We have listened to patient issues regarding access to the practice and are planning to start a new system for patients to book appointments. This is called AccuRx triage which will go live from Monday 13th September.
Patients will access this through the practice website. Patients will complete a simple form outlining their reason for the appointment request. This request will be submitted through the secure online process and be reviewed by a clinician for the appropriate appointment to be made.
For patients without access to the internet they will continue to speak to reception who will complete the form online for them and it will be submitted in the same way as if it were submitted through the internet.
Patients will be contacted within 2 working days of submitting the request unless the clinician triaging the submitted request feel it is more urgent.
Patients will also be able to use the online form to make enquiries about blood test results, chase referrals and other related issues to save them having to telephone the practice.
To help ensure the telephone line to the practice is as accessible as possible for the more urgent cases we are asking all patients who have a smartphone, tablet, laptop or PC to use the online forms rather than telephoning and getting the reception team to complete them – all forms are dealt with in the order they come in and getting a receptionist to complete it will not mean it is dealt with any quicker.
Our aim is to reduce patient frustration in not being able to get through on the phone and offer an alternative which is accessible throughout the day for those who may struggle at certain times of the day. All appointment requests will be reviewed by a clinician ensuring the most appropriate appointment and clinician is offered for your needs.
Patients will still be able to see a GP or Nurse face-to-face and the new system is a sensible way of dealing with the demand for appointments and will remove the need for patients to ring for appointments as soon as the telephone lines open at 8am and enable them to complete a form at any time during practice opening hours and know that clinician will review the information submitted and get back to them within 2 working days.
All appointment requests will be reviewed by a clinician ensuring the most appropriate appointment and clinician is offered for your needs.
You can access the new form from our website: https://www.mansionhousesurgery.nhs.uk/online-accurx-triage which is under the appointments link.