Patient Triage

Manage your patient demand from a single toolbar.

What is Patient Triage?

Patient Triage is a web-based online consultation tool that allows patients to submit a short medical or admin query directly to your Accurx toolbar.

Get access for your practice today

Click on the link below to request a 6 month free trial.

Sign up for a free trial

Why use Patient Triage?

One platform to manage incoming demand

All incoming patient communications come directly to your Accurx toolbar.

Fully integrated with EMIS and SystmOne

Save incoming queries to the patient record with just 1 click.

Schedule out of hours and temporary disable

Can be temporarily disabled for scheduled periods such as out of hours.

What can Patient Triage do for you?

Full integration with EMIS/SystmOne

Save the request to the patient record in one click.

Manage incoming demand

Schedule out of hours and temporarily disable.

Appropriate signposting

Automatically redirect patients to local prescription service, 111, 999, NHS advice when needed.

All in one solution

All patient communications dealt with via Accurx in a user friendly format.

Save time

Match patients, review and action requests without leaving your clincial system.

Focus on patient concerns and expectations

Get the most relevant information from your patients.

Accessible

No app to download or log in required.

Quick

With a short and simple set of questions, we have a very high completion rate of forms.

Upload images with your request

If relevant, upload an image with your request so that you can receive the highest quality advice from your practice.

Easy to use

Over 80% of patients find the form ‘easy’ or ‘very easy’ to use.

How it works

1
Patient sends a request into your practice using your unique practice link e.g. from your website.
2
Request enters the inbox on your Accurx toolbar.
3
You choose the best course of action to deal with the request.

How do incoming requests look from a practice perspective?

The main difference Accurx has made is the speed in which we can go through new requests. It is amazing working with a single workflow and everything recording into EMIS.
Dr Dave Triska, GP Partner at Witley Surgery

Frequently asked questions

How to get started?

There is no app involved with Patient Triage, so once you have your unique practice Patient Triage link, you can go ahead and share this with patients in any way you like. This article runs through how to get your link and share this with patients.

Find out more

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Step by Step guide:

Patient Triage is live with your patients as soon as you share your link. However, before sending your link, we recommend you follow our step-by-step guide to be as prepared as possible.

Find out more

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Is this going to lead to a lot more patients getting in touch with the practice?

Whilst we've made the form accessible for patients, practices who have tracked patient contact throughout rollout have found that phone calls are replaced with online access, but total requests haven't gone up. However, we recognise this as a valid concern.

We'd recommend that practices who are nervous about this go for an incremental roll-out with patients to build confidence in the new process.

For example, some practices put the link on their website but don't promote it largely at the beginning. It's less likely a lot of patients will use Patient Triage at once if it is not advertised. Then, once a practice has built confidence they then share Patient Triage with more patients through methods such as batch texts.

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What can we do to redirect patients / local sign-posting?

~10% of patients will choose to see online advice rather than submit a request, and patients requesting repeat prescriptions can be redirected to other online services if you already use them. We recommend saving custom templates with local advice to common questions.

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Why doesn't Patient Triage use AI or algorithms?

From our research, we have found that AI can over-triage patients - i.e. send far more people to urgent services / A&E than what is needed or appropriate. At the moment, we don't think anything can replace a human's ability to triage, so we are focused on trying to make this process as quick and efficient as possible. For example, some requests can be dealt with by a quick text response with an information link, rather than the patient making an appointment.

We want to make sure that we gather sufficient information from the patient and the patient understands this information is relevant to the query to avoid patients giving up or calling the practice anyway if they don't understand or get an outcome they expect.

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Does Accurx Patient Triage integrate with the NHS app?

Yes, Patient Triage is now integrated with the NHS App!

This means that patients can submit requests directly from their NHS App into your practice. These requests will come into your Accurx toolbar for you to action, in the same way they do now. For more information on how this works, see our support article here.

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What safety features are there?

Patients are advised that Patient Triage is not for urgent queries, as requests might not be seen by the practice for a number of working days.

Patients are directed towards 111 or 999 services for more urgent requests, and there is a customisable option to switch on an 'out of hours' message, which directs patients to local out of hours services outside of 08.00 - 18.00h, weekends, and Bank holidays (this article explains how).

Before submitting a medical or admin request, patients must confirm they have no 'red flag' symptoms. If they do, they are advised to seek more urgent medical attention, and they cannot proceed to submit a requestUpon submission, patients are reminded that the practice may not see their requests for the defined amount of time, and advised to seek more urgent medical attention if they deteriorate

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