When does Rapid Health start?

The system will go live on Tuesday 30th June and will remain open Monday - Friday 07:30 - 18:30. 

Please note the system will be closed on bank holiday and when the practice is closed for staff training. 

Why do we need to change?

We have listened to patient feedback and recognise that accessing appointments has been a difficult and frustrating process for some time.

With the ever-growing demand within the NHS, we are continuously looking at ways we can improve the booking process and increase capacity.

To achieve this, and ensure patients are receiving the best possible care, we have opted to use the Rapid Health triage tool.

What is Rapid Health?

Rapid Health is an NHS approved triage tool that can be used online by you or by staff when you come in/ call up to request an appointment.

It asks a short series of questions, then uses these answers to direct you to the most appropriate care. The most likely outcome is to offer you an appointment here or send us your request for manual triage.

If your request is sent to us for triage, one of our Triage Team (led by one of our GPs) will review your answers and get in touch with you. This will allow us to maximise availability by ensuring patients are seeing the right clinician in the appropriate time.

My problem is personal, and I only want to tell a GP?

In order for the system to direct you to the correct clinician you do need to give certain information on the form. This is saved directly on to your medical record but goes no further. If you need help navigating the questionnaire or our website, you can speak confidentially to one of our team at the surgery who can assist you. All of our staff both clinical and admin follow a strict code of confidentiality just like our GPs.

Is there anything patients can do to support this change?

We know this is a significant change and we want it to work as smoothly as possible for patients. Changing the appointment system in this way may cause some disruption at first, so we ask for your patience in the weeks around go-live.

As all requests will now go through the same system, we ask anyone who is able to submit their request online to do so. This will help reduce call volumes and queues at the front desk, allowing us to support patients who are unable to complete the questions online.

Finally, Rapid Health will check your contact details (including email addresses) against our system. So, if you have changed any of your details over the last few years please make sure we have your most up to date ones.

Who can use it?

Everyone can use Rapid Health, if you choose to request online it will be accessible through our website or the NHS app. If you are unable to use the internet you can contact us and we will fill out the form on your behalf.

We understand that privacy is important for patients who prefer to come into the surgery to request an appointment. We will therefore have handheld devices available so staff can help patients complete the form on a tablet. We have also applied for funding to create a private space in the waiting room for these conversations. As the funding has not yet been fully approved, we cannot confirm when this space will be available.

How do I use the system? 

Rapid Health have released a support video explaining the patient journey and how to submit a request. 

 I need an home visit, interpreter, or special assistance, what should I do?

Please phone the practice reception, so we can arrange an interpreter, home visit, or the assistance you need.

I still have more questions...

If you have more questions, or a suggestion for us to add to the FAQ's here, please contact the surgery on our contact us form.