Frequently Asked Questions page
Why is the surgery using online forms?
NHS England have set out guidelines for GP surgeries to increase online consultation services. Lion Health uses software called Accurx, which is a proven and effective system which aids us as a practice to improve patient care and your journey with us.
What times of day are the forms available?
There are a number of forms which you can submit
- Medical Request
- Admin query – Fit (sick) note
- Admin query – Test results
- Admin query – Referral follow-up
- Admin query – Doctor’s letter
- Admin query – Other admin request (change contact details, request access to records, submit a compliment or complaint)
- Admin query – Repeat prescription
Medical Request Forms
The form for medical requests will be available for completion from 8.00am to 18:30pm Monday to Friday. The surgery will not accept medical queries submitted via any of the admin form. This is to allow our clinical team to ensure we can review and triage appropriately each day. If you are requiring urgent medical assistance or have a life-threatening emergency, you will still need to contact the emergency services or visit the hospital. Our triage team will review your request and we will come back to you with an outcome on the same day.
Admin Request Forms
These forms are available for completion 24 hours a day, 7 days a week. Our administrative team will review your requests within 72 hours.
Do I need to download anything or have a password?
No. You do not need to download a special application or have a username and password to use this form. You can access toe forms using the link on our website
Or you can access the forms through the NHS App, if you have this set up.
How long is the medical request form? Will it take me a long time?
The form asks for your symptoms, the length of time these have been present or changed, how you would like the surgery to assist you, and how we can contact you once we have reviewed your request.
I don’t have a computer or smartphone. How can I fill out a form?
A friend, relative, or carer can complete this form on your behalf. If this is not available to you, or you have communication needs which prevent this, then our Patient Services staff may assist in completing this over the telephone for you. The form will still be completed and your request will then go with the other patient requests we receive.
You can call 01384 460111.
I have a smartphone but I am not sure how to find the form.
Our Patient Services team will be able to assist you and demonstrate how to find the form. We have a link https://accurx.nhs.uk/patient-initiated/M87011 which we can send to you via text.
Can a friend, relative, or carer do the form for me?
Yes. On the form, there is a box where we ask you if the form is being completed by somebody else. Please note that we will only be able to reply back to yourself regarding your care as the patient unless there is confirmed consent on your medical record.
I am on the surgery’s housebound list. How do I get an appointment?
You can submit a triage request if you are a housebound patient if this is more convenient for you, your family, or your carers. This will be reviewed in the same way as if you were telephoning us.
If you prefer telephone us, please call 01384 460111 and our Patient Services team will take your medical request details. This will be reviewed by the home visit team and you will be contacted. This may mean someone will come out to you or your concern will be dealt remotely.