Patient Triage

Contact us online

Frequently Asked Questions for Patients

When can I complete a contact us online request?

Contact us online is available between 8am and 3 pm, Monday to Friday excluding bank holidays.

This is because we generally have more clinicians available in the morning allowing for the processing of eConsults more effectively.

Should I use the contact us online request to check my Results?

No.

You check your results by accessing your online account or calling the practice on 01778 579000 between 11am and 3pm.

If you cannot see your results via your online account then please let use know so we can make sure your online settings allow for this.

Should I use a contact us online request for an Appointment?

No.

You should book an appointment via your online account or by calling the practice on 01778 579000.

I cannot get through on the phone lines, therefore should I ask for an appointment through contact us online?

No.

Please try booking an appointment via you online account or alternatively try calling back when the phone lines are quieter.  Generally, telephone lines are extremely busy on Monday’s and first thing in the mornings throughout the week.

I need a sick note should I use a contact us online request?

YES  – this is a good use of contact us online but be mindful that it helps if you state the exact reason for the sick note, and specify the start and end date of the sick note.

For repeat sick notes try and give us a few days notice.

Please be aware that we are unable to future date sick notes.

Should I use a contact us online request for Emergencies?

If you feel you have an emergency then we would NOT advise you to use the contact us online request.

You should consider whether a 999 call is appropriate or if you need to attend A&E.

When can I expect a reply after submitting a contact us online request?

The practice would usually reply to your contact us online request within 48 hours  (excluding weekend and bank holidays).

Why was I asked to contact reception following a contact us online request?

Contact us online is not a substitute for a phone call.

Sometimes your query can not be addressed via an online consultation and you may be asked to arrange a telephone appointment.

Will my contact us online request be responded to by my preferred clinician?

We have a dedicated team to process the contact us online requests every day.

It may mean that your preferred clinician might not be involved in dealing with your request.

Can I use a single contact us online request for multiple problems?

We prefer that you use one contact us online request for one problem as it helps to process of your query more efficently.

If your problem is complicated then perhaps you may need to book a telephone appointment.

Will my contact us online request result in a text discussion with a clinician?

At present we expect a single contact us online request to generate a single reply.

The system does not allow a two way conversation.

How to make a contact us online request if you are a patient.

    Who is accuRx?

    We are a technology company that provides communications software to healthcare providers across the NHS.

      Getting Started

      The Patient Triage solution allows patients to submit either a medical query or an administrative request to their registered GP practice.

      Please note! If your medical query is urgent then contact ‘111’ or for a medical emergency contact, ‘999’.

      When wanting to submit a query to your GP practice you will need to visit their website. A link should be provided that allows you to begin submitting your query. However, if this is not clear then you will need to contact your GP practice.

      When selecting the link you will be able to see the name of your practice, the address of the practice, a standard warning message indicating the expected duration for your query to be responded to, and information on what to do if your query is a medical emergency.

      Below this information are three choices to select from based on the nature of your query.

        “I have an admin query”

        Selecting this option will allow you to:

        • Request a doctor’s note

        • Request a fit (sick) note

        • Ask questions or get an update on a referral

        • Request your Repeat Prescription

        • Follow-up on Test Results (Blood Test, Scans, etc.)

        • Any other advice or information that is not medical related

          “I want help for a medical issue”

          Selecting this option will allow you to submit a request to get help regarding a medical issue. You will be asked to provide the following:

          • A description of the medical problem (Option to attach up to 5 photos)

          • Describe how long you have experienced symptoms or had concerns as well as whether these symptoms/concerns have gotten better or worse.

          • Describe whether you are particularly worried about.*

          • How you would like your GP practice can help.

          • List times that you are not available during GP opening times.*

          * = are options fields and do not require you to enter any information if you don’t want/need to.

            “I want to see online advice”

            This option will signpost you to the NHS website for additional information.

              Medical Urgency Check

              Following the option you select, you will be asked to confirm whether you are experiencing any of the below symptoms.

              If you are experiencing any of these symptoms and acknowledge this you will be signposted to the emergency services.

                Coronavirus Screening

                When completing a medical query form you will be asked to confirm whether you or someone in your household has tested positive for coronavirus within the last 14 days and if you have any of the listed symptoms.

                  Personal Details

                  You will be asked to provide your personal details before submitting your request. Providing this information will allow your GP to match your medical record to the request you have submitted in this form.

                  If you are submitting this form on behalf of someone else then you will be asked to provide your own details along with the person’s details that you are submitting this form. Examples of when and might be the case will include (but not limited to);

                  • You are the person’s guardian/parent.

                  • You are the person’s carer.

                  • You are contacting the practice and have asked the receptionist to complete this for you.

                  Once you have completed your details and entered your phone number* you will then be asked whether you have access to the phone this number is connected to.

                  *= You must ensure that you enter a valid UK mobile number.

                  What happens if I select, ‘Yes’?

                  If you click ‘Yes’ and then ‘Continue’ you will be sent an SMS message with a unique code to enter on the next page (see below). This is known as a two-step authentication process. It allows your GP to match your request to your health record much faster.

                  What happens if I select, ‘No’?

                  If you click ‘No’ then you will be able to continue to complete the form however, it may mean that there will be a slight delay in your request being completed. Your GP will have to manually locate your health record and match it with your request.

                    Confirming Your Request

                    Once you are satisfied with the information you have provided and you have provided your details (and completed the two-step verification process) then you will be able to:

                    • Confirm you are sending this to the correct practice,

                    • Confirm that all the information you have provided is relevant and accurate,

                    • Confirm that you have entered your personal details correctly,

                    • State the best method to contact you, ‘Text message’, ‘Phone Call’ and/or ‘Video Call’,

                    • If you would like to receive a confirmation text of your request once submitted.

                    When you are finished you will need to select the, ‘Submit Request’ button at the bottom of the screen.

                    Following that, you will be navigated to the next page confirming that your request form has been sent along with verification via text if you chose to receive this.

                    If you ever have any technical issues completing the form then drop the accuRx Support Team a message via the Help Center on their website.

                    Please note, that they are not medical professionals and so, you should refrain from contacting them with medical queries/issues.

                      Contact

                      Market Deeping Surgery

                      Godsey Lane
                      Market Deeping
                      Peterborough
                      PE6 8DD
                      Tel: 01778 579 000

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                      Glinton Branch

                      3/4 The Green
                      Glinton
                      Peterborough
                      PE6 7JN
                      Tel: 01733 252 246

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                      Opening Times

                      Market Deeping Surgery

                      Mon - Fri: 8.00am - 6.30pm

                      Dispensary

                      Mon - Fri: 8.30am - 6.30pm

                      Glinton Branch

                      Mon - Fri: 8.00am - 1.00pm

                      Dispensary

                      Mon - Fri: 8.30am - 1.00pm

                      Fill out a simple online form to get advice and treatment by the end of the next working day

                      Only available between 8am and 3pm, Monday to Friday excluding bank holidays

                      This service replaces the eConsult service that was previously used.

                      Deepings Practice eConsult