Total Patient Triage – a new way of accessing your healthcare.
At Clapham Family Practice, we’re introducing Accurx Total Patient Triage to make accessing care easier, faster, and more efficient. Many of you already submit online consultations via our website or the NHS app—this process remains the same. However, from April, this will become the main way to request an appointment with a clinician.
From April, if you call the practice, our reception team may direct you to complete the online form so that your query can be managed more efficiently.
This new system ensures you’re directed to the right healthcare professional at the right time, improving access while reducing delays.
We plan to go live in April 2025—stay tuned for updates on our website. If you have any questions, our team is happy to help.
Accurx Total Patient Triage is an online system that allows you to submit your medical or administrative queries to us via a simple online form. Your request will be reviewed by our clinical team, and we will respond with the best course of action—whether that’s an appointment, advice, or a prescription—within an appropriate timeframe.
- Submit a Request: Visit our practice website or NHS app and complete a short online form describing your medical issue or administrative need.
- Triage by Our Team: Our trained clinicians will assess your request and determine the most suitable response.
- Receive a Response: We will get back to you with a plan—this could be a same-day appointment, a phone consultation, self-care advice, a prescription, or a referral.
- Ongoing Support: If a follow-up is needed, we will arrange it accordingly.
Until now, most patients have booked appointments by calling reception. This often leads to long wait times on the phone and difficulty getting through during peak hours. With Total Patient Triage, we are shifting to a system where all requests—urgent and routine—are assessed based on clinical need rather than a ‘first come, first served’ basis.
This means: ✔️ Faster access to the right care, without unnecessary appointments. ✔️ Reduced phone waiting times, making it easier for those who need to call. ✔️ A fairer system that prioritises clinical urgency rather than time of call. ✔️Continuity of care, we all know its better to see the same GP.
We understand that not everyone has access to digital tools. Patients who are unable to use the online system can still call the practice, and our reception team will complete the form on their behalf. You can also submit the form on behalf of someone else, for example you could ask a relative or partner to do it on your behalf. Our priority is to ensure all patients can access care, regardless of their ability to use technology.
Demand for GP services is higher than ever, and traditional appointment booking systems often lead to frustration and delays. Accurx Total Patient Triage helps us manage this demand efficiently, ensuring that every patient gets the right level of care, improving access for all.
Additionally, this system is part of a government-mandated initiative to modernise general practice and improve efficiency within primary care. While we understand that change can be challenging, we are implementing this new approach as part of a national effort to improve patient care. Our goal is to make this transition as smooth as possible while continuing to provide high-quality healthcare to all our patients.
If you have any questions about Accurx Total Patient Triage or need assistance using the system, please contact our reception team, who will be happy to guide you through the process.
Thank you for your support as we introduce this new system to improve your care experience!