Online Triage FAQ

You can use SystmConnect to:

• Ask for help or advice about a new or existing health problem
• Ask questions about your medication
• Request a fit (sick) note or other medical documentation
• Ask about test results, referrals or other ongoing care
• Make routine administrative requests
• Provide information to help the practice understand your needs before contacting you

You can complete a request online at a time that is convenient for you, using a computer, smartphone or tablet. You may also be able to attach relevant information or photographs where appropriate. SystmConnect helps the practice direct your request to the most appropriate healthcare professional or team and may mean that you do not need to make an appointment or telephone the practice.

This 2-minute patient information video provides an overview of SystmConnect and what you can use it for.

The form allows you to choose between two options: Medical Request or Admin Request.

Within the Admin Request option, you can:

• Request a doctor's letter
• Request a fit (sick) note
• Follow up on test results, such as blood tests or scans
• Ask for advice or information about non-medical matters, such as referrals

Within the Medical Request option, you can:

• Tell us about a new condition
• Ask about an existing condition
• Ask a question about your medication

Once you have selected an option, you will be asked some further questions about your request. Please include the times when you are not available.

If you have a medical emergency or need urgent treatment, do not submit an online form but follow the advice below:

If you need urgent medical treatment, you can call 999, attend A&E or visit an Urgent Treatment Centre (UTC), depending on the nature and severity of your symptoms.

999 and A&E are for life-threatening emergencies, including:

• Loss of consciousness
• Chest pain
• Severe difficulty breathing
• Severe bleeding
• Severe allergic reactions
• Severe burns or scalds
• Signs of a stroke

Urgent Treatment Centres (UTCs) can treat a range of urgent but non-life-threatening conditions, including:

• Sprains and strains
• Suspected broken bones
• Injuries, cuts and bruises
• Stomach pain, vomiting and diarrhoea
• Skin infections and rashes
• High temperatures in children and adults
• Urgent mental health concerns

If you are unsure where to get treatment or which NHS service is right for you, NHS 111 can assess your symptoms and direct you to the most appropriate service. You can call 111 or use the NHS 111 online service.

Yes. Urgent or quick matters will be dealt with by the duty team, but you can still request your usual GP or Advanced Nurse Practitioner for routine matters and we will do our best to facilitate this.

This will vary depending upon the type of request you submit, however we expect most medical requests to be responded to in 1 working day. We aim to respond to or action every request within 48 hours.

Yes, SystmConnect can be accessed via the internet browser on your phone (e.g Chrome, Safari etc), as well as via the NHS App.

We will respond by your preferred method. There is an option on the form you submit to specify this.

We need as much information as possible about your request or problem. This is so we can get you the right care.

Forms with too little detail for us to make a safe decision will be replied to with a request for more information. This may result in a delay in us getting back to you.

Just as when you call, a trained receptionist will assist the GP in dealing with online requests. This may involve them organising forms for them to review or contacting patients with a response or to book an appointment.

All staff have a DBS check completed, have signed a confidentiality agreement as well as having undergone confidentiality training.

If you have more than one problem, please send a separate request for each one. This is to make sure we have enough information about each problem.

Yes. SystmConnect has been assessed by NHS Digital and meets the requirements for an online consultation solution. This includes assessments of how data is used and stored in line with GDPR rules.

The system has undergone a rigorous validation and procurement process at national, regional and local level to ensure it is safe and appropriate.

To raise a request on behalf of a dependent, you need to complete the SystmConnect form as you would for yourself. Before you submit it, you will be asked if this request is for yourself or someone else. Select ‘someone else’. You will then need to fill in both your and your dependent’s details.

Yes, Our staff can explain how to access and use the system. However, we would be grateful if you could avoid asking clinical staff to demonstrate the system during an appointment, as this may delay them seeing their next patient.

Yes, our reception team will be able to complete the form with you on the phone or in person if you prefer. However, we anticipate most patients will find the form simple to understand and complete.