Rapid Health, Your questions answered – Part 1:
Why are New River Health changing the appointment system?
We are pleased to let you know that from 11 February, we will be introducing a new automated assessment and appointment booking system called Rapid Health.
Along with NHS England, we recognise that there is increasing demand for appointments. Our priority is to ensure that patients who need to see a GP, get an appointment.
You may have seen in the news recently that GP contracts for all NHS surgeries in England have changed, and we have to manage demands for appointments differently. We need to change our appointment booking system to be compliant with the new contract requirements.
We have considered all options, and believe that the only way we can meet the contract requirements is by using a triage system. This means that anyone requesting an appointment or advice will have their request assessed on the basis of clinical need and urgency.
Along with NHS England, we recognise that there is increasing demand for appointments. Our priority is to ensure that patients who need to see a GP, get an appointment.
You may have seen in the news recently that GP contracts for all NHS surgeries in England have changed, and we have to manage demands for appointments differently. We need to change our appointment booking system to be compliant with the new contract requirements.
We have considered all options, and believe that the only way we can meet the contract requirements is by using a triage system. This means that anyone requesting an appointment or advice will have their request assessed on the basis of clinical need and urgency.
What is Total Triage?
Total triage is where every patient contacting the New River Health surgeries will need to provide information on their reason for contacting us. This information is input into our new automated triage system, which will determine the right type of appointment to offer you.
The Rapid Health automated assessment system is designed to ensure that access to care is equal, and that patients who most need an appointment are able to get one, in a clinically appropriate timeframe, and with the best person to meet their needs.
The Rapid Health automated assessment system is designed to ensure that access to care is equal, and that patients who most need an appointment are able to get one, in a clinically appropriate timeframe, and with the best person to meet their needs.
How will it work?
Patients requesting an appointment will be asked to complete a short series of questions taking approximately three minutes to complete online, which will be assessed using a clinical decision-making algorithm. In many cases, you will then be able to book an appointment directly online.
The fastest and most convenient way to get help will be online.
If you are unable to go online, please don’t worry — our team will still be available to help you by phone or at the surgery.
Please note, however, that all appointment requests will be assessed in the same way, using the Rapid Health system, regardless of how you contact us.
The fastest and most convenient way to get help will be online.
If you are unable to go online, please don’t worry — our team will still be available to help you by phone or at the surgery.
Please note, however, that all appointment requests will be assessed in the same way, using the Rapid Health system, regardless of how you contact us.
I don’t have access to a computer or access to the internet, what do I do?
If you are unable to go online, please don’t worry — our team will still be available to help you by phone or at the surgery.
You can contact the surgery by telephone and the team will go through the questions on the Rapid Health system with you. If you prefer, you can attend the surgery, where there will be a computer available for you to use to go through the Rapid Health system. The team can help you with this if you have difficulties.
All appointment requests will be assessed in the same way, regardless of how you contact us. It will not be possible to book an appointment without being assessed by the Rapid Health system.
You can contact the surgery by telephone and the team will go through the questions on the Rapid Health system with you. If you prefer, you can attend the surgery, where there will be a computer available for you to use to go through the Rapid Health system. The team can help you with this if you have difficulties.
All appointment requests will be assessed in the same way, regardless of how you contact us. It will not be possible to book an appointment without being assessed by the Rapid Health system.
What if I have trouble using the new system?
We understand that changes can be worrying. We are committed to supporting patients and their families / carers get used to this new way of requesting appointments, and to becoming comfortable with this over time.
Our team is here to support you with using the new system, and with any questions or concerns. We hope that as many people will find using an online system easier, that this will actually free up the reception team to have more time for those who need additional help.
If you do not have internet access, or experience other difficulties using digital technology, please speak to us about how we can help you.
Our team is here to support you with using the new system, and with any questions or concerns. We hope that as many people will find using an online system easier, that this will actually free up the reception team to have more time for those who need additional help.
If you do not have internet access, or experience other difficulties using digital technology, please speak to us about how we can help you.