What is Accurx Patient Triage?

Accurx is an online service through which Parkside Medical Centre patients can contact the surgery to get help for medical problems. Accurx Patient Triage is open from 8am - 11am, Monday to Friday.

We aim to respond to your request within 48 hours (clinical enquiries) and 5 working days (admin queries)

Contents

  • What is Patient Triage?
  • What are the benefits to using Accurx Patient Triage?
  • What if I do not have access to the internet or struggle to complete forms?
  • What if English is not my main spoken language?
  • Will I get an appointment quicker if I call reception?
  • What happens after I submit a query for a Medical Issue?
  • What happens if I need an urgent appointment?
  • What If I have more than one medical issues that I need help with?
  • How do I submit an admin query?
  • Will I get a choice of which clinician I see?
  • What is a Self-Book Message?

Patient Triage uses quick a simple online form which patients fill in when they wish to contact the surgery. For medical issues it contains 3 questions, which should only take a few minutes to fill in. Whether you visit in person or contact us by phone our patient support team will no longer be directly booking your appointment.  

  • Easy to access  
  • No waiting on hold on the phone 
  • The surgery might be able to help more quickly and easily eg with text message advice or prescription, or referring you directly to an appropriate service 

This is only one of the many ways in which you can book an appointment with us, other ways in which you can book an appointment include:

  • Telephone 
  • Online booking via SystemOne online and/or NHS App
  • In person

 

In the same way that clinicians frequently use an official translation service on the phone, the patient support team will also be able to access this if the patient they are speaking to is on the phone or in person in the surgery.  

Our reception phone lines are very busy, Accurx Patient Triage offers another way in which you can contact the practice. 

Medical queries will be submitted to our triage team. A member of the team will respond to you within 2 working days. Conditions that need to be assessed on the same day will be prioritised. The triage team may send you a request for further information in the form of a short questionnaire specific to your issue or you may be sent you a Self Booking Link, this is enable you to book a future appointment. 

Conditions that require a same day assessment will be booked in on the same day or directed to an appropriate service. A member of our patient support team will contact you directly to arrange an appointment after your form has been triaged.

Please only submit one medical issue per Accurx Patient Triage form, so that you can add sufficient detail for each problem, to allow our team to appropriately deal with your request. 

There is an option to submit an admin query on the online form for general administrative issues such as requesting a letter from a doctor and fit notes. A member of the Patient Support Team will respond to you within 5 working days. 

There is an option to specify which clinician the patient would like to see. We will try to meet this request, availability permitting. 

Accurx are working hard on developing an improvement to the Self Booking links to enable you to select which clinician you would prefer to see. This improvement is expected in the near future. 

Our team may send you a text message inviting you to book your own appointment online.