Patient Demonstration
Frequently Asked Questions
What is Rapid Health?
Rapid Health is an appointment booking and triage tool approved by the NHS. The system can only be used for patients who are 16 years or over. We expect to launch Rapid Health mid to end of March 2025.
Why are we changing things?
We have listened to patient feedback and recognise that access to appointments, including online booking is important to you. With the ever-growing demand within the NHS, we are continuously looking at ways we can increase capacity.
To achieve this, and ensure patients are receiving the best possible care, we have opted to use the Rapid Health triage tool which will allow us to maximise availability and ensure patients are seeing the right clinician in the appropriate time frame.
Why can the system not be used to book appointments for under 16s?
This is in development. We will only implement this when it is clinically safe to do so. In the meantime, appointments for under 16s should be made through the Care Navigation Team as before.
Why do I need to complete an online questionnaire?
All patients will be asked to answer questions using the online form when booking their appointment. Your answers help the system find the right appointment for you. This also means the clinician will have the relevant information prior to your appointment, enabling them to have more time to provide quality care.
How do I book an appointment?
Every patient will need to provide an email address to the practice so that they can be emailed details of the appointment booking via Rapid Health. The practice will soon be sending a SMS message to all patients requesting you to update your email address – this information will be saved confidentiality within your medical records.
Appointments can be booked via our practice website 24 hours a day, 5 days a week (Monday to Friday) or via our Care Navigation Team during practice opening hours. We understand that not all patients are able to do this, and our Care Navigation Team will still be available, on the telephone, or in person, to help you through the short medical questionnaire as needed.
Tablets (iPads) will be available in the Waiting Room to enable patients without internet or mobile devices to access the online booking system. Should you wish to use your own mobile device, a QR code will be displayed in practice for you to access Rapid Health.
Will I be able to book appointments via Patient Access or the NHS App?
No. You will only be able to book appointments through our website or via the Care Navigation Team and not through these applications. Patients can still access their medical records, test results and prescriptions via their preferred application as before.
My problem is personal, and I only want to tell a GP, what do I do?
The information you provide is saved to your medical record and is reviewed by the clinician during your appointment. If you require our assistance when booking an appointment, but want the reason to remain confidential, we will have tablets (iPads) available within the Waiting Area and one of the team can assist you as needed. Every employee at our practice adheres to our confidentiality policy.
Can I pre-book an appointment?
Yes, once you have completed the online questionnaire, an appointment will be offered to you within an appropriate timeframe. Where appropriate, both telephone and face-to-face consultations will be offered up to 4 weeks in advance.
What if I need a same-day urgent appointment?
If your problem is clinically urgent, the system will offer you same day appointments to choose from.
Does this mean that patients who book online get more access to appointments?
No. All appointments that can be booked online can also be booked via the Care Navigation Team. The only advantages to booking online is that the system is available 24 hours a day, 5 days a week (Monday to Friday), not just within Practice opening hours and there is no need to queue. The same questions will be asked if a patient is booking an appointment via Rapid Health or our Care Navigation Team.
Can I still see a specific clinician?
Yes, when selecting your appointment, where appropriate, you will get a choice of clinician with availability.
Why have I been offered an appointment with this particular clinician?
We aim to help our patients to see the right person at the right time, so we will always offer appointments with the most appropriate clinician. GPs, GP Registrars and Advanced Clinical Practitioners work within our teams, so you may be offered an appointment with one of these clinicians as appropriate.
Can I make an appointment at a different site?
No. If you require an appointment in our Enhanced Access Service (weekday evenings and weekends) at Ragsdale House in Woodville, or our other services within Swadlincote Health Centre, our Care Navigation Team will book this appointment for you via telephone or in person.
I was not offered an appointment, what should I do?
If an appropriate appointment is unavailable on the system, you will be prompted to still submit your request. This will then be reviewed by the Duty Doctor and we will be in touch within one working day.
Are all appointments bookable online?
No. Appointments with our Nurse, Nursing Associate, Healthcare Assistant, Health & Wellbeing Coach and Clinical Pharmacists will need to be booked in the same way as before via our Care Navigation Team.
What if the appointment I need is not showing?
Some appointments cannot be booked online. The following must be booked through the practice Care Navigation Team.
- Children under the age of 16
- Nursing appointments (e.g. blood tests, cervical screening, wound care, vaccinations and injections)
- NHS Health Checks and annual reviews (e.g. Diabetes, Hypertension, Respiratory)
- Medication reviews
- Post-natal appointments and baby checks
- Contraceptive procedures (implants and coils), minor operations and steroid injections
- Home visits
Who will book follow up appointments?
The clinician you see will book your follow up appointment if this is indicated or provide you with a self-book link to book your next appointment at your convenience.
How do I arrange an interpreter or get assistance for my appointment?
Once your appointment is booked, please contact the practice and notify the Care Navigation Team if you require an interpreter or assistance.
Can we still use the online forms on the practice website?
Yes, you can continue to use the existing forms for administrative queries such as requests for sick notes, prescriptions and any other general enquiry. Rapid Health also has a section for administrative queries.
Can I order my prescriptions through this system?
No. This system is purely for booking appointments. You can continue to order your prescriptions via the NHS app, Patient Access app, the Medicines Order Line or through your pharmacy.