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Smart Triage

How Our Customers Use It

Our customers really value being able to quickly create appointment invitation links.  Some examples include:
Follow-up GP/nurse appointments – no need for patients to queue at reception.
Periodic check-ups and recalls, such as Diabetic/ Asthma / COPD reviews, NHS health checks, and more – invite patients for a single appointment for multiple issues.
Other routine appointment types, such as smear tests, vaccinations, and more – no need for patients to call the practice to book, cancel or reschedule.
QOF campaigns – increase revenues by improving ongoing management of chronic conditions.

How Our Customers Use It

Smart Triage is used by those Primary Care Networks (PCNs) and GP practices who want to outperform the new Modern General Practice Access(MGPA) model.

Customers use it to automatically triage incoming requests, without the need for practice staff. This improves upon the MGPA model, which relies upon human navigators to triage all requests.  By liberating both administrators and clinicians from the triage process, the speed, safety and accuracy of patient triage can be combined to improve the delivery of care.
Whether you run a mostly same-day service, or a pre-bookable one, Smart Triage can be setup to work with your desired operating model.  And should you wish to fine tune your operating model, the system can be aligned. This means you can standardise triage at primary care network level, while tailoring the system to local practice needs.
Our customers choose to turn on Smart Triage 24x7 because they know it doesn’t impact their capacity, patients love it and it helps them deliver the modern general practice access model without introducing new bottlenecks to access

What Makes It Different

Unlike other systems, Smart Triage actually performs the patient assessment, triage, and navigation - every online medical request is triaged by Smart Triage.  

Whereas most other online consultation systems simply capture patient information and pass it onto a practice team member to triage and process - often adding to the workload or, at best, streamlining some manual tasks. This is why practices typically switch off most online consultation products before closing hours due to the increase in demand that a practice is unable to handle safely.

Automated clinical triage and navigation

Smart Triage triages every medical request before it reaches the practice.  Every request will comprise a clear case urgency level, such as, same-day / by end tomorrow / within 5 days or routine.  

The system also provides clear and concise structured clinical notes, plus a clinical summary.  The system can then either be switched on to automatically navigate the patient to the right care, or leave practice staff to prioritise patient requests by identified clinical need.  

This means you can optimise the way you use your workforce, thereby unlocking more GP capacity.

EPR Integration

Smart Triage integrates with EPR systems via the web (EMIS and SystmOne).  This means that practices have nothing to install.

Typically, they can switch the system on in less than a day, and access it via a web browser – without needing EMIS or SystmOne installed on the same system.

Smart Triage can directly read from and write to the patient record.  This allows it to check a patient is registered, without their needing to create an account or login.  This also means notes can be auto-filed directly to the record, i.e. no more PDF attachments, or copy/paste of details.

Appointment management

By aggregating your appointment availability, across multiple locations and resources, you can optimise capacity and provide more options for patients.  If desired, you can offer patients a choice of:

- Date, time, and location
- Practitioner, for continuity of care
- Appointment type, e.g. telephone or in-person.

Smart Triage provides the option to check appointment availability before a patient enters their journey.

This means it can automatically switch off online access, should there be no remaining same-day appointments.  Although, after a few months of adoption, practices typically benefit from greater same-day availability.

How Does It Work

Smart Triage has been built to be a scalable digital clinical workforce, helping you to unlock capacity and provide better care.  The system acts as your digital care navigator, helping you manage patient demand to a sustainable level.  It is a fully accredited UKCA medical device, with advanced decision support and safety-netting, DCB0129 clinical risk management and DTAC compliance.

Our system is powered by an inference engine, that uses a comprehensive, validated, clinical knowledge base.  The techniques used by Rapid Health are safe and transparent.  Rapid Health pathways are neither linear, nor decision tree based.  This means that nothing is excluded, until the whole pathway has been completed. 

We ensure that patient information coming into the system is structured and complete (meaning no follow-up questionnaires are needed).  This enables the system to infer the underlying potential clinical need and urgency.  By structuring the patient questionnaire (i.e.removing free text) and by having a web-integration with the Electronic Patient Record, clinical triage notes can be auto-filed directly.  This makes reading notes far faster and easier than often expected.
While the system is highly advanced, implementation is actually very simple.  Customers report the speed and simplicity of adoption is another element of Smart Triage that makes it better than seemingly similar alternatives.  Smart Triage is accessed via a web browser, so there is nothing for practices to install. The system can be set up in less than a day, with automation enabled at your own pace.  

To enable automation, practices simply map their existing slots to Smart Triage outcomes (by pathway and urgency).  Some practices prefer to create dedicated Rapid Health slots to more closely control the number of appointments booked automatically.

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Safe and secure

Knowing any medical system is safe and reliable is critical to adoption.

Rapid Health meets security, safety, governance and data standards. Our services can be activated in less than an hour.

NHS Compliance

Data Security and Protection Toolkit
DCB 0129 Clinical Risk Management Standard
DTAC Passed
NHS Digital Assured Supplier and HSCN Approved

Data Governance

Registered with the Information Commissioners Office
GDPR Compliant
CREST certified penetration tested
Data is encrypted in transit and at rest

International Standards

Registered with the Medicines and Healthcare Regulatory Agency
Cyber Essentials Certified
ISO 13485 Conformity
UKCA Class 1 Medical Device Conformity

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