Rapid Health Frequently Asked Questions
Rapid Health FAQs
We understand that using a new system can be dauting and raise many questions. To help improve your experience, we’ve compiled a list of Frequently Asked Questions about Rapid Health. Here, you’ll find answers to common questions about how to use the system, book appointments, manage prescriptions, and more. 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 not covered here, please don’t hesitate to reach out to us.
- What is Rapid Health?
Rapid Health is an advanced appointment booking system approved for use in GP Practices by the NHS. From the 14th of May 2025, we will be using Rapid Health as our new GP appointment triage system.
- Where can I find it?
The Rapid Health form can be found on our website www.chawtonhousesurgery.co.uk
Once launched, the Patient Services Team will also be able to send you a text message with a link to the page on our website.
- How do I book an appointment?
For users with internet access, the quickest way to book an appointment is by completing the online form available on our website. Patients without internet access can still call the practice and speak to our Patient Services Team, who will complete the online form on your behalf.
- Why do I have to answer questions?
Patients will be asked to answer a few short questions before booking. This provides clinicians with relevant information beforehand, allowing more time for quality care during your appointment and helping us choose the right type of appointment and the right clinician for you.
- What if I am not offered an appointment after I answer the questions?
The majority of patients will be able to book an appointment directly following completion of the form. However 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).
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.
- Can the decision making be trusted?
Yes. It is a class 1 medical device, unlike many other systems in use. The pathways used have also been developed and checked with our own GPs to ensure the right conditions end up with the correct health professional.
- Are parents able to submit requests for their children?
Yes. Submissions for those under 16 will not be offered appointments at the end, for safety reasons. Each request will be checked by a clinician and parents either telephoned or sent a booking link electronically.
- Will I be able to book an appointment via SystmOnline or the NHS App?
No, GP appointments are only able to be booked through our website or the Patient Services Team. You will still be able to book Nurse and Healthcare Assistant appointments through SystmOnline and the NHSApp.
- What if the appointment I need is not showing?
Certain appointments cannot be booked via the new online system. These must be booked through the Patient Services Team over the phone:
* Annual reviews (diabetes, hypertension, respiratory)
* Contraceptive procedures
* Home visits
* Medication reviews
* Minor operations
* NHS Health Checks
* Nursing appointments (blood tests, cervical screening, vaccinations, injections)
* Postnatal appointments
However, different types of appointments may be available to book in the future using the online form.
- What hours will Rapid Health be open?
The system will be available from 6am – 8:30pm Monday – Friday.
- What do I do if I want to see a specific GP or clinician?
When booking an appointment, you can select a particular GP from the clinician list.
- What do I do if I want to pre-book an appointment?
After completing the Rapid Health questions an appointment will be offered within an appropriate time frame.
- 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.”
- Which types of clinicians will be available to book via Rapid Health?
Currently, GP and Musculoskeletal Practitioner appointments will be able to be booked through Rapid Health, this may change in the future.
- Why have I been offered an appointment with this clinician?
Patients will be offered an appointment with the most appropriate clinician.
- My problem is personal, and I only want to tell a GP
You can access the Rapid Health form and book yourself an appointment without speaking to our Patient Services Team. The information which you provide is saved to your medical records and is reviewed by the clinician during your appointment.
Every employee at Chawton House Surgery adheres to our confidentially policy.
- Who will see my answers at the practice, and is this service confidential?
The answers you submit 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 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 them via the NHS App or SystmOnline. Please be aware that although routine blood test results may be back within a couple of days, they can take up to 5 working days to be processed. X-Ray and Scan results can take 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 us via Rapid Health or by calling the practice.
- I require an interpreter / assistance for my appointment
All patients will receive a text / email confirming their appointment. In this message it will tell you to contact the surgery if you require an interpreter or assistance.
- I need a fit note, what do I do?
If you need an existing fit note extended:
Please submit a query via Rapid Health or call the Patient Services Team who will assist you with the form.
If you need a new sick note:
If the issue is new but the surgery has documentation i.e. hospital discharge summary, please submit a query via Rapid Health or call the Patient Services Team who will assist you with the form.
If the issue is new with no documentation, or a very old issue then you will need to see a GP. Please fill out the Rapid Health form or speak to our Patient Services Team who will assist you with the form.
- Will I still be able to submit a request using eConsult?
From the 14th of May 2025, Rapid Health will replace eConsult.
With Rapid Health, you’ll have more flexibility to book appointments directly online, after answering a few quick questions.
- Will my existing appointments need to be rescheduled once Rapid Health is launched?
No, all current appointments will remain as scheduled and do not need to be rebooked.
- Can I use Rapid Health on my mobile phone or tablet?
Yes, Rapid Health is compatible with all devices, including mobile phones, tablets, laptops, and computers.
- I have concerns over data security. Is my information secure?
The only data Rapid Health stores is what you put onto the form. Rapid Health cannot see data from your medical record. All data is encrypted. It is stored for a month for us to retrieve if needed, and by Rapid Health for 12 months if it needs to be audited.
It is fully NHS compliant, is NHS approved, is GDPR compliant, and has passed DTAC.
It is registered with the Information Commissioner’s Office, and also with the Medicines and Healthcare Regulatory Agency.
Servers are AWS and situated in the UK.
- 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 completed Rapid Health form is 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.
- What should I do if I enter my symptoms in Rapid Health and either no results are found, or the listed options don’t apply to me?
If no results are shown, or the available options don’t match your symptoms, click the link at the bottom of the screen that says, “Alternatively, you can view the full list of options available to you here”. This will allow you to view all the available options.
If none of the listed options are suitable, you can select the “Can’t find what you’re looking for?” option. This will prompt you to provide a general health history, which will be sent to your doctor along with the symptom or complaint you initially searched for.
- 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.
If you struggle with filling out the form, we suggest you speak to our Patient Services Team who will try to assist it as best they can.
- Why are you putting Rapid Health in?
We’ve introduced the Rapid Health triage system because the number of urgent, same-day appointment requests has become too high for us to manage safely. Our Patient Services Team is highly trained, but they aren’t medical professionals, so they can’t assess urgency the way a doctor would. This sometimes leads to appointments being allocated based on how insistent a patient is rather than medical need. The triage system ensures that everyone is assessed fairly and directed to the most appropriate care as quickly as possible.
- Why can’t I just tell the receptionist what my issue is, instead or filling in a form?
We understand it can feel easier to simply tell us your symptoms but answering a few short questions before booking helps us ensure the most appropriate care for you. This process provides your clinician with important details ahead of time, allowing for a more focused and personalised appointment. It also helps us match you with the right type of appointment and the right clinician to address your needs.
- What does it mean when it says the practice will respond within 2 working days?
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 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.
- Will Rapid Health consider my existing medical conditions?
Rapid Health is a triage tool that uses the information you provide to help direct you to the most suitable appointment. If further evaluation is needed, your request will be sent to a GP for review before an appointment is arranged. The tool does not review your full medical record, only the information you enter. The pathways are designed to check for any significant conditions related to your symptoms. However, if you have any pre-existing conditions that are relevant, please include them in your responses where possible.
- 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.
- What happens if I enter incorrect personal details, like my postcode or date of birth?
If you enter incorrect personal details, such as your postcode or date of birth, Rapid Health will not be able to verify your identity. The system will prompt you to correct the information before you can proceed. This ensures that your request is accurately linked to your medical record. If the details don’t match, you’ll see an error message guiding you to make the necessary corrections.
- How can I be sure that Rapid Health links my request to my record and not someone else with the same name, like “John Smith”?
Rapid Health uses more than just your name to identify you. It checks multiple pieces of information, such as your date of birth, address, and contact details, to ensure that your request is correctly linked to your unique medical record. This ensures your information is matched accurately, even if you have a common name.
- I have multiple concerns or conditions to discuss. What should I do?
If you need to talk to a clinician about more than one unrelated issue, it’s best to speak with the Patient Services Team so they can book you a double appointment to ensure the clinician has enough time to fully address each issue during your appointment.
- Submitting a repeat prescription request via Rapid Health:
The fastest and easiest way to submit a repeat prescription request is by using the NHS App, SystmOnline or via your Pharmacy.
• NHS App
The NHS App offers a simple and secure way to access NHS services on your smartphone or tablet. It’s available for download on both iOS and Android devices. You can also access it via the NHS website https://www.nhsapp.service.nhs.uk/login
• SystmOnline
You can also order repeat prescriptions through SystmOnline. Simply log in and place your order. To get started, you’ll need to register for an account. You can ask a member of the Patient Services Team for further information.
Please allow 3 working days for your prescription request to be reviewed by the surgery and sent to your nominated pharmacy. The time it takes for your medication to be dispensed will depend on your pharmacy. It’s important to remember that it is your responsibility to ensure you have enough medication, so please order in advance to allow for smooth processing.
Requests for items not on repeat may take longer, so we encourage you to order well ahead of time. If there is a delay beyond 3 working days, someone from the surgery will reach out to you.
For any items not on your repeat list or not ordered in a while, you may need to speak with your GP or the practice pharmacist.
- What if I don’t have access to the internet?
Patients without internet access can still call the practice and speak to our Patient Services Team, who will complete the online form on your behalf.
- Can I still see a GP Face to Face?
Yes, the number of appointments and the flexibility to book face to face routine appointments has not changed and you will continue to be offered a choice.
- Can I book a phone call?
Yes, when you have completed the form and arrived at the appointments page you can select telephone appointment from the drop-down list.
- What do I do if I think I need to be seen more urgently?
If you feel your condition is worsening and that you need to be seen more urgently than the appointment given, please complete a new form and cancel your previous appointment. If it is an emergency or you require immediate medical attention, please call 999/111 or visit the Urgent treatment Centre at Lymington Hospital or Accident and Emergency at Southampton General Hospital.
- If I don’t like this system, what are my alternatives?
We love this system and have spent many hours comparing systems to find the best one for our practice. If you find it daunting to use, please approach our reception team who will walk you through it. If you are still unhappy using Rapid Health then we suggest you register at an alternative surgery in the area. Wistaria Surgery use a system called Klinik which asks a similar number of questions but does not offer an appointment at the end, the form is submitted and goes to be triaged by a clinician who will then either contact you or ask the reception team to book you an appointment. Webb Peploe on Church Lane are also using Rapid Health.
