24/01/2025
Accurx Total Triage Frequently Asked Questions
What is AccuRx?
AccuRx is a means for you to submit an online request with details of your symptoms, a request for an appointment or a general enquiry. The information that you submit goes directly to a clinician, who will decide the most appropriate course of action.
Why are we using AccuRx?
One of the largest complaints in the NHS is the length of the telephone queues. If many of the patients who wanted an appointment were to use the web form instead of contacting the practice on the telephone our queue would reduce significantly.
Also, your request goes directly to a clinician who can ensure that those who really need a face-to-face appointment are offered one and those who can be helped without coming in are also appropriately supported.
Where do I find the online form?
The form can be accessed via a link on our website www.kers.org.uk or via the NHS app.
You DO NOT NEED to:
- Register to use Accurx.
- Download new apps or software to your device.
- Use designated log in details.
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How long will it take to receive a response after I have sent my request?
We aim to respond to all requests within 48 hours. This does not mean that you will have to wait 48 hours if you need an urgent appointment. All requests will be reviewed upon receipt, and those that require more urgent support will be responded to accordingly.
What if I do not have a telephone?
As before, you would be required to attend the surgery. The receptionist will take your information or if you would prefer, you can complete a paper form which you can then hand to reception for completion. The clinician will review this completed paperwork and you will hear from the surgery the same day if urgent or if not within 48 hours
What if I do not have the Internet?
You can still call the practice, however the call will last longer than usual as the receptionist will need to ask you questions and complete the form on your behalf. Please note that this will also mean the receptionist will know what you are calling for.
What if I overestimate or underestimate my symptoms?
It is crucial that patients accurately relay their symptoms. Inaccurate information given to the clinician may result in an unnecessary trip to the hospital/ambulance callout or a delay in being seen. For this reason, we urge patients to give as much clear information as is possible.
Can I still speak to a receptionist?
Yes, you can still speak to a receptionist. Our reception team are here to help and will continue to support you when needed.
How do I book my nurse appointments now?
Please continue to book routine nurse appointments in the same way as you do now, by calling the surgery and speaking to a receptionist.
Who do I contact for help with my online request?
We are aware that this is a big change to the way in which you currently access your GP, and with that in mind we are putting in place extra support for patients during the transition period. We will have either a volunteer or member of staff in our downstairs waiting area, ready to help by answering any questions that you have or helping you access and complete your online request. Our reception team are also happy to provide help with this, either in person or on the telephone.
