provides the information on the patientâs behalf.
Copying information to other systems
Accurx Web does not automatically write Patient Triage requests into clinical record systems.
If needed, you can:
Copy the request content from the conversation
Paste it into your local clinical system or notes
This keeps teams in control of what information is recorded and where.
â Marking requests as "Done"
Once a Patient Triage request has been reviewed and actioned, it can be marked as Done.
This:
Keeps the Inbox focused on active or âOpenâ requests
Allows completed requests to be found later if needed
Requests marked as Done can be viewed in the Done folder.
đ¤ Working safely as a team
Accurx Web supports multi-user working, so team members can see when others are viewing or replying to a request. This helps avoid duplication and keeps responses coordinated.
If you canât find a request
If a patient says theyâve submitted a request but you canât find it:
Check both the Open and Done views in the Inbox
Confirm youâre in the correct workspace
Patients see a reference ID on their confirmation screen after submitting a request. If you can't find the request, please contact the Accurx Support with this reference ID, and weâll help locate it.
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. đ