Rapid Health – Our New Online Triage and Appointment System

We acknowledge the recent difficulties patients have encountered when attempting to contact the surgery by phone. To address this matter, we are implementing an alternative method for appointment requests. With the introduction of online access via Rapid Health, our goal is to enhance accessibility for patients while ensuring that telephone lines remain available when required.

In line with NHS England’s directive that all practices must provide online access as an option to arrange an appointment by October 2025, we have chosen Rapid Health as our online digital triage and appointment request solution. This user-friendly platform enables us to optimise appointment availability and ensure patients are seen by the most appropriate clinician within the most clinically appropriate 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, to a few simple questions about your symptoms 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 will 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 8am – 6:30pm – requests will only be 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 your symptoms and will identify how soon, where and by who your needs can be met
3. You may be:
   • Directed to A&E
   • Offered an appointment on the same day, the next day, within 5 days or 14 days
   • Contacted by a clinician for further assessment

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 14 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 be forwarded to a clinician, who will review it and determine the appropriate outcome
• You will be contacted the same day and signposted to an alternative service if an appointment cannot be immediately offered – you will not be advised to try again the next day or next week
• If your symptoms worsen while waiting, contact the practice or 111 either by phone 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. Home visits are only available 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. Please contact the practice to discuss
• NHS Health Checks and Long-Term Condition annual reviews (e.g. Diabetes, Hypertension, Respiratory); you will be invited automatically; there is no need to contact the practice
• Annual reviews for long-term conditions (e.g., diabetes, respiratory conditions, hypertension). You will be invited automatically; there is no need to contact the practice
• Medication reviews: Will be arranged by our team or via text questionnaire; you will be invited automatically; there is no need to contact the practice
• Follow up appointments requested by a clinician; you will be invited automatically; there is no need to contact the practice
• Health and Wellbeing Coach Appointments. Please contact the practice to discuss
• Specialist procedures (implants, coils, pessary fittings, minor surgery, steroid injections): please contact the practice to discuss
• Non-NHS / insurance work (DVLA, taxi licenses, firearms, adoption, RTA assessments): (These incur a private fee) please contact the practice to discuss

Please be advised that patients who require interpreter services or British Sign Language (BSL) are encouraged to utilise Rapid Health. However, kindly contact us in advance of your appointment so that appropriate arrangements can be made.

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 8:30am – 8pm and Saturday 9am – 4:15pm.
• 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 / Advanced Nurse Practitioner (ANP) who will be able to see and assess you, along with organising 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 your clinician recommends a follow-up appointment, it will be arranged during your consultation. Following this, you may receive a text message from our appointments team, to which you must respond within five working days to secure your slot; otherwise, your appointment will be cancelled and offered to another patient. Alternatively, the appointments team may provide you with a link to book your appointment directly or contact you by phone to make arrangements.

If a suitable appointment is not available at the time of your request, your submission will go to the practice’s clinical inbox for a clinician to review. You will be contacted the same day, and if urgent, you may be seen by a clinician or be referred to an alternative service such as an urgent treatment centre. If your request is non urgent you will be referred to either:

• Community pharmacy
• Urgent treatment centres
• Mental health crisis lines
• Online self-care resources

If an appointment is not available because the practice is full, you will not be advised to try again the next day or next week.

Yes. After completing the questionnaire, an appointment will be offered within a clinically suitable timeframe. Phone or face to face consultations may be scheduled up two weeks in advance.

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 or QR code 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 or QR code 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 your condition requires it.

If a suitable appointment is not available at the time of your request, your submission will go to the practice’s clinical inbox for a clinician to review.  You will be contacted the same day, and if urgent, you may be seen by a clinician or be referred to an alternative service such as an urgent treatment centre.  If your request is non urgent you will be referred to either:

• Community pharmacy
• Urgent treatment centres
• Mental health crisis lines
• Online self-care resources

If an appointment is not available because the practice is full, you will not be advised to try again the next day or next week.

Appointments are offered with the most appropriate clinician for your needs. This may include Advanced Clinical Practitioners, Advanced Nurse Practitioners, Practice Nurses, Clinical Pharmacists, First Contact Physiotherapists (FCP), Specialist Patients Support Workers, Community pharmacist or Additional Capacity Hub.

Please be advised that patients who require interpreter services or British Sign Language (BSL) are encouraged to utilise Rapid Health. However, kindly contact us in advance of your appointment so that appropriate arrangements can be made.

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 communication is saved directly to your clinical record

Please see the privacy notice – please see link below

You can cancel or amend appointments by:

• Using the cancellation link in your confirmation email
• Via the NHS App
• Calling the practice during opening hours – opening hours are available on our practice website

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.

Rapid Health Fair Use Policy

• Privacy Policy

Watch our short 2-minute Rapid Health video:

www.vimeo.com/948772217/f3e9d87d1b

In emergencies, call 999

For urgent help when the practice is closed, use NHS 111 online or call 111 (press 2 for mental health support)