Important Notice – New changes are being made across the whole practice from Wednesday 1st May 2024
From the 1st May 2024 Heaton Moor Medical Group will be introducing a new appointment system called Patient Online Triage designed to ensure patients who most need an appointment are able to get one. This means every online triage request will first be triaged by the on call GP’s and will determine how quickly an appointment is needed or whether you could be seen by another member of the clinical team or other services.
How It Works
1.
The patient contacts their practice.
The patient completes a request online, via their practice’s website or the NHS App.
Alternately, they call or visit in-person, completing an online request form alongside a receptionist (we call this Reception Flow). Staff encourage patients to do this form themselves next time.
2.
The team triages the request.
All requests enter a central inbox that’s fully integrated with the clinical system. This gives staff full visibility of patient demand, helping them assess urgency.
From here, the team can action all requests, triaging patients based on clinical need. They can also save requests to the medical record in one click.
3.
The patient’s needs are met.
The team resolve requests via SMS messages, by booking an appointment or by signposting patients to other services.
With the use of messaging, patients can also receive important guidance from NHS UK and elsewhere to help them manage their condition.
New to Using Online Triage / Do Not have Access
Please rest assure that if you are not familiar with using Online Triage or have never used this before the practice will support patients on getting access and training on how to use the software. For patients who do not have access to web based devices this includes desktops, laptops, tablets and network phones can call their local surgery to help manage this process so all patients have equal access to the surgery.
Support
All reception staff will be able to support patients via the phone or in person at the reception desk. AccuRx who is the Online Triage provider also offer support for patients.
For more information please visit Accurx
Feedback
The practice would welcome any feedback regarding this new system being implemented on Wednesday 1st May 2024. Any comments / suggestions on the service provided will always be taken into account. Please contact us here.