Online Triage Service

Why is a change needed?

As a Practice we understand that the long waits that many patients were having on the phone and the ‘8 o’clock rush’ whilst being common to so many practices, were not acceptable.

 

In line with the NHS England national plan to restore primary care access, we are going to be introducing an online triaging system in April, using AccuRx. On AccuRx, patients can register a non-urgent query on anything from requesting a consultation to checking a prescription. A GP will then review each query. Patients who need an appointment are either allocated one directly or sent a link to book one when it suits.

 

This new way of booking appointments should mean that patients are being booked into the right appointment, with the right person in the right time frame. This approach will also make the process of booking appointments fairer for all patients. 

How does it work?

Patients can find the online triaging system either through the NHS App or on our practice website https://www.bournbrookvarsitymedical.co.uk/. We encourage patients to use the online facility instead of phoning us if they can. This reduces call waiting times and gives us enough capacity to speak to those patients are not able to complete the form online. All queries are rapidly screened for urgency. We have a maximum 24-hour turnaround, but in practice we respond well before this, often the same morning or afternoon.

 

Our Reception Team are going to be working hard to help those who need support to use the new system for the first time. As a result these conversations may talk longer, so it is possible that wait times on the phones will increase.

 

We have created a step by step guide showing you how to submit requests : Patient guide to sending requests

Frequently asked questions

  • Will I be able to choose when I am seen, i.e. Day/ Time?

On the online form one of the boxes asks 'Please tell us the best times to contact you'. We will then try our best to accommodate your request, however this cannot be guaranteed.

 

  • Why have I been directed to a Pharmacist when I expected to see a GP?

Based on the information you have provided on the form, the triaging GP will signpost you to the most appropriate service. This may be referring you to a local pharmacy to be seen under the Pharmacy First scheme, an appointment here with one of our Additional Roles members of staff (i.e. paramedic, musculoskeletal practitioner, physician associate) or with one of the GP’s.

 

  • What if I don’t have internet access or would rather speak to someone?

Our Reception Team will be able to take the details for you over the phone and submit the request on your behalf to the GP to triage.

 

  • What if my problem is urgent?

Our triaging GP will be reviewing the requests throughout the day, and we will have same day appointments available for patients with urgent problems to be booked into.

 

  • What if I don’t get a reply from the Practice?

All requests will be responded to, we have a maximum 24-hour turnaround, but in practice we respond well before this, often the same morning or afternoon. If you are concerned that your request has been missed, please contact our Reception Team who can liaise with the triaging GP.

 

  • Who replies to my message?

The triaging GP will review your message and either reply directly or pass instruction onto our Reception Team to contact you.

 

  • What if I don’t have a medical problem but just need a sick note or I have another admin query?

You can also submit admin queries – you just need to select this option when you first click on the ‘Contact Us’ button.

 

  • Do I have to answer all of the questions, I only need a very quick answer.

Yes – providing us with all the relevant information will aid the GP to triage your message and signpost appropriately.

 

  • How do I access the form?

The form is found when you click the ‘Contact Us’ button on the homepage of our website. We have created a patient guide on how to submit requests Patient guide to sending requests

 

  • Can I still ring to book an appointment?

You can still contact our Reception Team over the phone, however rather than directly booking an appointment for you, they will direct you to fill in an online form. If you are unable to do this yourself, they will take the details from you over the phone and fill the request in on your behalf.

 

  • Why can’t I book an appointment on the NHS App anymore?

As this is a total triage approach, all appointments that are booked are triaged by a GP first, meaning they are not available for direct online booking.

 

  • How do I request that I see a GP face-to-face?

One of the questions it asks on the online form is ‘How would you like us to help’ – in here you could answer what your expected outcome is.

 

  • What if I need a home visit?

As above, one of the questions it asks on the online form is ‘How would you like us to help’ – in here you could answer what your expected outcome is.

 

  • How long will it take to hear back from the Practice?

We have a maximum 24 hour turnaround time, however in practice we respond a lot quicker than this – a lot of the time being the same morning/afternoon.

 

  • How quickly can I get an appointment?

Based on the problem you have described an appropriate appointment will be booked for you – in a time frame that is appropriate for the problem you have described. This could be the same day for an urgent problem, 1-2 days’ time, 1 week ahead or 2 weeks ahead.

 

  • What if I miss a phone call from the Practice?

We will try twice to contact you, if you miss both of these phone calls we would ask for you to complete another online form.

 

  • What if my problem is very complex?

Once the GP has reviewed your request if further information is required they will contact you either by phone or sending you a text message with a link to respond to provide further information.

 

  • Can I request that I see the same GP each time?

One of the questions it asks on the online form is ‘How would you like us to help’ – in here you could answer what your expected outcome is. We understand the importance of continuity, so when the GP is triaging your request if they can see that it would be most appropriate to book an appointment for you with a particular GP they will do this where possible.