Introducing Rapid Health
New Online Appointment Smart Triage System
From 20th August there will be a new online system called Rapid Health Smart Triage. You can use Smart Triage to book GP appointments and make admin requests without phoning the practice.
You will answer a few questions about your symptoms or problem. The system will look at your answers and either offer you an appointment or send your answers to the practice. We will then review them and contact you.
If you can, please use the online system for GP appointments or admin requests. This will help reduce calls to the practice and make phone queues shorter for people who need to call.
If you can’t – or don’t want to – use the online form, you can still phone or visit the practice. Our staff will ask you the same questions and fill in the form for you.
If your request is for a child under 16, the parent or guardian can still submit the request online. We will then contact you either with a response or to book an appointment.
You can watch a video explaining the new system by clicking this link: Rapid Health – Patient Explainer on Vimeo
Why are we changing?
We are making the change in response to feedback from patients. Rapid Health helps reduce the 8am rush, reduce phone queues, and improve patient choice. You will be able to see all suitable appointments and pick the one that works best for you.
Accessing the system
The link to Rapid Health will be on our website from 8am on Wednesday 20th August.
There will also be QR codes in the practice for you to scan. You do not need a password or to register to use the system.
You need an email address on your medical record to book appointments without calling us. We will contact patients by text with a form so you can update your email. You can also contact us to update your details.
If you do not have an email and want help to set one up, we will be holding drop-in sessions. The times and dates will be added to our website.
Frequently Asked Questions
We are pleased to announce a new online system allowing us to provide you, our patients, online access and ensure you are directed to the correct clinician in the correct time frame for your care needs. This model adopts a total triage approach in partnership with Rapid Health.
What does this mean for me?
From 20th August when you request a GP appointment, you will be asked to complete an online form via our website. This form will allow you to report your symptoms and give a detailed history of your clinical condition. Based on this information you will be directed to right clinician to suit your clinical needs in the correct time frame needed for your care.
What if I make an error on the form or I’m not sure what I need?
Whether you’re confident using online forms or just beginning to access care this way, we understand that concerns may arise. The system is built to guide you to the right care, regardless of your medical knowledge or spelling.
You’ll be offered suggested options to help you choose the most appropriate clinical questions. If you’re still unsure, you can provide general information to help us understand your needs and direct your request accordingly.
What if I don’t have internet access?
We understand that not all patients have access to the internet. To make sure everyone can access the care they need, our patient advisors are available by phone and can complete the form with you.
Completing the form over the phone may take longer than what you may be used to, but it’s an important part of our system to help direct you to the most appropriate clinician. We appreciate your patience and understanding as we guide you through the process.
If you have a family member, friend or carer who can support you, they’re also able to complete the form on your behalf.
What does Total Triage mean?
Triage is a process in which health professionals use screening guidelines to help determine how best to treat you. To better support our patients with more timely and equal access to clinical care, we’ve introduced this model. This allows us to quickly and efficiently guide patients to the most appropriate treatment pathway.
With total triage, you’ll be asked a series of tailored questions based on your health concern, connecting you with the right clinician or healthcare service to meet your individual needs.
Why are we making this change now?
From October the government introduced a mandate requiring GP practices to offer online access to appointments. This provides patients with another option of access alongside traditional methods.
We’ve also listened closely to your feedback about the difficulties in booking appointments and our current form availability. As a practice we’re committed to improving and developing our services to better meet your needs.
So, when we heard about the mandate, we saw an opportunity to go further. We chose to introduce a new model of care that not only meets the government’s requirements but enhances the overall experience for our patients, with longer opening times.
We truly believe this approach will lead to more accessible and supportive care for everyone.
When will the system be available?
The new online system will be available from 08:00 am on Wednesday 20th, for availability 08:00 am – 18:30 pm Monday to Friday (inclusive) each week, excluding Bank Holidays.
Do I need to do anything now?
To help us transition to this service we kindly ask you to ensure you have an up-to-date email address attached to your health record. Having an up-to-date email will allow you to easily request a GP appointment via the online form. You can check and update your email address using our website or the NHS App.
What do I do if I need to book an appointment that isn’t with a GP?
While much of our service involves supporting patients through GP appointments, we also offer a wide range of care from other clinical professionals. If you need to book a blood test, smear test, Long Term Condition (LTC) review or any other service not provided by a GP, please submit a Rapid Health Admin Request form available on our website.
Alternatively, you can book by phone using traditional methods. A patient advisor will help arrange the appropriate appointment for you.
We hope this information has been helpful. If you have any further questions, please contact us and we’ll do our best to assist you.
You spoke we listened- Thank you