We used to have a hundred-yard queue outside the surgery at about eight o'clock in the morning. It was like Glastonbury tickets – all appointments were gone within an hour. Patients got fed up with waiting on the phone. The triage and booking system didn’t work well.
A patient gets in touch with the practice in-person, over the phone or online.
The patient is asked to submit a Patient Triage form using a URL link, if they haven’t already.
The patient completes the request – or goes through the form with a receptionist if they’re unable to themself.
All patient requests flow into one triaging inbox with shared visibility for the whole team.
The reception team assign requests to GPs, pharmacists and other clinicians with the guidance of the triage doctor.
The GP lets the patient Self-Book an appointment if one is needed, which can be delivered by phone, video or in-person.
Find out how you can move to a total triage model with Accurx.
Patients could rest assured that their information would get safely to their clinician. Using Accumail meant the patients’ blood pressure journey wasn’t impeded. We’ve had clinicians using it in general practice and community pharmacies – both loved it.
were resolved within 48 hours, with an average response time of 30 minutes
were booked in with Self-Book
were completed by patients, giving the team vital information
were sent to NHS professionals outside the practice via Accumail
When we got Accurx, it [the triage process] got so much easier. Patients love the system. It's quicker – they don't have to wait around. I'd tell all the other surgeries to get it – 100%. Before this, we had phone calls coming in non-stop. It's still busy but it's calmed down a lot.'