We’ve been listening to your feedback….

We are pleased to announce that we will be making changes to the way that our appointments are booked with GPs, clinical pharmacists, first contact physiotherapists and our other allied healthcare professionals.  We’ve heard your feedback about long wait times on the phone and the challenge of booking appointments.  That’ why we’re introducing a new appointment system using RapidHealth total triage starting 4^th March 2025,

This system is designed to make booking appointments faster, easier, and more convenient for everyone.  Whether you need to see a GP, nurse, or receive advice from another healthcare professional, RapidHealth will help us to prioritise your care effectively.

What is RapidHealth Total Triage?

RapidHealth Total Triage is an online system that allows you to tell us about your symptoms or healthcare needs at a time that suits you. Our online consultation forms provide us with key information about your problem, to ensure you’re directed to the most appropriate care.

You’ll no longer need to call the practice to secure an appointment. Instead, you can submit your request online, and we’ll respond with next steps as quickly as possible. 

How Does It Work?

Starting 4^th March 2025, here’s how you can book an appointment using RapidHealth: 

1. Visit Our Website. 
2. Complete a Short Online Form – Tell us about your symptoms or healthcare concerns. 
3. Our Team Reviews Your Request – Based on the information you provide, we’ll prioritise your care and recommend the next steps. 
4. Get a Response – You’ll receive a response via text, email, or phone, letting you know what to do next—whether that’s booking an appointment, receiving advice, or being directed to another healthcare service.  You can also be sent  link for you to directly book your appointment.

 What if I don’t have internet access or can’t use this?

If you don’t have internet access, don’t worry—you can call the practice, or come in person to the reception desk and our staff will help you complete the form over the phone or in person.

Why Are We Making This Change?

We’re introducing RapidHealth to improve your experience and ensure you can access care more efficiently. Key benefits include: 

• No More Waiting on Hold – Submit your request online, without needing to phone the practice. 
• Quicker Access to Care – We can assess your needs promptly and ensure urgent cases are prioritised. 
• Improved Efficiency – By gathering information upfront, we can direct you to the right healthcare professional, saving time for both patients and staff. 
• Reduced frustrations directed towards our reception staff.

This is part of a scheme with several practices who will also be involved during this time across Leicester, Leicestershire and Rutland.  It has been used in other areas of the Country with great results for both patients and practice teams.

Common Questions & Answers

Do I have to use the online system?

We encourage all patients to use RapidHealth as it’s the quickest and easiest way to access care. However, if you’re unable to use the online system, you can still contact us by phone or come to the surgery in person, and our team will assist you by completing the same form.  Your answers help us find the right appointment and right clinician for you.  This also means your clinician will have the relevant information prior to your appointment, enabling them to have more time to provide quality care to you.

What if I don’t have internet access? 
If you don’t have internet access, don’t worry – you can call the practice, and our staff will help you complete the form over the phone. 

What hours will Rapid Health be open?

Patients will be able to complete the form online at any time Monday to Friday 8am to 6.30pm.

Will I get an appointment quicker if I speak to reception instead?

The reception team will no longer be making GP appointments with patients directly. All methods of completing the triage forms, either online, in person or over the phone will be assessed equally. 


What if I need an appointment urgently?
The online form includes questions to help us identify urgent cases. If your symptoms require immediate attention, we’ll ensure you’re seen as soon as possible.

What if I have more than one medical issue that I need help with?

Please only submit one medical issue per Triage form, so that you can add sufficient detail for each problem, to allow our GPs to appropriately deal with your request.

What if I am not offered an appointment after I answer the questions?

If an appropriate appointment is not available, your answers will be sent to the practice for review by the Duty Doctor and we will contact you within two working days (depending on clinical need).

The majority of patients will be able to book an appointment directly following completion of the form.
 
If your completed form requires assessment by the practice, it will be clinically assessed and prioritised based by medical need. The majority of patients will be contacted the same working day.
 
Please note that our working days are Monday to Friday, so if you submit your request on a Friday, the latest response time would be by Tuesday of the following week.

What is self-booking?

Our team may send you a text message inviting you to book your own appointment online by clicking on a link and selecting an appointment time suitable for your needs.

Will I be able to book an appointment via SystmOnline or the NHS App?

No. Appointments can currently only be booked through our website or reception teams. However, patients can still access medical records, test results, and prescriptions via their preferred providers as before.

What if the appointment I need is not showing, or an option?

We will not be using the Rapid Health System for the following appointments which can still be booked by contacting Reception.

• Practice Nurse appointments (e.g cervical screening, vaccinations and injections)
• Annual reviews with a Clinical Pharmacist or Nurse (e.g. Diabetes, Hypertension, Respiratory, Cardiac)
• Medication reviews with a Clinical Pharmacist
• Midwife, Post natal appointments and 6-week baby checks
• NHS Health Checks
• Home visits
• Extended access appointments offered in Hinckley or Newbold Verdon in evenings and weekends (subject to availability)
• Palliative care patients

However, different types of appointment may be available to book in the future using the online form.

What do I do if I want to see a specific GP or clinician?

If you want to see a specific GP or clinician, their availability will be displayed when booking an appointment. If your preferred GP is not listed, they are fully booked, and you will need to choose an alternative GP or clinician.

What should I do if I have been asked to book a follow-up appointment?

If your clinician or the practice has asked you to book a follow-up appointment, please complete a medical request form. Include the symptoms related to your ongoing condition, and in the “Your Reason For Coming” section, select “You told me to book a follow-up appointment.”

In most cases, the clinician will book your follow up appointment if required at the time of your last appointment.

Why have I been offered an appointment with this clinician?

At times, you may be offered an appointment with a healthcare professional other than a GP, such as a nurse practitioner, physician associate, pharmacist, first contact physiotherapist, or practice nurse. These highly skilled professionals are experienced in managing a wide range of common medical conditions, allowing us to provide timely and comprehensive care. They can offer treatment, support, and referrals for specialist care, arrange x-rays, or consult with a GP when necessary. This approach ensures that GPs are available to focus on more complex cases that require their expertise.

My problem is personal, and I only want to tell a GP

The information which you provide is saved to your medical records 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, please speak to our reception team. Every employee at Ratby Medical Centre adheres to our confidentially policy.

Who will see my answers at the practice, and is this service confidential?

Your answers submitted through Rapid Health are completely confidential and will only be seen by authorised staff at your GP practice. This includes healthcare professionals such as GPs, nurses, or other clinicians involved in your care, as well as administrative staff who may need to process your request. The practice follows strict confidentiality protocols to ensure your personal and medical information is protected at all times.

How do I book a Medication Review?

The same way as before, please telephone the practice and book in with a Pharmacist.

How do I find out my test result?

For all tests requested by the practice, we will not routinely contact patients about normal test results or those not requiring any further action. We will contact you regarding any abnormal test results that warrant further action.

Once a GP has reviewed your results, you can view your test results via the NHS App or the online SystmOnline system. Please be aware that although routine blood test results may be back within a couple of days, they can take up to 10 working days to be processed. X-Ray and Scan results up to 14 days to appear in your medical record.

If you have not heard from us within 2 weeks of having your test or investigation and have ongoing symptoms you are concerned about, then please contact the practice again to tell us about your ongoing symptoms online via Rapid Healh or by calling the practice.

We understand that change can be difficult, but we believe that this new approach will ensure that your needs are met safely and efficiently. We are committed to delivering a robust service to our patients, and we believe that this new strategy will help us achieve this goal.

Thank you for your patience whilst we move to an improved system and apologies in advance of any disruption during these essential upgrades.