Rapid Health – Our New and Upcoming Online Triage and Appointment System

We recognise the recent challenges patients have experienced when trying to contact the surgery via our telephone system. To help alleviate this issue, we are introducing an alternative method for requesting appointments. By offering online access through Rapid Health, we aim to make it easier for patients to reach us by telephone where necessary.

In line with NHS England’s directive that all practices must provide online access by October 2025, we have chosen Rapid Health as our online digital triage solution. This user-friendly platform enables us to optimise appointment availability and ensure patients are seen by the most appropriate clinician within a suitable timeframe.

Rapid Health also provides valuable data insights that support future planning. This includes identifying demand for urgent appointments, pinpointing our busiest days and times, and understanding which clinicians are most in demand. These insights allow us to staff the practice more effectively and continue improving the care we provide.

Rapid Health is a Smart triage system that allows you to:

• Submit a medical request
• Submit an administrative request (e.g., sick notes)
• Access self-help information

Based on your answers, Rapid Health will:

• Offer an appointment with the most appropriate clinician
• Send your request to our clinical team for review
• Provide advice or signpost you to another service

You can access Rapid Health in three ways:

1. Online: via mobile phone, tablet, or computer using the link on our homepage
2. At the practice: ask (reception/ staff member) or use the tablet in the waiting room
3. By telephone: a receptionist can complete the form with you

Completing the form online yourself is the fastest method. Reception-assisted completion will take longer.

Access to the system is available Monday to Friday – requests are only reviewed during practice opening hours

You can submit requests for:

• Medical symptoms or conditions
• Sick notes
• Administrative requests (e.g., change of details)
• Access self-help information

You can also submit requests on behalf of someone else, with their permission

1. Complete the online questionnaire for your request
2. Rapid Health triages your request based on urgency and clinical need
3. You may be:
   • Offered an appointment immediately
   • Sent a booking link for an appointment
   • Contacted by a clinician for further assessment
   • Signposted to another service

Requests are prioritised based on clinical urgency rather than submission order.

Rapid Health manages requests into four categories based on urgency:

• Red – same day
• Amber – by the end of the next day
• Yellow – within 5 days
• Green – within 28 days

Appointments may be with GPs, Advanced Clinical Practitioners, Advanced Nurse Practitioners, Practice Nurses, Clinical Pharmacists, MSK Specialists, Specialist Patients Support Worker or Additional Capacity Hub.  Some cases may be signposted to alternative services such as a community pharmacy.

• Your health request will go to the practice’s clinical inbox
• The duty clinician reviews all health requests
• You will be contacted within one working day if an appointment cannot be immediately offered
• If your symptoms worsen while waiting, contact 111 either by telephone or online or visit your local emergency department.

While Rapid Health offers a convenient way to request many types of appointments online, there are certain services that require direct contact with the surgery. For these, we kindly ask patients to contact us by telephone or in person to ensure appropriate arrangements are made.

The following appointment types are not currently supported via Rapid Health:

• Home visits: Please try and call before 10:30am if you are genuinely housebound or clinically unable to travel.

Nursing appointments, including:

• Blood tests
• Wound care
• Vaccinations and injections
• Cervical smears
• Post-natal appointments, baby checks, and immunisations
• Coil, implant and pessary fittings/removals

Interpreter services or British Sign Language (BSL) requests

• Annual reviews for long-term conditions (e.g., diabetes, respiratory conditions, hypertension)
• Medication reviews: Arranged by our team or via text questionnaire.
• Specialist procedures (implants, coils, pessary fittings, minor surgery, steroid injections): Contact the practice to discuss.
• Non-NHS / insurance work (DVLA, taxi licenses, firearms, adoption, RTA assessments): (These incur a private fee) Contact the practice to discuss

We appreciate your understanding and cooperation as we continue to improve access and care for all our patients.

• This service is funded by Greater Derby Primary Network to provide additional appointment capacity for patients registered with practices within Greater Derby PCN.   
• This is based at the Derby Urgent Care Centre, Entrance C, Osmaston Rd, Derby DE1 2GD – Please allow extra time for travel & parking
• Appointments are available Monday – Friday 08.00am – 20.00pm and Saturday 09.00am – 16.00pm
• You will be booked an appointment time, please ensure you let the receptionist know when you have arrived
• You will be seen by a GP / ANP who will be able to see and assess you, organise any necessary follow up tests, referrals or prescriptions
• The clinicians at the Additional Capacity Hub will have access to your medical records
• You can cancel your appointment by using the cancellation link in your confirmation email, via the NHS App or by calling the practice during opening hours – opening hours are available on our practice website

If a clinician requires a follow-up, they will usually arrange it during the consultation. If not, you may:

• Contact reception to make your appointment

If a suitable appointment is not available at the time of your request, your submission will go to the practice’s clinical inbox, reviewed by the duty clinician. You will be contacted within one working day.

How do I book a blood test?

Please note blood tests at the practice are only available if your condition genuinely prevents you, from travelling to one of the local designated blood test clinics. For routine blood tests, please book an appointment using the Swift Queue system. You can schedule your blood test appointment by visiting the link below:

www.uhdb.nhs.uk/service-phlebotomy-blood-tests

For urgent blood tests, you may take your printed form directly to Coleman Street Clinic, Florence Nightingale Hospital, London Road or Ilkeston Community Hospital. Visit the link below for more options and information:

www.uhdb.nhs.uk/phlebotomy-blood-test-clinics

The District Nursing team will only carry out blood tests for housebound patients. 

Rapid Health evaluates clinical urgency and will offer you an available appointment on the same day. If a Same day appointment is not available, the urgent requests would be flagged and sent to the clinical inbox, which is monitored by the duty clinician, and you will be contacted within the same day as you submitted your health request. If symptoms worsen while waiting, contact 111 or visit your local emergency department.

How do I arrange an interpreter or BSL support for my appointment?

Please telephone the surgery to arrange an appointment.

Currently, Rapid Health is not available via the NHS App, but integration is being developed and may be available in the future

Information you provide through Rapid Health is securely stored in your medical record and reviewed by the clinician during your appointment.

Rapid Health is NHS-approved and secure

Only authorised staff can access your information

All responses are saved directly to your clinical record

Please see the privacy notice

You can cancel or amend appointments by:

• Using the cancellation link in your confirmation email
• Via the NHS App
• Calling the practice

Inconsiderate or excessive use of Rapid Health may limit access for other patients. Misuse may result in review of whether this system is appropriate for your care.

*Link coming soon*

*Link coming soon*

Watch our short 2-minute Rapid Health video:

www.vimeo.com/948772217/f3e9d87d1b

In emergencies, call 999

For urgent help when closed, use NHS111 online or call 111 (press 2 for mental health support)