What is Accurx?
Accurx is a software used by 98% of GP practices in the UK to communicate and is an approved NHS supplier. You may have already had texts from the surgery using this system or asked by a clinician to send photographs ahead of a telephone consultation. It works with our practice computer system called SystemOne.
What is total triage?
The process of total triage allows GP surgeries to receive information directly from a patient with their medical concern via an online form. These medical requests will be triaged by a clinician, our Duty Doctor. This will allow the surgery to ensure patients with the most urgent needs are appropriately treated with the right clinician. You may not need an appointment, you may be re-directed to services outside of the practice (for example, the pharmacy or physio), or have tests requested before you come and see a doctor or nurse at the surgery.
Why is the surgery doing this?
We have listened to patient feedback, particularly regarding the frustration of getting through on the phone. Additionally, the limitation of our routine appointment booking system, which were being allocated on a first come, first served basis, with long phone queues to get in touch with us at the surgery. This meant that vulnerable patients, or those who needed care sooner were missing out.
When does it start?
The system goes live on Tuesday the 22nd of July 2025.
What times of day is the form available?
The medical form will be available for completion from 7:45am – 18:00pm Monday to Friday. This is to allow our clinical team to ensure we can review and triage appropriately each day. If you have a routine request after this time, you will need to wait until 7:45am the following day and complete the request. If you are requiring urgent medical assistance or have a life-threatening emergency, you will still need to contact the emergency services or visit the hospital. To ensure safety for patients, it may be necessary to close the triage system early, if we have reached our safe working capacity for the day. The surgery is still open until 6.30pm for urgent clinical matters.
Do I need to download anything or have a password?
No. You do not need to download a special application or have a username and password to use either our medical or admin request form. The form will work through the Nevells Road website additionally if you are an NHS App user, you can also submit request forms through the NHS app.
We know some patients still use SystemOne online which is the predecessor to the NHS app, to view blood test results and order repeat prescriptions, you will not be able to submit contact forms to the surgery via SystemOne online.
How long is the medical form? Will it take me a long time?
The form asks for your symptoms, the length of time these have been present or changed, how you would like the surgery to assist you, and how we can contact you once we have reviewed your request.
With Total Triage, every request is managed in the same way which means we can ensure you get the right care, at the right place and at the right time.
To see how easy it is to submit an online request, please see the following step by step guides
How to submit a medical request
How to submit an admin request
I don’t have a computer or smartphone. How can I fill out a form?
A friend, relative, or carer can complete this form on your behalf. If this is not available to you, or you have communication needs which prevent this, then our Reception staff may assist in completing this form over the telephone for you. The form will still be completed and your request will then go with the other patient requests we receive.
I have a smartphone but I am not sure how to find the form.
Our Reception Team will be able to assist you and demonstrate how to find the form.
Our Patient Participation group will be also running drop in sessions to show patients how the form works and build IT confidence. Dates of these sessions are TBC, but will be sent out before we launch on the 22nd of June to all patients.
Can a friend, relative, or carer do the form for me?
Yes. On the form, there is a box where we ask you if the form is being completed by somebody else. Please note that we will only be able to reply back to yourself regarding your care as the patient unless there is confirmed consent on your medical record.
In preparation, if you wish to get consent to share set up on your medical record, please complete the following form and return it to the surgery.
Can I put more than one health concern per form?
Similar to the appointment process before we launch Total Triage, where you would book one appointment per health concern, if you have multiple health concerns, we advise that you fill in one triage form per concern. This is so that the GP can make an accurate assessment of each individual concern.
What happens once I’ve submitted my request?
We at Nevells Road will review the information you provided to us, to ensure that you’re given the most appropriate care. Our staff members may send you a text message containing a link to provide more information if needed.
If an on the day appointment is required, one of the staff members at the surgery will phone you to inform you of this and book that appointment.
If a future dated appointment is required, they may send you an appointment booking link via text message, or arrange this appointment over the phone.
If there is a faster or more appropriate route to care, you may be offered this, such as being asked to go to your local pharmacy, or being referred to another service.
I am on the surgery’s housebound list. How do I get an appointment?
You will still need to submit a triage request online or over the telephone with our reception team.
We continue to offer home visits for those patients who are truly housebound and are recorded as such on their medical records. We would ask for you to please try to contact the Practice before 10am if you are housebound and think you may need a home visit. A GP will then phone you to gather more information before confirming the visit.
Econsulation has disappeared from the Nevells Road Website?
The surgeries contract with Econsulation ends on the 1st of July 2025, from this date onwards patients will be unable to submit any econsulations. From the 22nd of July 2025 patients will be able to submit electronic medical requests via the new button which will appear on our website or on the NHS APP on the 22nd of July 2025.
Patients booking routine appointment
From Friday the 27th of June 2025 onwards, no more patient bookable routine appointments will be released. For routine medical matters, patients just need to wait and put in a medical request form when our new system launches from the 22nd of July 2025 onward. This will allow us at the surgery to be best prepared for the launch of our new total triage system on the 22nd of July 2025, by having as many appointments available as possible.
If you do need on the day urgent medical help between now and the 22nd of July 2025, please do contact the surgery as normal via telephone, we are still offering urgent appointments each day.
I have more questions
Our Operations Manager will be running drop-in sessions for all patients who wish to attend, the total triage system will be explained and presented, you will also be able to ask any questions or queries you have about the new system.
The dates of these drop in sessions are:
- Thursday the 10th of July at the surgery at 6pm
- Thursday the 17th of July at the surgery at 6pm
Members of our Patient Participation Group will also be in attendance at both sessions, so if you would like to build your online confidence, they can walk you through and show you how to complete this online form.