AccurX FAQ

We have been using online triage since January 2024, overall, we have had a positive response to online access. It has also reduced call volumes and patients can get through to us quicker.

However, patients have fed back to us that the current system doesn’t quit work. Patients want a simpler form which accommodates free text.  

We are hoping the new system builds on the benefits of having online access, whilst offering a simpler form with free text, so you can tell us what you need help with.

The best way of contacting the surgery is via AccurX.

Anyone can use online triage, including children, we would like all requests coming into the surgery use either the medical or admin online triage section for their respective queries.

You can request an urgent appointment using the online triage form, the online form will be available from 7am to 6.30pm Monday to Friday, medical requests will be looked at till 4.30pm on weekdays.

If you have an urgent medical need after 4.30pm that cannot wait till the next day please call the surgery. Depending on availability you may be redirected to 111 or walk in

You can request routine appointments using the online triage form, the online form will be available from 7am to 6.30pm Monday to Friday, medical requests will be looked at till 4.30pm on weekdays.

A clinician will triage the form and send you a booking link to book a suitable appointment.

You will be able to request the following administrative query via the online triage form ‘I have an admin query’ section:

• Doctor’s letter
• Fit Note
• Referral follow-up
• Repeat Prescription (we encourage this to be done on the NHS App)
• Test Results
• Something else?

All requests including if you require a home visit need to be come to us via the online triage form, the clinician will triage the request and communicate next steps.

Home visits are only undertaken for patients who are housebound or too unwell to come to surgery – this will be determined by the triaging clinican. 

Patients was all eye problems will be redirected to eye casualty or NHS eye care services. If you have a serious eye problem like sudden loss of vision, severe pain, flashing lights or increased floaters in your vision contact Eye Casualty on 02476 964 800/802/806 Monday to Friday 9am to 1pm and 1:30pm to 7pm or Saturday 9am to 12pm.

Yes you can complete the form on behalf of someone else, once you complete the initial form you can indicate if you are completing the form for your self or on behalf of someone else.

You can access the system on your smart phone or come into the surgery we will have stations set up to complete the online triage in surgery.

We will also have paper copies available for you to complete if needed.

The online form is in very easy to use, you can ask a family member to help. If you are unable to complete it, please call reception and we can support with an interpreter.

The online form is visual which you will be able to complete online, your medical care will not be affected.

Where possible please as a family member or relative support with completing the form. Alternatively, please call the practice and our team of patient advisors will be able to assist you to complete the online triage.

A when completing the online triage form you can indicate your preference for an appointment, if you wish to be seen out of hours, please let us know on the form.