Call us: 01524 843333

Email: [email protected]
Address: 2 Queen Square, Lancaster, LA1 1RP

AccuRx Patient Triage

We are now using a new online request system called AccuRx Patient Triage alongside our phone systems to give you more options for contacting us. This system should only be used for admin and non-urgent medical requests. If you do have any urgent medical concerns, please call the surgery on 01524 843333, or 111 for out of hours assistance.

Please do not use Patient Triage for Urgent requests

How do I use Patient Triage?

  • Click on the banner link on our homepage
  • Select either medical or admin request
  • Confirm that this is a non-urgent request
  • Write your request to the practice, giving as much information as you can
  • Tell the practice how you would like to be contacted
  • Enter your details, and we will be in touch within 2 working days for a medical query, and 3 days for admin requests

How do I access this service?

You can find the request service here, from the banner on our homepage or on the NHS app. You can access these through computer, tablet or smartphone. Click here for more information about accessing this service through the NHS app.

You are not required to download an app or create an account to use this, but if you already have an NHS login this can be used to save time.

How long will it take to fill out?

This depends on what you are contacting us about. Medical queries should take around 5-7 minutes, with administrative or simple queries taking less time.

Administrative queries including fit notes, checking the status of a referral, repeat prescriptions and test results.

How soon will I be contacted?

You will receive a text or phone call within 2 working days for a non-urgent medical issue and 3 working days for an admin query, so please keep your phone nearby. If requesting repeat medication this will be ready in 3 working days unless we contact you to advise otherwise. If you are requesting a medication that is not on your repeat medications list, this may take longer as we will need GP approval.

What if I struggle with internet access or filling out forms?

This service is completely optional and running alongside our phone lines. Hopefully, Patient Triage will reduce the strain on our phone systems

Frequently Asked Questions

Why are we making this change?

We are hoping that this new system will make it easier to submit requests to the practice and ensure that our patients are seen by the most appropriate member of staff and have their request dealt with in an appropriate timeframe. There are multiple benefits of having multiple systems in place and accommodating online requests:

  • Easy to use – the forms clearly specify what is required and should only take a few minutes to fill out
  • Improved accessibility for patients who struggle with phone calls
  • You can send your request at a time convenient to you, and know that it will be received and processed in a timely manner
  • No waiting on hold on the phone
  • We may be able to process your request more quickly and easily, and may even be able to refer you directly to the service you need
  • Your request will be seen by the most appropriate member of staff for your request

What happens to a request that I send overnight or at the weekend?

This system is only monitored from 8am to 5pm, Monday to Friday. Anything submitted out of these hours will not be reviewed until the next working day and should not be used to submit urgent requests.

If you become more unwell or need help more urgently, please call your GP. If your GP practice is closed, visit NHS 111 online or call 111. In an emergency call 999

Can I request an appointment on behalf of someone else?

Yes, this is an option. Please make sure to specify if you are doing this, and complete both sections for yourself and the patient. We cannot discuss anything about another patients medical history with you without explicit consent from them.

This service is only available to patients registered at our practice. If you do wish to register, you can find more information and even register online here.

Will the patient still have a choice of which clinician they see?

You can specify on the form if you would like to see a specific clinician. We will try to meet this request if your preferred clinician has the availability.

Will my request be saved to my record?

Any request you submit will be saved to your record so that whoever calls you or sees you about your query has your information to hand.

Who will contact me after I have submitted a request?

After the initial administrative or clinical triage, you will be contacted by an appropriate member of staff for the request you have made. This may be a Secretary, Patient Care Advisor, Pharmacist, Physiotherapist, Nurse or Health Care Assistant.

What if I don’t have a mobile phone?

You can still use the contact form if you don’t have a mobile phone, you just need access to the internet such as on a computer or tablet device. You do need to provide a contact number of some kind, but this could be a landline if you don’t have a mobile phone.

Will this put me or my elderly or vulnerable relative at a disadvantage?

For those with access to a mobile phone or internet, the new online form will be a more convenient way to contact the practice, which should free up our phone lines for those who really need it – especially those who cannot access the internet.

How will patients be informed of this service?

Details are on our website and social media pages. We will also display posters in the waiting areas on all of our sites to inform our patients of the upcoming change.

Date published: 5th June, 2023
Date last updated: 5th June, 2023