Patient Triage

Appointments

The more detail you can add to your triage form, the easier it us for us to decide how best to help you. 

Our online triage system is powered by AccuRx and is open throughout our core hours of 8.00am to 6.30pm. AccuRx offers you 3 options when seeking our help:

1) I have a health problem

• This is to be used for all new/worsening health concerns. We limit the number of this type of triage that we can accept per day (our Safe working limit). If this option is not available, you should call the surgery if you feel your problem is urgent. Please do not use one of the other forms to bypass the system - the other forms will not be looked at the same day and by submitting an inappropriate form, this may result in a delay to your care. 

2) I have an admin query

• Is available throughout our core hours. Please only use this form for genuine administrative queries

3) I have a routine care request

• Is available throughout our core hours. Please only use this form for genuine routine care requests (e.g. cervical smear, routine immunisations). Please do not use this form to bypass the system - the other forms will not be looked at the same day and by submitting an inappropriate form, this may result in a delay to your care. 

 

For a detailed FAQ on the triage system, what do do, how to contact the surgery - please see below. 

Not able to get on line or have difficulty completing a triage form?

 

We understand not everyone is able to use a computer / mobile phone or has access to the internet. We are here to help ALL our patients. Please call the surgery on 01684 577029 if you:

 

• Experience difficulty completing the form, not technically able to, don't have access to the internet - or any reason - Just call.
  • We will submit a triage on your behalf.  This will be reviewed and assessed by a GP. Admin staff will NEVER clinically assess your triage.  Please bear with our admin staff who will ask you a series of pre-determined questions approved by our GP's to help assess, priorities and speed up the time it takes to get you seen by the best medical resource (This could be a GP, Pharmacy, Physio, Hospital, Nurse etc)
• Want to book / cancel / discuss a nursing appointment  (Non GP related)
• Anything else

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Patient Triage FAQ

What is a “triage”?

 

An assessment of patient requests / submissions in order to determine the urgency, nature of treatment and best resource to allocate patient.

The result of your submission (triage) could be a GP appointment (Face to Face OR telephone), a nursing appointment, referral to a local physio, referral to the hospital, pharmacy or in some urgent cases 999 or another service provided by the NHS.

 

Why does everything need to go via a triage?

 

The main purpose off the triage system is for a GP to clinically assess, prioritise and allocate the clinical demand off the practice to the most efficient and effective resource in a timely manner. 

 

What can I put through a triage?

 

This list is not exhaustive but to act a guide;

“I need to book an appointment to see my GP because …”

“The medication my GP prescribed have not worked and giving my side effects”

“I am concerned about my blood test results”

“I am phoning on behalf of my child who is not well”

“I need a sick note”

 

I don’t have access to the internet, smart phone, able to complete the form, struggle with or scared of technology and need to see my GP, what can I do?

 

Phone the surgery OR pop into the practice. Our admin staff will create a triage on your behalf.

 

Why do I have to explain my medical problems to the admin staff?

 

Our admin staff are specially trained and instructed to ask questions about your medical condition by using pre-defined questions created by a doctor.  Be rest assured, our admin staff DO NOT clinically diagnose your problem or offer clinical advice.  ALL feedback you receive from our admin staff is based on pre-defined questions or instructions by a Doctor.

 

I want to cancel / check / amend my appointment

 

Phone the surgery or if you receive a text message reminder you can cancel via the link.

 

Why does the triage close at different times of the day?

 

Administrative queries and routine care requests will be available throughout our core hours of 8.00am to 6.30pm Monday to Friday. Patient triage for new/worsening or changing health problems may be paused when a safe capacity of triages have been received. This allows us to ensure that we can work safely to support those most in need. 

Please also see our patient charter: Whiteacres Patient Charter

If you need to see a GP urgently, please call the surgery.  We have a duty GP working throughout the day dealing with any urgent issues

 

 

What can I do if the "I have a health problem" section is closed, AND I have an urgent problem / medical query and need to see a GP?

 

Phone the surgery, explain you have an urgent issue.  Our admin staff will then seek advice from the duty GP

 

I have a general / routine nursing query, what should I do?

 

Phone the surgery or submit a triage form

 

I have a general admin query that is not medical, (EG, What time are you open, who is your Practice Manager, have you received my paperwork, have you received my rest results) what should I do?

 

Phone the surgery or submit a triage form

 

Can I request a Doctor’s appointment in advance?

 

Yes.  If the Doctor feels the appointment delay will not put you at risk, this can be arranged.  When submitting your triage, please state your availability and you want an appointment later on.

 

I work 9 till 5 and have difficulty answering the phone at work / bad reception where I work, what can I do?

 

When submitting your triage please state a possible window (eg your lunch break).  Our doctors will try their best to call within the times specified but this is not always possible.  Or you can call and speak with admin staff.

 

Each time I try to access the "I have a health problem" triage it is closed or my work pattern prevents me from logging on in the morning but I need to see my GP, what can I do?

 

Call the surgery explaining the difficulty.  Our admin staff will either submit the triage on your behalf and/or speak to the duty GP. Please do not use an unsuitable admin/routine care request form; these forms will not be looked at the same day and this may cause a delay to your care.

 

Can I attend the surgery to book a nurse appointment?

 

Yes. For example if you have been asked by a GP to book a nursing appointment (eg blood test) please call the surgery.  However there may be occasions where by a triage submission may be needed as the nursing appointment may need GP input.

 

I have not seen my GP for a while and with the recent changes I don’t know what to do

 

If you have a medical concern, phone or pop into the surgery.   Our staff are fully aware not all patients are familiar with technology.  Please pop in, or call the surgery if you have any medical concerns – we are here to help.

 

Can reception make me an appointment with the GP?

 

Admin staff cannot directly book a doctor’s appointment. All requests must go through our triage system. The triaging GP will review and action your triage. If an appointment is needed, the triage GP will make that decision.

 

If I contact the surgery and say I want an urgent appointment what happens next as you state that reception will no longer be making appointments?

 

We have a duty doctor working 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 doctor will ask the patient to fill in the triage form & attend to your query within given turnaround time.

 

How long will it take to hear from the practice?

 

For all "I have a health problem" issues the practice will review your triage the same day and offer you an outcome within an appropriate time scale. If you have not heard back within 24 hours, please call the surgery.

For "I have an admin query" or "I have a routine care request" submissions these will be reviewed within 1 working day. 

 

Can I request an appointment on behalf of someone else?

Yes, you can submit the form on behalf of the patient (although please write on the form that you are doing so) and can put the contact number that we should either contact the patient or their representative on. Please note that due to patient confidentiality we cannot always discuss everything unless they have explicitly given permission for us to do so.  This is patient specific and at the discretion of the Doctor.

 

Can I request to see a particular Doctor?

 

Yes you can.  When submitting your triage, please state which GP you would like to see.   We will try to meet your expectations, but please note, this is not always guaranteed (Subject to availability).

 

If you need help when we are closed

 

• Use NHS 111 online (111.nhs.uk) 111 online is for people aged 5 and over or Call 111 if you need help for a child under 5.
• Out of hours information
• If it’s a life-threatening emergency call 999.

Home Visits

 

Home visits are available for patients who are either housebound or unable to visit the Surgery due to illness. All home visits will be organised by a clinician, with more serious or urgent visits taking priority.