Contact Us via Our Online Triage Form

Accurx Patient Triage is our online consultation system which allows you to contact the practice about a medical problem or an administrative query without needing to wait on the telephone. You will be asked to complete a short online form explaining what you need help with. Your request will then be sent securely to the practice, where our team will review the information and decide on the most appropriate next step. This could include advice, signposting to another appropriate service, a telephone consultation, a face-to-face appointment, a message from the practice, or another suitable outcome depending on your needs. Accurx Patient Triage does not automatically book you an appointment. Your request is reviewed first so that we can make sure you receive the right care from the right person.

How do I submit a request?

You can access Accurx Patient Triage through our practice website: Accurx Link:

Choose whether your request is:

a medical request, or
an administrative request.

You will then be asked a series of questions about your request. Please provide as much relevant information as possible. This helps our team understand what you need and deal with your request more efficiently. You do not need to download an Accurx app or create an Accurx account to use Patient Triage.

Do I need an email address to use Accurx Patient Triage?

No. you do not need to have a verified email address to submit an Accurx Patient Triage request. You will be asked for information that helps identify you and allows the practice to contact you. Please make sure your contact details, particularly your mobile telephone number, are up to date.

What if I cannot use online services, do not have internet access or have a language barrier?

Please do not worry. We understand that not everybody is able or comfortable using online services. You can still contact the practice by telephone or in person. Our Reception Team can help you and, where appropriate, can complete an Accurx Patient Triage request on your behalf. This means that patients contacting us online, by telephone or in person can still have their request recorded and directed to the appropriate member of the team. We hope that patients who are able to use the online service will choose to do so, as this can help reduce pressure on our telephone lines and allows our team more time to support patients who need additional assistance.

Can I use Accurx Patient Triage through the NHS App?

Accurx Patient Triage has integrated with the NHS App, allowing patients to submit requests to our GP practice via it.

What happens after I submit my request?

Once you submit your request, it will be received by the practice and reviewed by the appropriate member of our team.

Depending on what you have contacted us about, we may:

send you advice or information;
ask you for some additional information;
signpost you to another appropriate healthcare professional or service;
arrange a telephone consultation;
arrange a face-to-face appointment;
send you a link allowing you to choose from suitable available appointments;
arrange another appropriate outcome.

Requests are assessed according to the information you provide and the urgency and nature of your problem.

Submitting an online request does not automatically mean that you need, or will receive, a GP appointment.

What if I want to see a specific GP or healthcare professional?

Please tell us in your request if you would prefer to see or speak to a particular GP or healthcare professional. We will try to accommodate your preference wherever possible, particularly where continuity of care is important. However, we cannot guarantee that a particular clinician will be available. Your request will also be assessed so that we can offer the most appropriate clinician and timeframe for your needs.

What if I want to book an appointment in advance?

The practice will review your request and decide the most appropriate next step. If an appointment is required, we may book this with you directly or, where appropriate, send you an Accurx Self-Book link allowing you to select from suitable available appointments.

Will all clinicians be available through Accurx Patient Triage?

Accurx Patient Triage is primarily a way of contacting the practice and having your request assessed rather than a list of clinicians available for direct booking. Depending on your needs, your request may be dealt with by or directed to an appropriate member of our wider healthcare team.

This could include a:

GP;
Advanced Nurse Practitioner or other advanced clinician;
Practice Nurse;
Healthcare Assistant;
General Practice Assistant;
Phelobomist;
Clinical Pharmacist;
First Contact Physiotherapist;
Mental Health Practitioner;
Social Prescriber;
or another appropriate member of the practice or wider healthcare team.

The most suitable option will depend on the nature of your request.

Are all appointment types available through Accurx Patient Triage?

Not necessarily. Some services have their own booking arrangements and may continue to be arranged directly by our team. These can include:

Practice Nurse and Healthcare Assistant appointments;
long-term condition reviews;
vaccinations and immunisations;
medication reviews with our Clinical Pharmacists;
postnatal and baby checks;
interpreter-supported appointments;
Mental Health Practitioner appointments;
Social Prescribing appointments;
non-NHS/private medical work;
procedures requiring a particular clinic or clinician;
other specialist clinics.

If you are unsure how your appointment should be booked, please contact the practice and our team will advise you.

I require an interpreter. What should I do?

If you require a language interpreter, British Sign Language interpreter or any other communication support, please tell us when submitting your request. Alternatively, contact the practice directly by telephone or in person. Our team can make the necessary arrangements and make sure sufficient time and appropriate support are available for your appointment. If you have accessibility requirements, including needing to be seen in a particular clinical room, please let us know.

Why have I been offered an appointment with a particular clinician?

Modern general practice includes many different healthcare professionals. Not every medical problem needs to be dealt with by a GP. After reviewing your request, we may direct you to the healthcare professional who is best placed to help with your particular problem. This allows patients to receive appropriate care while helping us use appointments across the practice effectively.

I submitted a request but was not offered an appointment. What should I do?

Submitting an Accurx Patient Triage request does not automatically result in an appointment. Your request will first be reviewed by the practice. Sometimes your problem may be more appropriately dealt with through:

clinical advice;
a prescription or medication query;
another member of the healthcare team;
a community service;
a pharmacy;
self-care advice;
an administrative response;
another NHS service.

If an appointment is clinically appropriate, our team will arrange this or contact you with the appropriate next steps. Please follow any confirmation or response-time information shown when you submit your request. Accurx Patient Triage should not be used for medical emergencies. If your condition becomes significantly worse while you are waiting for a response, please seek appropriate medical help. For an emergency or life-threatening problem, call 999. If you need urgent medical advice and the surgery is closed, use NHS 111. Accurx also displays urgent-care warnings before patients submit certain requests.

My problem is personal and I only want to discuss it with a GP. What should I do?

We understand that some medical problems are very personal. However, we need enough information about your problem to make sure that your request is assessed safely and you receive appropriate care. Please provide as much relevant information as you feel able to when completing the form. Your information is treated confidentially and handled in accordance with our confidentiality, information governance and data-protection responsibilities. Not every request needs to be dealt with by a GP, and having enough information allows us to direct requests appropriately and fairly. If you are unable to complete the form yourself but do not wish to discuss sensitive information at the reception desk, please speak to a member of the team and we will try to provide an appropriate way for you to submit the information privately.

Can somebody submit a request on my behalf?

Yes. If you need help completing the form, a relative, carer or another trusted person may be able to assist you. Our Reception Team can also complete a Patient Triage request on your behalf when you contact us by telephone or attend the practice. There may be circumstances where we need to speak directly with the patient or confirm consent before discussing confidential medical information with another person.

Can I use Accurx Patient Triage for an urgent medical problem?

Accurx Patient Triage is not an emergency service. Do not submit an online request if you believe you are experiencing a medical emergency. Call 999 immediately for a life-threatening emergency. For urgent medical help when the surgery is closed, contact NHS 111. Accurx includes safety questions and warnings designed to direct patients with certain urgent or potentially serious symptoms towards more appropriate urgent medical care.

Can I use Patient Triage for an administrative request?

Yes. Accurx Patient Triage can also be used for many non-urgent administrative requests. Depending on the options available on our form, this may include queries relating to: