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Patient Triage in Secondary Care: Managing patient requests in the Accurx Inbox

Find out how Patient Triage requests arrive in Accurx Web and how your team can efficiently manage, assign, and action them.

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Written by Ben Davies

šŸ” Where Patient Triage requests appear

Once a patient submits a request, it arrives directly in your teamā€™s 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 youā€™re 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.

šŸ·ļø 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

Changing a requestā€™s type

If a request has come in as the wrong type, you can change it between Admin and Medical from the conversation:

  1. Open the request.

  2. In the actions row at the top of the conversation, click the button showing the current type (Admin or Medical).

  3. Under Request type, select the new type.

The request moves to the new filter immediately. A note is added to the conversation showing who changed it. If you change it by mistake, click Undo on the confirmation screen, or change it back the same way.

šŸŸ” Please note: You canā€™t change the type of a request thatā€™s been marked as done.šŸŸ” Please note: Patient Triage questions are built in and canā€™t be edited or customised. To stop using Patient Triage, turn it off entirely.

šŸ”µ Tip: You can also reassign requests to another team inbox for review by clinicians. If you need a new team inbox, use the message bubble in the bottom-right corner.

šŸ”” Notifications and monitoring

Team members with notifications enabled for a workspace will be alerted when new requests arrive.

Notifications appear:

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).

āœļø 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

  • Change the request type between Admin and Medical if itā€™s been submitted as the wrong type

  • 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 patientā€™s 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.

āœ… 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 ā€œOpenā€ requests

  • Allows completed requests to be found later if needed

Requests marked as Done can be viewed in the Done folder.

šŸ¤ 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 canā€™t find a request

If a patient says theyā€™ve submitted a request but you canā€™t find it:

  1. Check both the Open and Done views in the Inbox

  2. Confirm youā€™re 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 weā€™ll 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. šŸ‘‰

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