NEW APPOINTMENT TRIAGE SYSTEM – ACCURX TRIAGE
Dear Patient,
We are always trying to help you gain access to appointments, so we are now introducing a new online triage system named Accurx Triage which we hope many of you will find very helpful. We want to make sure patients are getting the advice they need at the right time from the right person the first time they contact the surgery. We have spent many months researching systems and we believe Accurx Triage is the best option for you as patients and for us as a surgery.
From 17th June 2024- it will be the only way to submit any non-urgent medical & all admin queries – https://florey.accurx.com/p/G84011
We know many of you will have questions about how accurX Triage system will work and worries about the effect it will have on your care and hopefully this information should help address those concerns.
Firstly, here is an example of what you will be asked to fill in the triage form
What if I do not have access to the internet or struggle to complete forms?
Please telephone the reception and they will fill in an abbreviated form on your behalf.
Can reception make me an appointment instead?
From now on, whether you visit in person or contact them by phone, they will no longer be booking you routine doctor’s appointment. They will help you complete the form for medical query if you struggle to do it yourself.
If you contact the surgery and say you want an urgent appointment what happens next as this linformation states that reception will no longer be making appointments?
We will have a duty doctor every day to deal with emergencies. There will be an option of booking urgent appointments with the duty doctor on the day, but if not medically urgent, the duty doctor will recommend a routine appointment to be made.
How long will it take to fill in the form?
For medical queries if will take 5-7 minutes. For administrative or simple issues it is shorter
- Examples of admin issues are – to ask about recent tests, to get a repeat prescription, to ask about a fit (sick) note.
- Examples of simple issues are – change of contact details such as a mobile number
How long will it take to hear from the practice?
For all medical issues the practice will get back in touch at the latest by the end of second working day after you submitted your query but much quicker in urgent cases.
When the surgery contacts you it will either be by text, email or by a phone call. You may be offered either an appointment, advice, or help direct and arrange your care from appropriate healthcare services in the community that we work with, such as a social prescriber, pharmacist, nurse etc.
Why do I need to complete a form or answer the questions the reception team ask me?
So that the team who look at all the information submitted can provide you with the appointment or advice you need with the right person in the right time period. Eden park Surgery now has a number of additional practitioners working alongside the GP’s. These include First Contact Physiotherapists, Social Prescribers/Community Connectors, a Practice Pharmacist and a Trainee Nurse Associate. It may be more appropriate for you to see or speak to them.
Will I get an appointment quicker if I speak to reception instead?
As per the previous answers, the reception team will no longer be making routine GP appointments with patients directly. All methods of completing the triage forms, either online, in person or over the phone and these will be assessed equally.
I don’t feel comfortable telling reception about my medical issue
Please be assured that anything you discuss with a receptionist will be treated with absolute privacy and respect. All staff within the Eden Park Surgery’s team, including receptionists, sign a confidentiality agreement, meaning anything you discuss with them is not shared inappropriately.
What if English is not my main spoken language?
In the same way that clinicians frequently use an official translation service on the phone the receptionists will also be able to access this if the patient they are speaking to is on the phone or in person in the surgery.
Will I have to fill in the same questionnaire every time I need an appointment?
For each new contact you will be asked to fill in an online questionnaire. However, follow up appointments are normally arranged by clinicians who will often ask patients to speak to reception to book subsequent appointments for relevant investigations such as blood tests and then, following that, book a follow up appointment with the GP or other clinician.
Does this mean I won’t see a GP anymore?
No the idea is the opposite. AccurX Triage is just a preliminary way of collecting information to ensure you are seen by the right person in the right way, not a way of deflecting medical issues that need contact with a GP.
We will continue to update this document as we identify any other commonly asked questions or concerns that any of our staff are hearing.
Thank you for your co-operation during this time of change towards better access.
Yours sincerely,
Eden Park Surgery Team