What is a “total triage” model?
A total triage model ensures that all incoming medical requests received by a surgery (both online and via the phone) enter a central inbox which is fully integrated with our medical records system. In our case, this system is called Accurx which is widely used across Primary Care as a tool to communicate with patients and the current tool we use to allow patients to submit their requests online.
All requests are then reviewed by a member of the Clinical team and assigned to the correct person or team to action within a clinically appropriate timeframe. Patients are then contacted by the appropriate member of the surgery team with an outcome to their request. This could be a resolution of the issue; provide signposting information or to book an appointment for a later time/date with the most appropriate clinician.
Why are you changing?
We believe that this change of model will lead to a number of benefits for both patients and staff, including:
- Moving to a model where requests are triaged by a clinician will help to ensure that all patients get the right care from the right person within the right timeframe.
- Moving to a total triage model will take us away from an effective “first come, first served” approach and remove the need for patients to contact the surgery first thing in the morning and wait in long phone queues.
- This also ensures that all patient’s requests are dealt with fairly and equitably, enabling urgent requests to be prioritised and actioned more quickly.
- Centralising all requests in one inbox will allow our team to better manage demand and capacity, contributing to a safer environment for both our patients and staff both now and in the future.
What is Accurx?
Accurx is an NHS-approved software supplier. The Meadows Surgery uses Accurx to manage patient requests, request additional information from you and send you messages about your care.
Accurx is also set up for patients to submit their requests online with no log in required.
For more information on Accurx visit: https://www.accurx.com/patient
Does this mean that I have to contact you online now?
No, although we do encourage you to submit you requests online as the quickest and easiest way to contact us if you are able to.
Rest assured that our reception team are still available to take your call and submit your request on your behalf – to enable this our receptionists will follow the same question set that is available to patients online.
You can also visit the practice in person to submit a request although we encourage you to use the online or phone routes for confidentiality reasons as our reception team would still need to ask you the same questions and would not be able to book you an appointment directly at the desk.
What questions will I be asked?
Whether you submit your request online or by speaking to one of our reception team, you will be asked the same six questions. Please answer these questions with as much detail as possible to support our clinical team in triaging your request. The questions are as follows:
- Please describe the medical problem (you can also upload photos online if appropriate)
- How long has this been going on for? Is it getting better or worse?
- Have you tried anything to help?
- Is there anything you are particularly worried about
- How would you like us to help?
- Please tell us the best times to contact you
How do I access Accurx to submit an online request?
You can access Accurx via our website homepage: https://themeadowssurgery.co.uk/
Once you have accessed our website, click the pink “Request an Appointment Online” button which appears below the photo of the surgery.
You can also easily access Accurx by clicking this link: https://accurx.nhs.uk/patient-initiated/l85061 This link will not change, so you can also favourite/bookmark this link in your web browser or on your mobile device for quicker access in the future without having to visit our website!
Accurx does not require any login details, however if you have already signed up to the NHS App, you can use your log in details to save yourself time inputting your personal information.
How do I sign up for the NHS App?
For help and guidance on the how to sign up for the NHS App, you can visit: https://www.nhs.uk/nhs-app/
How long will I have to wait to hear back from the surgery? What does clinically appropriate timeframe mean?
In a total triage model, a clinician will review every request that is received both online and via the phones and prioritise them based on clinical need and urgency. This may mean that in some cases where a request is identified as more routine, there may be a slightly longer wait.
That said, we do expect this new model to improve access for all patients and ensure that all requests are assigned to the right person at the right time.
I don’t want to share lots of detail with the receptionist, what can I do?
Our reception team are an integral part of our wider surgery team and are there to help and support you. To do this they will ask you the questions detailed above regarding your medical issue. We encourage our patients to share as much information as possible to support clinicians when triaging and getting patients the right help at the right time.
We would like to reassure patients that all our staff are subject to our strict confidentiality agreements when it comes to patient data. An alternative method of submitting your request is by following the same question set online – your request will then be delivered directly to the triaging clinician.
Is there any change to the way in which you process or share my data?
Our Data Privacy Notice will be updated to reflect this change. To access our most current Data Privacy Notice, please navigate to the bottom of any page on our website and click the Data Privacy Notice.
We would like to reassure all of our patients that Accurx is an NHS accredited supplier and is subject to stringent standards which are set by the NHS and Government. For more information, please visit Accurx’s website at: https://www.accurx.com/security-for-patients
