We are making this change to fulfil the governments request that all practices offer online access by October 2025 and to improve your access to appointments, reducing the 8am phone calls. The new system will be running from 6pm Sunday to 6pm Friday, inclusive.

Every patient will need to provide an email address to the surgery so that you can book an appointment using the Rapid Health appointment system. You can check and update your email address using the NHS app.

Not to worry if you don’t have an email address or internet access you can still call us, we may just ask you a few more questions when you ring up. This is to ensure sure you’re booked in with the appropriate clinician for your problem.

Our goal is to provide you with clear and helpful information, so you feel confident navigating Rapid Health and accessing the care you need. If you have any questions that are not covered here, please don’t hesitate to reach out to us.

1. General Information about Rapid Health

What is Rapid Health?

Rapid health is an Artificial Intelligence (AI) driven triage tool approved by the NHS. It allows the patient to either make an administrative request, book an appointment, or receive self-help information.

When you click on the Rapid Health button on our website it will offer the following options:

• Medical Request
• Admin Request

Clicking on the Medical Request button will take you to a questionnaire to complete. This is then triaged, following which a suitable appointment will be offered if required.

From the 9th June 2025, we will be using Rapid Health as our new Patient Access System.

Why are we changing things?

We have listened to patient feedback and recognise that access to appointments, including booking online, is important to you.  The Government has also recently announced that they want to “end the 8am scramble,” and have mandated General Practice to introduce a new online booking system. With the ever-growing demand within the NHS, we are continuously looking at ways we can improve the booking process and 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 is it necessary to complete the form before booking an appointment?

The form collects essential information to help the surgery understand your condition better and prioritise urgent cases. This ensures you receive the correct care and are matched with the appropriate clinician for your needs. By completing the form, this means the clinician will have the relevant information prior to your appointment, enabling them to have more time to provide quality care to you. All patients will be asked to answer questions using the online form or via the Reception Team when booking their appointment. Your answers help the system to decide the most appropriate outcome for your query, which may not be a GP appointment. You will be able to book an appointment online straightaway if suitable.

The outcomes will be:

• An appointment with a GP
• Physiotherapist
• Advanced Clinical Practitioner
• Clinical Pharmacist
• Nurse

All other requests will be by a GP who will decide if an appointment is required or whether an alternative option is more suitable (e.g. prescription or being directed to the community pharmacy).

Will my existing appointments need to be rearranged now that Rapid Health is being introduced?

All current appointments will remain as scheduled and do not need to be rebooked.

2. Booking Appointments

What do I need to do before the start day of 9th June 2025?

Every patient needs to provide an email address to the surgery so that you can book an appointment using the Rapid Health appointment system. You can check and update your email address using the NHS app. If you are struggling to do on the app, you can contact us at the surgery.

What date does Rapid Health launch & where can I find it?

The planned launch date for Rapid Health is the 9th June 2025 and the new online form can be found on our practice website. Once launched, you will be able to find this on our website.

How do I book an appointment using Rapid Health?

To book an appointment, complete the online form with details about your symptoms, medical history, and any concerns you might have. Based on the information provided, the system will either book an appointment for you or direct you to the next steps. Once the system is live, this will take you to the Rapid Health questionnaire.

We understand however, that not everyone can manage to do this online. If this is the case, please ring Reception and one of our team will take you through the questionnaire and submit it on your behalf. Your request will by dealt in the same way as anyone filling it out online – everyone who requests an appointment will need to have a form completed.  If you are unable to use the online form, you can contact Reception who will go through the online form with you over the telephone. Please be aware if you choose the option for a receptionist to fill the template in for you it will take longer than you doing it online yourself and your queue time on the phone may be longer.

What type of appointments can I book using the Rapid Health System?

GPs, Advanced Care Practitioner (ACP), Physiotherapists and Clinical Pharmacist.

How are other types of appointments booked?

We will not be using the Rapid Health System for the following appointments:

• Blood tests.
• 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.
• Post natal appointments and 8-week baby checks.
• NHS Health Checks.
• Home visits.
• Palliative care patients’ reviews.

These types of appointments can still be booked by contacting Reception. Alternatively they can be sent to the admin inbox by filling out an ‘Ask a question’ request through Rapid Health

How do I book an appointment for a child under 16?

You will need to complete a Rapid Health questionnaire – all requests for appointments for under 16s will be reviewed by the Duty Doctor who will make sure appointments are offered in a timely way.

Can I book an appointment for someone else through Rapid Health?

Yes, you can book an appointment for someone else, such as a family member, provided you have their consent and the necessary details to complete the form accurately. If the person is not registered with our practice, the system will not allow you to proceed.

How soon will I get an appointment after submitting the form?

Rapid Health triages the requests to decide when an appointment is required which may mean waiting a few days for an appointment. If the system determines that an appointment is required, you will be able to see all the available options and book an appointment straightaway.

What if I have more than one problem to discuss?

You will need to submit an online form for EACH problem that you would like to discuss. Each problem will be triaged on an individual basis, and you may end up seeing different clinicians at different times.

Why have I been offered an appointment with another Clinician?

Patients will be offered an appointment with the most appropriate clinician for the problem described.  This may include Physiotherapist, Advanced Clinical Practitioner, Clinical Pharmacist or being signposted to another service such as a Pharmacy.

What should I do if my health issue worsens while waiting for an appointment?

If your condition worsens while waiting for an appointment, contact the practice immediately. In urgent cases, you may need to seek care from NHS 111, an urgent care centre, or A&E.

3. System Functionality and Access

Can I use Rapid Health in my native language?

Currently, Rapid Health is only available in English, but future updates may include support for other languages.

Can I use Rapid Health on my mobile or tablet or do I have to use a computer? 

Rapid Health is compatible with all devices, including mobile phones, tablets, laptops, and computers.

When can I use Rapid Health?

This is the best bit!

We are going to run the system from 6pm on a Sunday and have it open until 6pm on Friday excluding Bank Holidays. We really want this system to work for our patients and take away the stress of the 8am phone call.

Elm Tree Surgery has always prided itself on the accessibility and service we offer, we are going to try this approach and review it as we go.

Outside of these hours you will still have access to Livi for a remote GP appointment by clicking HERE or NHS 111 for non-urgent help by clicking HERE.

What if I need urgent help outside of these hours or if the practice has switched off the system?

For urgent assistance outside of these hours contact NHS 111, attend a Walk-in Centre or visit the nearest A&E department. The Rapid Health system is designed for non-urgent issues and cannot provide immediate help in emergency situations.

4. Appointments and Follow-ups

What happens if I miss my appointment?

If you miss your appointment, then this will not automatically be rebooked. Please contact Reception who will advise if you need to resubmit an online form or if the appointment can be rearranged without having to do this.

Who will book follow up appointments?

The clinician you see will book your follow up appointment if this is indicated.

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.

What should I do if I make a mistake on my form and end up with the wrong appointment, or if I want to change the date or time?

If you need to cancel or change your appointment after completing the form, you can either use the link in the confirmation email to update or cancel your booking or call the practice directly. If you cancel because of a mistake on your form but still need an appointment, you can submit a new request to schedule the correct appointment. Please remember to cancel any appointments you no longer need so they can be offered to another patient.

5. Language and Accessibility

What do I do if I require interpreter/assistance for my appointment.

If you know you need an interpreter, please call the surgery when you have booked your appointment to arrange this.

This is a shared computer. Will the next person be able see any details of my request? How do I make sure they don’t?

Your request details and answers are never stored on the computer, tablet, phone or shared via email. Once you submit your answers, only the practice can view them. The next person using the computer will not be able to go back and see any of the information you entered.

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 the 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 always protected.

Will I still be able to use the NHS app?

You will still be able to use the NHS app to access medical records, test results and prescriptions but you will not be able to use it to book appointments.

6. Other Questions

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

For the system to direct you to the correct clinician in the correct timeframe you do need to give certain information on the form. This is saved directly on to your medical record but goes no further. If you need help navigating the questionnaire or our website, you can speak confidentially to one of our reception team at the surgery who can assist you. Our reception team follow a strict code of confidentiality just like the rest of our staff.

How do I book a Medication Review

You can either fill in an admin request via Rapid Health by click ‘Ask a question’ or the same way as before, by phoning  the practice and booking in with a pharmacist.

I need a fit note, what do I do?

If you need an existing fit note extended:

• Please fill in an admin request using Rapid Health.

If you need a new sick note:

• If the issue is new but the surgery has documentation i.e. hospital discharge summary, please fill in an admin request using Rapid Health
• If the issue is new with no documentation, or a very old issue then you will need to speak to a clinician. Please fill out the Rapid Health online form and you will be offered an appropriate appointment.

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. 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 Health or by calling the practice.

7. Further Information

Where can I get further information?

You can watch a short video about Rapid Health by clicking on the image below. If you have any further questions, then please speak to our reception team.