Service Provider Clinician & Clinician Admin

Transcription

1 Choose and Book Service Provider Clinician & Clinician Admin Version 3 1 st Floor Victoria House Queen Alexandra Hospital Cosham PO6 3LY Tel: ext: ICT.Training@porthosp.nhs.uk Website: ICT TRAINING has made every effort to ensure that the material in this manual was correct at the time of publication but cannot be held responsible for any errors or inaccuracies. ICT TRAINING reserves the right to change or replace information contained in the manual without notice. For the most up to date version please refer to the website. All references made to patient records are fictitious for the purpose of training only.

2 TABLE OF CONTENTS 1. INTRODUCTION GENERAL COURSE INFORMATION INFORMATION GOVERNANCE What can you do to make IG a success? WHAT S NEW IN RELEASE Change Priority, Keep Appointment Button Usability Enhancements PDS Part Improvements to Patient Facing Printouts Enquiries Using Date Range Filters Enhancement Accidentally Closing Choose and Book ActiveX Software Installation STARTING CHOOSE AND BOOK Logging in as a Service Provider Clinician Admin Changing the Clinician you are working On Behalf Of FINDING HELP ON CHOOSE AND BOOK SETTING USER PREFERENCES Setting Preferences Restoring Preference Defaults SERVICE PROVIDER HOMEPAGE Your Homepage REVIEWING REFERRALS Sorting Worklists Filtering Worklists How to Access Referrals that Need Reviewing How to Open and Review the Clinical Information Marking a Referral as Having the Clinical Information Printed Accepting a Booking Rejecting a Referral Change Due By Date of a Booking Change Priority and/or Appointment Date/ Time Redirecting a referral to a different service Contents

3 10. SEARCHING FOR SERVICES Search using Specialty and Clinic Type Searching using SNOMED clinical terms Search Using Named Clinician Search by Organisation Site Name Search by Distance from Postcode Search by Indicative Wait Time Age and Gender Appropriate Services Content Sensitive Updating a Search Finding Services Selecting Services Shortlisting Services BOOKING A REDIRECTED REFERRAL Booking a redirected referral to an IBS Booking a redirected referral to a DBS Postponing the appointment booking to another time ADDING CLINICAL INFORMATION Adding Files and Comments Viewing Additional Clinical Information COMPLETING BOOKING FROM THE APPOINTMENTS FOR BOOKING WORKLIST Types of referrals in the worklist Booking or Rebooking an Appointment Recording a DNA (DBS Only) INDIRECTLY BOOKED APPOINTMENTS TO CANCEL IN PAS WORKLIST CHANGING A PATIENT S APPOINTMENT BOOKING Rebooking an Appointment for a Directly Bookable Service (DBS) Rebooking the Appointment Immediately Rebooking an Appointment for an Indirectly Bookable Service (IBS) OUTBOUND REFERRALS WORKLIST DISPLACED APPOINTMENTS WORKLIST Resolving a Displaced Appointment REJECTED CANCELLATIONS Resolving a Rejected Cancellation Contents

4 19. BROWSE THE DIRECTORY OF SERVICES (DOS) REPORTS ENQUIRIES APPENDICES Reprinting Referral Documents (After Acceptance) Cancelling an Appointment/Appointment Request Missing Referral Letters Enquiry Choose and Book Cancel Clinic Process FAULT REPORTING Out of Office Hours HELP WITH USING CHOOSE AND BOOK Your Smartcard ICT TRAINING CANDIDATE APPEALS PROCEDURE MANUAL VERSION CONTROL/LOG Contents

5 1. INTRODUCTION This document is aimed at providing guidance to end users of the Choose and Book system. The content of the manual is taken directly from the national Choose and Book training manual which has been updated to reflect release 4.3. Some content has been edited by to include local instructions. Other processes some of which are local have been included in the Appendices. Please note this manual includes guidance for both Direct and Indirect Booking Services (DBS and IBS). Currently Neurology and Community Paediatrics are the only services operating an Indirect Booking Service. 1-1

6 2. GENERAL COURSE INFORMATION COURSE TITLE METHOD OF TRAINING LENGTH OF COURSE PRE-REQUISITES SERVICE PROVIDER CLINICIAN / CLINICIAN ADMIN (Choose and Book) Classroom 3 hours Keyboard/Mouse skills ABOUT THE COURSE This course will introduce the delegate to the Choose and Book process. It will demonstrate the correct use of the Choose and Book system and provide a working knowledge of handling referrals and making, rebooking and cancelling appointments. SUITABLE FOR Clinicians working for a service offered through the Choose and Book appointment system. Administration staff whose role is to manage Choose and Book referrals and appointments on behalf of their clinician(s) and appointments at the patient s request. OBJECTIVES This course will enable the student to: 1. Successfully access the Choose and Book program with the use of a Smart Card 2. Access and navigate the help pages 3. Print Referral Letters (and attachments) 4. Accept and Reject Referrals 5. Change Priority / Due Dates / Appointment Date / Time 6. Cancel or Retain Appointments to Rebook Later 7. Redirect a Referral to a Different Service 8. Rebook and Cancel Appointments 9. Carry out Missing Referral Letters Enquiries 10. Manage Rejected Cancellations and Displaced Appointments 2-1

7 3. INFORMATION GOVERNANCE Information Governance (IG) sits alongside the other governance initiatives of clinical, research and corporate governance. Information Governance is to do with the way the NHS handles information about patients/clients and employees, in particular, personal and sensitive information. It provides a framework to bring together all of the requirements, standards and best practice that apply to the handling of personal information. Information Governance includes the following standards and requirements: Information Quality Assurance The NHS Confidentiality Code of Practice Information Security The Data Protection Act 1998 Records Management The Freedom of Information Act 2000 Caldicott Report December 1997 Further information can be accessed on the Trust Intranet. Click on Information Governance and Management Policies under the Governance and Policies heading What can you do to make IG a success? Keep personal information secure Ensure confidential information is not unlawfully or inappropriately accessed. Comply with the Trust ICT security policy and Staff Code of Confidentiality. Do not share your password with others. Ensure you "log out" once you have finished using the computer. Do not leave manual records unattended. Lock rooms and cupboards where personal information is stored Keep personal information confidential Only disclose personal information to those who legitimately need to know to carry out their role. Do not discuss personal information about your patients/clients/staff in corridors, lifts or the canteen Ensure that the information you use is obtained fairly Inform patients/clients of the reason their information is being collected. Organisational compliance with the Data Protection Act depends on employees acting in accordance with the law. The Act states information is obtained lawfully and fairly if individuals are informed of the reason their information is required, what will generally be done with that information and who the information is likely to be shared with Make sure the information you use is accurate Check personal information with the patient. Information quality is an important part of IG. There is little point putting procedures in place to protect personal information if the information is inaccurate Only use information for the purpose for which it was given Use the information in an ethical way. Personal information which was given for one purpose e.g. hospital treatment, should not be used for a totally separate purpose e.g. research, unless the patient consents to the new purpose Share personal information appropriately and lawfully Obtain patient consent before sharing their information with others e.g. referral to another agency such as, social services. 3-1

8 Comply with the law The Trust has policies and procedures in place which comply with the law and do not breach patient/client rights. If you comply with these policies and procedures you are unlikely to break the law. Written by PHT Information Governance Manager, Nov

9 4. WHAT S NEW IN RELEASE 4.3 The upgrade to 4.3 was released on 16 th /17 th April. This is a summary of the main changes in release 4.3 for users with Service Provider Clinician and Clinician Admin roles. For full details please view the 4.3 update presentation found on the Choose and Book website and within this end user manual, where all the latest functionality is detailed. Where there is text marked See Section X, this will link you to more in-depth information for that part of the new release Change Priority, Keep Appointment Button The Change Priority, Keep Appointment button has been removed from the Review Referral Summary screen. This is to ensure that the information between Choose and Book and the PAS match. Referral priority can still be changed using the Change Appointment, Date/Time button Usability Enhancements A number of enhancements will be made in Release 4.3 to make it easier to use. These enhancements will include: Processing DNA s This change will enable Service Providers to defer DNAs back to the Referring Organisation and remove them from their Appointments for Booking Worklist. Increase to Worklist Count The maximum count value for Worklists will increase from +25 to +50. A message will be displayed showing users the new count. 4-1

10 New - Clinical Information Screen The Referral Letter Details screen has been renamed as the Clinical Information Screen. The new screen will give viewers increased detailed, patient and clinical information and is easier to view by using either the tabs on the right hand side of the screen or by using the scroll bar. The information can be printed out by using the Print button, as per current functionality. See screenshot below: See Section 9.4 for further information PDS Part 1 There will be a number of small functional enhancements, including: Update Person Module Additional patient contact information will be available, including, where available, multiple telephone numbers. Consent to Share Module This section has been combined with the Update Person Module, so that the information will be available in one place. Date of Death Processing Where recorded on the PDS, a date of death will appear in a fixed field on the Homepage and within the Update Person Module. 4-2

11 Referrals can still be made where a date of death shows, to allow errors made on the PDS to be overridden. For Service Providers there will be no change in the current way that their local PAS system works. The following warning message will alert you giving the option whether to proceed or not with the referral Improvements to Patient Facing Printouts Improvements to patient facing printouts include an increase in information and sections being reformatted to make the printouts clearer, more patient-friendly and improve confidentiality awareness. Changes are highlighted below: 4-3

12 4.5. Enquiries Using Date Range Filters Enhancement For all user enquiries that allow a date range to be entered, the maximum date range allowed will be extended from 31 days to 92 days. A message will be displayed for users to show the increase Accidentally Closing Choose and Book To exit Choose and Book correctly, click the Log Out text at the top right hand of the screen. If you try to exit using the marker the following message will be displayed, giving you the option to exit or to continue with your Choose and Book session. If you choose OK, you will return to Choose and Book without losing any actions ActiveX Software Installation ActiveX is a technical enhancement to improve the login performance of Choose and Book for all users, affecting every PC used to log into Choose and Book. Local IT departments have been requested to install the ActiveX control onto all PCs in advance of Release 4.3, or to make sure the PCs are ready to automatically download the software from Choose and Book when Release 4.3 goes live. If ActiveX has been installed users will not see any change to the log in steps, and can proceed to use Choose and Book as normal after Release 4.3. If users see a message asking them to take action they should use the following guidance. 4-4

13 If the PC does not have ActiveX installed, the following message will appear every time Choose and Book is launched after Release 4.3. Users are advised to contact their IT department or support desk for assistance. Users who do not wish to take action this time can click Continue Without Installing. To install ActiveX 1. Open the Control Panel from the Settings option on the Start Menu: 2. Select Run Advertised Programs from the Control Panel: 4-5

14 3. Select NHS Choose and Book ActiveX... and click the Run button IMPORTANT: Users should not attempt the installation once they are logged into the Choose and Book application as work may be lost. 4-6

15 5. STARTING CHOOSE AND BOOK 1. Insert your Smart card and start Choose and Book. You will be presented with the dialog box below: 2. Enter your 4 digit code and click the appropriate button 3. If a short cut to the Choose and Book web site has been placed on your desktop, double click to open it. If you are using the Blades TSP network connection double click on the Departmental Applications shortcut and then double click on Choose and Book. Otherwise, open Internet Explorer and go to the following URL: Logging in as a Service Provider Clinician Admin There is an additional step when logging in as a Service Provider Clinician Admin. When you have selected your role, you will be asked to select the Clinician on whose behalf you are working from a picklist showing the Service Provider Clinicians for your organisation/service. Select the Clinician s name from the pick list and click OK. The home screen for Choose and Book will now be displayed, this is the same as the home screen for the Service Provider Clinician, and all information in this manual detailing the functionality of the Service Provider Clinician applies also to the role of Service Provider Clinician Admin. 5-1

16 5.2. Changing the Clinician you are working On Behalf Of Click On Behalf Of on the top left of the screen to change the Clinician you are working on behalf of. 5-2

17 6. FINDING HELP ON CHOOSE AND BOOK Online help can be accessed from the Help menu or a context sensitive link for some pages. These help screens provide access to a comprehensive set of help information. These pages should be used as the first line in the help process. The help screen will display: 6-1

18 You can expand the sections on the left hand side of the screen to reveal related topics. Each item in blue is a link to a topic and can be clicked. 6-2

19 You may search for words or phrases in the help system by clicking on the search link at the top Click Print to print the current help topic. 6-3

20 7. SETTING USER PREFERENCES 7.1. Setting Preferences Choose and Book will allow you to set user preferences. These preferences are remembered between logins and are available per user role. Therefore if you have multiple Choose and Book roles on your smartcard then you will have preferences set for each role. Each login homepage will have a Preferences button. Click the button to enter the preferences homepage. The options available to each user role will be dependant on the worklist and enquiry options available to that user. As each user role is different there will be small differences in the preferences screen display. The left hand section allows you to select the appropriate section to edit. Not all roles will have all the options available. 7-1

21 Patient Column Options Selects the optional columns to be visible in the Patient Activity List (PAL) on the referrer s home page. Worklist Column Options Sets the optional columns to be visible when displaying/printing worklists. Worklist Defaults Sets the worklist to be used as the user s default. Enquiry Column Options Set the optional columns to be visible when displaying/printing enquiries. Not all user roles will have all these settings. For example the Booking Manager role has some options disabled. This role does not have the option to select worklists so no default option is available Restoring Preference Defaults Click the Restore Defaults button to reset all the user preferences back to the default state. 7-2

22 8. SERVICE PROVIDER HOMEPAGE 8.1. Your Homepage Your Homepage is where all actions start from. As a Service Provider Clinician, your homepage has four main sections shown as Tabs : Worklists, Directory of Services, Enquiries and Reports. To enter each section, click the tab with the appropriate label (e.g. Worklists) The Worklists tab lets you manage your workflow. The Directory of Services tab lets you browse all entries in the Directory of Services. Enquiries are specific to your role and can be accessed through this link. Reports are pre-defined sets of information for a pre-set period of time. 8-1

23 9. REVIEWING REFERRALS All referrals for review will appear on the Referrals for Review worklist. You must monitor this worklist. All referrals appearing on this worklist must be processed. In Release 4.3 the Worklist Count has been increased from +25 to +50. A referral will not be available for you to review until a Clinical Information has been sent by the Referrer via Choose and Book and the patient has had an appointment booking made (either directly via CAB or indirectly via the Booking Manager). The actions to accept or reject a referral/booking are the same for both Directly Bookable Services and Indirectly Bookable Services (IBS). The process is only different when booking, re-booking or cancelling appointments. Clicking the Retain Appointment Rebook Later or Cancel Appointment Rebook Later buttons at any point, except in the Change Service workflow, ACCEPTS the referral into your service. You are unable to redirect once the referral is accepted Sorting Worklists It is possible to sort a worklist into ascending or descending order by clicking on the heading of the column you wish to sort. The first click will sort ascending and the second descending. 9-1

24 9.2. Filtering Worklists You are able to filter all your worklists by using the filters. The available options are: Service All the services associated with the current user Clinician All of the named clinicians Specialty - All of the specialties available for the services defined. Location All of the locations defined for the available services. To access the Specialty and Location filters click the View Additional Filter Options link. If the specialty filter is used on the Appointments For Booking worklist you may not be able to view all of the referrals on the worklist. The specialty is not a required field when creating a referral request. To view these referrals ensure that the Not Assigned option is selected as part of the workflow process. 9-2

25 9.3. How to Access Referrals that Need Reviewing Click Worklists tab, if not selected, and select the Referrals for Review worklist from the Filter By Worklist option. You now see a list of all new referrals and bookings made that need to be reviewed. The worklist shows: UBRN Letter First Submitted Received Letter Last Changed Printed Appointment Priority Clinician Patient Name NHS Status Unique Booking Reference Number, which is the CAB unique number for this referral/booking. The date the initial Clinical Information was submitted. The date that the appointment request was submitted. The date/time the Clinical Information was last updated. Indicates if the referral information has been printed. The date and time of the appointment. The priority of the referral. This is the default sort order. If the referral is to a Named Clinician, the name of that Named Clinician and will be indicated with an asterisk. If the slot has been associated (DBS only) but not referred as a named clinician, the clinician name will appear without an asterisk. The name of the patient. The NHS number of the patient. The status of the referral. See below for the options. 9-3

26 The referral status can have the following states: o o o o Letter Changed. The Clinical Information was changed after the service accepted the referral. Priority Changed. The priority was changed after the service accepted the referral. Never Reviewed. The referral has never been accepted by the service. Letter & Priority Changed. The priority and Clinical Information have both changed after acceptance by the service. Reviewing a referral will allow you to accept or reject the appointment booked to your service. A referral will not appear on the Referrals for Review worklist until some sort of clinical information has been sent by the Referrer via Choose and Book AND the patient has had an appointment booking made. The actions to accept or reject an appointment are the same for both DBS and IBS. 9-4

27 9.4. How to Open and Review the Clinical Information To open a referral for review: Click the UBRN in blue. This displays a summary of the referrer details, patient information including contact details, clinical information and any attachments. The Referring Organisation and Referring Practice details can be opened for further information. If the referrer sent a referral message via Choose and Book from their CAB-compliant GP system, then the Clinical Information column on the left hand side of the screen will display this information. Click each of the subheadings in turn to review their content or you can use the scroll bar to view the information. You can print these referral messages by clicking the Print button to display the option to print off Clinical Information Summary, which will print out all the information on the screen. If there is a referral letter or other attachments (eg ECG reports), you will also need to access and print this off by opening the blue text (underneath Attachments) and clicking the print icon or hold the CTRL key down and press P on your keyboard. If the referrer is a web-based referrer, all clinical information is sent via Choose and Book as attachments and is located Attachments section. The print option may not be available if there is no Clinical Information attached and the referral is an onward referral from a CAS. 9-5

28 It is important that you open and view all attachments to ensure you have the full information from the Referrer. Close the referral letter window to get back to the Review Referral Summary screen. Once you have reviewed the Clinical Information and information, you can either: o o o o Accept the booking as it is. Reject the referral to return it to the referrer. (This will cancel the appointment to your service automatically.) You can accept the referral, change the Priority, change the Appointment Time or Rebook into another service (this is called redirecting the referral). When all the referrals in the worklist have been reviewed you are returned to the main worklists screen. 9-6

29 9.5. Marking a Referral as Having the Clinical Information Printed If you need to print a Clinical Information then this action can be recorded in Choose and Book. From the Referral summary screen click Print. Click the option Printing Completed. Clicking Printed Completed marks the referral as having the Clinical Information printed. However, you cannot unmark the referral as not having been printed (there is no option to do so). Please make sure you do want to select this option. The printed column will now display a Y. If the Clinical Information information is changed by any user the printed flag will change back to N to indicate that referral information has not been printed. The flag will also be set to N if the referral is redirected (Change Service workflow) so that the new service will be aware that they have not printed it yet. 9-7

30 9.6. Accepting a Booking With the referral open you can accept the referral and booking as it is by clicking the Accept, Review Next button at the bottom right of the screen. Once you have accepted the referral and booking, the patient s referral will disappear from Referrals for Review worklist as it is no longer awaiting review. You will then be presented with the next referral in the list. To cancel out of the process and return to the worklist click Cancel. 9-8

31 9.7. Rejecting a Referral You can reject the referral/booking by clicking at the bottom right of the screen. If you are rejecting an Urgent or 2 Week Wait referral you will be presented with a warning dialog like this: Click Yes to continue with the rejection (and No to return to the previous screen). You then need to select the Reason for Rejection from the picklist (yellow fields are mandatory) and enter the rejection comments in the Comments box. These will be displayed to the referrer when they review their rejected referrals. Click referral for review. to confirm the rejection. You are presented with the next For a Directly Bookable Service (DBS), once you reject a booking, the patient s appointment will be cancelled in Choose and Book and in your hospital s PAS automatically. For an Indirectly Bookable Service (IBS), a cancellation alert will be displayed titled, Indirectly Booked Appointment Cancellation Alert. If you click Yes the UBRN will not appear in the worklist Indirectly Booked Appointments to Cancel in PAS. 9-9

32 If you click No the UBRN will now be available in the worklist Indirectly Booked Appointments to Cancel in PAS. You will be able to use this worklist to quickly review all the UBRNs that need cancelling in PAS. Once rejected the referral will appear on the referrer s worklist. They will need to action the referral. It is the responsibility of the referring organisation to contact the patient if a referral/booking is rejected by a Service Provider. However, it may be more convenient for the service provider organisation to produce the cancellation letter to the patient as the PAS may be able to do this automatically when the appointment is cancelled and the referral rejected Change Due By Date of a Booking From the Review Referral Summary screen click to display the Appointment Search screen. Amend the Due By Date field as necessary. Any current appointments showing will disappear, so you should click Re-suggest Appointments to bring back a show of appointments available to book into. If no appointments appear, then the Due by Date input should be reviewed. If the service only supports one priority then the button will display like this: 9-10

33 9.9. Change Priority and/or Appointment Date/ Time Accepting a Referral and Rebooking it at the same time (DBS Services) The appointment can be accepted and rebooked at the same time. You may also update the Priority and Due By Date at this time. You have accepted the referral at this point. Note that from this screen you can switch to the Change Appointment Date/ Time or Change Service workflows (see below for details). If you are rebooking a patient s appointment, you will need to contact the patient to consult them on the new date and time during the rebooking process. Click at the bottom right of the screen. You have accepted the referral at this point. The Appointment Search screen is now displayed. You can use the scroll bar to see up to 50 appointments currently available. Click Next Appointments and Previous Appointments to view appointments 50 at a time. You can change the view by clicking on Day or Week or Month on the right of the screen. 9-11

34 Select one appointment by clicking the round radio button to the left of the chosen date and time. Click Book. Choose and Book shows you a summary of the new booking on the Appointment Details screen. Select a Reason for Rebooking from the pick list (e.g. Clinic cancelled). Click Submit. You then see the confirmation of the booking you have submitted on the Appointment Summary screen. To print off a summary of the appointment and your patient s password click. You then have the option to print just the Appointment Summary, or the Appointment Summary and the Patient Password. Click the required option. Select the printer and click Print. Click Close at the bottom left of the screen to return to your Worklists Accepting a Referral and Rebooking it at the same time (IBS Services) The appointment can be accepted and rebooked at the same time. You may also update the Priority and Due By Date at the same time. If you downgrade a priority you will receive a warning dialog, see above for details. If you are rebooking a patient s appointment, you will need to contact the patient to consult them on the new date and time during the rebooking process. Click at the bottom right of the screen. 9-12

35 Enter the new Date, Time, Priority and Due By Date as required. At the bottom of the screen you may also add some free text in the Reason for Rebooking Comments box. Click Submit. If you click Yes the UBRN will not appear in the worklist Indirectly Booked Appointments to Cancel in PAS. If you click No the UBRN will now be available in the worklist Indirectly Booked Appointments to Cancel in PAS. You will be able to use this worklist to quickly review all the UBRNs that need cancelling in PAS. 9-13

36 9.10.Redirecting a referral to a different service This workflow allows you to redirect the referral to a different service. Once redirected to a different service the referral will appear on the Outbound Referrals worklist. If you are rebooking a patient s appointment, you will need to contact the patient to consult them on the new date, time and, possibly, location of the clinic during the rebooking process. Click. You have effectively accepted a duty of care to provide a shortlist of clinically appropriate services for the patient at this point. From this screen you can modify any part of the referral including: Priority. Due By Date. Specialty. 9-14

37 Clinic Type. Service. Appointment Time/ Date. Note that you are unable to use the Problem or Requested Procedure fields. If the initial refer used these to refer the patient then the terms used will be displayed but will not be editable. The orange highlight shows the service the referral is currently booked in to. You may also see a red highlight, this service has previously rejected this referral. You can still book into either of these services. Search for the services. Please see the section on searching for services for more detail on the service search. Then click Search Primary Care or Search All to display the service results. Select/ deselect the appropriate service(s) from the list. for DBS or for IBS. The following search criteria are cumulative. For Example, if you add a Specialty, Clinic Type and Named Clinician, the services returned to you will meet all the criteria you entered for each service displayed. You may now set up your search criteria, see the section Searching for Services. 9-15

38 10. SEARCHING FOR SERVICES Once you have entered the service selection screen you need to find appropriate services for the patient. You will need to select a Request Type. The options are: Appointment Advice The default is Appointment. If you wish to create an Advice and Guidance Request please select Advice and review the section on advice and guidance later in this manual. You must select a Priority from the pick list. The services that are returned are services that have been configured to provide appointments for your chosen priority. It is possible that the service will provide appointments for one priority but not for another. For example 2WW services may not provide any routine appointments and so will not be returned in a routine priority search. At this point you have a number of search options to find a list of appropriate services. When you have entered sufficient information to perform a search the Search Primary Care and Search All buttons will become available. This will then display all the services that meet your search criteria (see Finding Services below). The following sections describe the various search criteria available to you. 10-1

39 You may use a combination of search criteria. For example, a simple Specialty and Clinic Type search including Named Clinician, just enter the criteria at the same time. This will search for services that meet the Specialty, Clinic Type AND the Named Clinician criteria. 10-2

40 10.1.Search using Specialty and Clinic Type Select a Specialty from the pick list. The top part of the specialty list displays the most common specialties; this enables you to quickly select a specialty. This list is defined nationally and may change over time. The full list of all services is displayed below the line. 10-3

41 Select a Clinic Type from the pick list. The list of clinic types is dependent on the Specialty chosen. Selecting a clinic type is not mandatory if the search is combined with another criteria, such as Problem. 10-4

42 10.2.Searching using SNOMED clinical terms The preferred method for searching for services is using the SNOMED clinical terms search. This method of searching will allow the referrer to find services that are appropriate to the patient in the most accurate manner. The SNOMED search terms can be used in combination with other search methods, such as Specialty or they can be used independently. The recommended fields to use are: Problem and Requested Procedure Searching using the Problem field You may enter all or part of the clinical term in this field. For Example, if you wish to search for Glaucoma you need only enter a minimum of 3 characters GLA. The more characters entered in the search the more accurate the list of terms found will be. 10-5

43 Once you have entered the search term click on the ellipsis button This will then display the Problem Search dialog. The top of the dialog displays all of the terms found in the search. The terms listed in the Terms list are not in alphabetical order. They are listed in popularity order. Each time a referral is created using a clinical term that term will get an increase in its ranking. The more referrals created using a term the higher the ranking and the higher in the list the term will be placed. This ranking is based on national referral patterns and not on a per referrer basis. 10-6

44 Click the required term. The term will be displayed in the Preferred Term section in its hierarchical position. You are now able to select the term or, if you prefer, browse up or down the tree to see if there is a more appropriate term that could be used. Use the blue arrows next to terms to expand and contract the parent and child terms. When selected the term will be placed in the Selected Term box at the bottom of the dialog. Click Done 10-7

45 You will be returned to the service search screen with the problem listed in both the Problem field and the Clinical Term field. The Clinical Term field will only be automatically populated if it is blank and no service search has taken place. Please see Updating a search later in this section for more details. There is an optional field of Problem Status. This field allows the referrer to record one of two entries. Note: The Clinical Term field is the field that is actually used to search for services. The Problem field and the Problem Status fields, if populated, are both displayed to the service provider when reviewing the referral. You may now click Search Primary Care or Search All. 10-8

46 Searching using the Requested Procedure field The Requested Procedure field would generally be used to find diagnostic services. The functionality is almost identical to the process for using the Problem field. Enter all or part of the clinical term you wish to use for the search. In this case we will search for services that can provide an Audiogram. Click the ellipsis button The Procedure Search screen is displayed. 10-9

47 The terms listed in the Terms list are not in alphabetical order. They are listed in popularity order. Each time a referral is created using a clinical term that term will get an increase in its ranking. The more referrals created using a term the higher the ranking and the higher in the list the term will be placed. This ranking is based on national referral patterns and not on a per referrer basis. Select the required term. The term will be displayed in the Preferred Term section in its hierarchical position. You are now able to select the term or, if you prefer, browse up or down the tree to see if there is a more appropriate term that could be used. Use the blue arrows next to terms to expand and contract the parent and child terms. When selected the term will be placed in the Selected Term box at the bottom of the dialog

48 Click Done You are returned to the service search screen with the term listed in both the Requested Procedure and Clinical Term fields. The Clinical Term field will only be automatically populated if it is blank and no service search has taken place. Please see Updating a search later in this section for more details. Note. The Clinical Term field is the field that is actually used to search for services. The Requested Procedure field is displayed to the service provider when reviewing the referral. You may now search using the Search Primary Care or Search All buttons

49 Searching using Clinical Term only Although it is possible to use the Clinical Term field on its own, it is recommended that the Problem or Requested Procedure fields are used. These two fields are displayed to the service provider when reviewing the referral. The Clinical Term field is not. It is possible to enter a clinical term independently of the Problem or Requested Procedure fields. The functionality is almost identical to the process for using the Problem field. Enter all or part of the clinical term you wish to use for the search. In this case we will search for services that can provide an Audiogram. Click the ellipsis button 10-12

50 The Clinical Term Search screen is displayed. The terms listed in the Terms list are not in alphabetical order. They are listed in popularity order. Each time a referral is created using a clinical term that term will get an increase in its ranking. The more referrals created using a term the higher the ranking and the higher in the list the term will be placed. This ranking is based on national referral patterns and not on a per referrer basis. Select the required term

51 The term will be displayed in the Preferred Term section in its hierarchical position. You are now able to select the term or, if you prefer, browse up or down the tree to see if there is a more appropriate term that could be used. Use the blue arrows next to terms to expand and contract the parent and child terms. When selected the term will be placed in the Selected Term box at the bottom of the dialog. Click Done You are returned to the service search screen with the term listed in Clinical Term field. The Clinical Term field is NOT displayed to the service provider when reviewing the referral

52 10.3.Search Using Named Clinician Services may, or may not, have set up named clinicians in their organisations. The ability to search for clinicians is configured by each service. You may need to check with the providers to see if this facility is available. Using the Named Clinician search in Choose and Book means that you can search for services that are delivered by a particular Named Clinician. However, your targeted Clinician will only show for those services that have made him/her a Named Clinician when loading the Directory of Services. To enter the search for a named clinician click in the Named Clinician box. The search screen will appear. Enter the Surname of the desired Clinician you wish to find, then enter further details if you wish to limit the search findings (e.g. forename, organisation or location or specialty). Click Search. Choose and Book now shows you all the Named Clinicians in the system that meet your search criteria. You are given the full name of the Clinicians, their role and locations that are in the Directory of Services (DOS). You can see in the picture that Justin Cramer is a Named Clinician for a service or services only at the Royal Acute Trust. However, Richard Cramer is recorded as Named Clinician for more than one service.. This means that Richard Cramer is 10-15

53 To view the details of a Named Clinician, click their name in blue, and you will see their details. Click the name in blue again to close the information. If you click you will see the variety of services for that named clinician. To select one of the Clinicians, click on their row, not their name, to highlight them in orange. Click Done. You will now see the name of the selected clinician in the Named Clinician field on the main screen

54 10.4.Search by Organisation Site Name You may use this option to refine the search using the site name or an alias. The alias may be entered by the service for commonly-used names. For example St James may have the alias of Jimmy s Search by Distance from Postcode To limit the search to a geographical area, the patient s current location for example, you can display services within a specified number of miles from a postcode. The postcode entry can accept partial postcodes. The default postcode is set to the patient's home address (if a postcode has not been entered, the postcode defaults to the surgery postcode). It is strongly recommended that a distance value be entered. If a distance from post code is used then this will limit the number of services returned in a search to a reasonable geographic area. This will considerably improve the speed for a service search. Miles relates to the miles as the crow flies from the post code. In some cases this may not reflect an accurate distance to travel. Please be aware of this limitation Search by Indicative Wait Time If you need to limit the search for services that may be able to see the patient within a specified number of days, then you can set a number of days to limit the search to. This search will not guarantee the services returned in the search can supply an appointment in the time specified. For DBS the IWT is calculated as the current date to the 3 rd available appointment slot from the last slot poll. IBS use the current date to the median of the last 20 booked appointments. IWT is not dynamically calculated. IWT is only calculated for Routine and Urgent referrals

55 10.7.Age and Gender Appropriate Services Choose and Book uses the PDS to ascertain the gender and age of the patient. If the patient falls outside restrictions entered by the service provider then that service will not be displayed when you search for services. For example, if the service has set a minimum age for patients of 16 years and your patient is 14 years old the service would not be displayed in the service list even though it meets your other search criteria. You are able to disable this function, please use with care, so that all services that meet your search criteria are displayed. Simply un-tick the box (it is selected by default) Content Sensitive Although not a service search option you have the option to tick the Content Sensitive box. Making an appointment request Content Sensitive creates some restrictions on who can see any information about this referral request. In the referring organisation, users with Referrer and Referring Clinician can view information about this particular appointment request but not those with Referring Admin roles. All staff in the associated workgroups within the service provider referred to, will be able to view information about that appointment and referral. The Telephone Appointments Line (TAL) will NOT be able to view any information, so if you make a request Content Sensitive, the patient cannot call the TAL to complete their booking. This change is an update in Release 4.3 to allow other roles within the referring organisation to view and action referrals marked Content Sensitive in the absence of the original referrer s absence. When ticking the content sensitive box the following screen message is displayed: Once submitted the UBRN will NOT be viewable or processable by the Booking Management Service Admin or Referring Admin users in the referring organisation or registered GP practice. The UBRN will remain viewable and processable by Referring Clinicians, Referring Clinician Admin and the Booking Management Service, HCP Proxy in the referring organisation and registered GP practice. It will also be viewable and processable by the Service Provider users associated with the service that the UBRN is booked into. Please ensure that this has been discussed with the patient

56 10.9.Updating a Search It is possible, at any time, to change the search criteria for a service search. If you have clicked Search Primary Care or Search All then, from the service display page you are able to return to the service search page at any time by selecting the Search Criteria button. This will return you to the service search screen. You are now able to alter any of the search criteria

57 Please note: If you alter the Problem (or Requested Procedure ) field the Clinical Term field will not populate automatically, even if you manually remove the contents of the field. This should not normally present a problem for you. If you need to redefine the SNOMED search parameters then it will be unlikely that the Problem field will need to be changed, the patients problem has not changed. It is therefore suggested that the Clinical Term field is updated to search for different services independently of the Problem (or Requested Procedure field). You are also able to use the Specialty and Clinic Type fields either with other search fields or separate from to redefine the search. If you do need to redefine the Problem (or Requested Procedure ) field then you will need to edit both this field AND the Clinical Term field

58 Finding Services When you have set up your search criteria you can click Search Primary Care: By clicking this button the services that are displayed will be defined as Primary Care Services. These services will have been commissioned by your PCT. Primary Care services not commissioned by your PCT will not be displayed. Search All: The services returned by this search are either defined as Primary Care (and commissioned by your PCT) or Secondary Care services. The Secondary Care services are ALL services on Choose and Book that meet your search criteria. This list may be quite extensive. However, the closest services are listed at the top of the search by default. Important: Selecting Search Primary Care will only display local primary care based services that have been commissioned by your PCT. It will not show any trust based services. To see all the available services select Search All. This will show all the services in Primary Care or Secondary Care that meet the search criteria. Previously in Choose and Book Telephone Assessment services did not display miles and this placed them at the top of the list of services. As the Search All button displays all the services in Choose and Book this could show many Telephone Assessment services at the top making it difficult to see other service types. Telephone Assessment Services now show the miles to place them in the correct geographical position in the list but it should still be noted that the patient will not attend this type of appointment. Where a postcode is defined in the search criteria the services will be sorted by distance from the postcode. The patient postcode is entered by default. If the patient has no postcode the practice post code is used by default. If the practice has no postcode set then no mileage is calculated unless a postcode is manually entered. If no postcode is entered in the search criteria, the services will be sorted alphabetically by service name

59 Miles relates to the miles as the crow flies from the post code. In some cases this may not reflect an accurate distance to travel. Please be aware of this limitation Returning to the Service Search Screen If you wish to return to the service search screen simply click the Search Criteria button You will be able to return to the service list by clicking on the View/Modify Shortlist button on the service search screen Referrer Alert The referrer alert column will display any important information to the referrer for a specific service. Hover the mouse over the red exclamation for 2 seconds to display 10-22

60 the yellow reveal. Moving the mouse will close the reveal. Not all services will have a referrer alert Finding Detailed Information About a Service You can get more detailed information about each of the services offered by clicking the name of a service which is in blue. Choose and Book will display the full information that is recorded in the Directory of Services for that service. This is your opportunity to check that the choices you will offer your patient are clinically appropriate to their particular needs. Click OK to return to the service search screen. The Patient Info column has a web link to where you can find information about that service on the Choices website

61 Selecting Services Using the check boxes to the left of the service name you can select the services appropriate for the patient. If you select several services and then click the Compare Services button, you will see information on the Choices website ( showing the services side by side so you can compare them. You can view the Indicative Wait Time for each service by looking at the Indicative Wait Time column. Once you have made your service selections you can now make an appointment request or book the patient directly into a service Viewing the Search Results The list of services is displayed as a simple list. However, it is possible to group the service by organisation. This may help in making the choice. From the service search screen use the Group By option to select Organisation. This produces a view like this: You can click on the blue arrow to expand an organisation to view all the services

62 Sorting the services by a column heading (click the column heading title) will sort the services within each group

63 Shortlisting Services You can shortlist and select services for your patient by clicking the check box to the left of each service that is appropriate for the patient. You can now book an appointment or create a request for later booking of the appointment

64 11. BOOKING A REDIRECTED REFERRAL The following paragraphs detail the function of each one of these options: 11.1.Booking a redirected referral to an IBS You can book the patient directly into the service IF you have been set up to be able to do this for the service. As IBS services do not have a PAS system compliant with Choose and Book the date and time entered into Choose and Book needs to be manually entered into the PAS clinic, you will therefore need to be able to add the booking to the services PAS system. If you are not able to do this you will only be able to make a booking request. The patient will then need to call the booking manager for the service to book the appointment. You can now select from the following options (the Indirectly Book Option is only shown when an indirectly bookable service, that you are associated to via workgroups, is selected in the short listed services). Click. 11-1

65 Enter the required details, you must fill in the mandatory (yellow) fields and optionally add some free text in the Reason for Rebooking comments box. If you don t want to book at this time you can postpone the booking by using one of the Rebook Later buttons. You can click. 11-2

66 11.2.Booking a redirected referral to a DBS You can book the patient directly into a service or you can request a booking into the service or simply make a request for the patient to book the appointment. You have three options for this; Cancel Appointment Rebook Later, Retain Appointment Rebook Later and Appointment Search Booking a Redirected Referral Immediately Click. Select the new appointment time and click Book. 11-3

67 11.3.Postponing the appointment booking to another time You can do this from either the IBS or DBS workflow Cancel Appointment, Rebook Later Click. You are cancelling the appointment so you will see the following dialog box: The UBRN will now appear on the Appointments for Booking worklist. You will now confirm the cancellation in the Appointment Details Screen and you will need to enter a reason. If you enter some text in the Instructions to Administrator text box at the bottom of the screen this is displayed when the appointment is rebooked from the Appointments for Booking worklist. Useful if someone else will be rebooking the appointment Click. If the appointment was booked into an IBS then the following message will appear: 11-4

68 If you click Yes the UBRN will not appear in the new worklist Indirectly Booked Appointments to Cancel in PAS. If you click No the UBRN will now be available in the new worklist Indirectly Booked Appointments to Cancel in PAS. You will be able to use this worklist to quickly review all the UBRNs that need cancelling in PAS. The UBRN will be moved to the Appointments for Booking worklist with a reason of Rebook Retain Appointment, Rebook Later Click on. You are taken to the Appointment Request Details screen to confirm. If you enter some text in the Instructions to Administrator text box at the bottom of the screen this is displayed when the appointment is rebooked from the Appointments for Booking worklist. Useful if someone else will be rebooking the appointment. Click. At this point the appointment will remain booked. The UBRN will be moved to the Appointments for Booking worklist with a reason of Rebook. 11-5

69 12. ADDING CLINICAL INFORMATION 12.1.Adding Files and Comments You have the ability to add additional clinical information to a referral. This data is in addition to, and separate from, the referral letter attached by a referrer. Choose and Book will ensure that no duplicate file names are used for each attachment. Clinical information allows you to attach any type of file that is relevant to the patient s referral. Don t forget that Choose and Book will store all the information about the patient referral, currently, indefinitely. This will reduce the need to save paper referral information for the patient. Changes to clinical information will not affect the referral letter from the referrer and changes to the referral letter will not affect the additional clinical information. You can access this screen at various times during UBRN actions, there will be a button titled Add Clinical Information at the bottom of the screen. This is usually the appointment summary screen (use the action View Appointment to access the appointment summary screen). You can also see this screen from the Review Referral action. Click. The Add Clinical Information screen is displayed. 12-1

70 You may add free text to the Clinical Comments box. You can add attachments by clicking Add Attachment. Browse to the location of the file you wish to add and click Open. If you select a file with the same name as one that is already attached (don t forget the referrer will have attached files as well) you will see this message: Click OK and select a different file, or rename the existing file and start again. Repeat the attachment process until all the required files are attached. You may remove an attachment by clicking the red x. 12-2

71 You can attach the following file types: Plain Text (.txt), HTML Text, PDF, XML Text, RTF Text (.rtf), Basic Audio, MPEG audio, PNG Image, GIF Image, JPEG Image, TIFF Image, MPEG Video, MSWORD. You are able to add a file description to the file. To do this simply click the text Click here to add a file description You may add up to 200 characters for the description. This text will be displayed to any user viewing the attachment. 12-3

72 12.2.Viewing Additional Clinical Information Additional clinical information is viewed on the Appointment Summary screen: You can see this from the Service Provider Activity screen of a UBRN. This appears at various times during UBRN actions. You can also see this screen from the Review Referral action. Click the Service Provider Activity section and the screen is shown. You may click the blue file name to open and view the attached files. There is no alert sent to the GP that tells them that clinical information has been added. If the GP needs to see this information they can view it from the Appointment Summary Screen in the same way that you can view it. 12-4

73 13. COMPLETING A BOOKING FROM THE APPOINTMENTS FOR BOOKING WORKLIST The Appointments for Booking worklist contains referrals (UBRNs) where the initial appointment was booked to your service and has been subsequently cancelled or requires rebooking from a workflow such as Cancel Appointment and Rebook Later. Important! Although there are several reasons that will cause a referral to appear on this worklist it should be noted that the general rule for worklists applies: If a referral is on a worklist then it requires actioning or monitoring by you. In this case all the referrals on the worklist require you to ensure the patient gets an appointment booked or rebooked. In most cases you will have duty of care for the patient and no one else will be performing this action. This worklist will contain not only referrals where you have cancelled the appointment but also referrals that have appointments cancelled by other users, a GP s Admin for example. The reason column will provide some detail of why the referral is on the worklist. When the appointment is cancelled the referral also re-appears on the referrer s Activity List. (It was removed when the referral was accepted). Therefore the GP can also see that the appointment needs rebooking. 13-1

74 13.1.Types of referrals in the worklist Select Appointments for Booking from the filter to open the worklist. Click the UBRN of the referral you wish to view. Click Actions to reveal the actions available to you. The actions you can perform will depend on the status of the Reason column. You may see the following in the Reason column: Rebooking Actions available: Rebook Appointment, Cancel Appointment, View Appointment and View History. Note that at the bottom of the reveal the text box called Instructions to Administrator displays the text entered in the Appointment Request screen. 13-2

75 Cancelled By Patient or Cancelled By Provider Actions Available: Book Appointment, Cancel Appointment, View Appointment and View History DNA Actions available: Record DNA, View Appointment and View History Booking or Rebooking an Appointment From the Action menu of a UBRN click Book or Rebook (the workflows are the same). The screens will now differ depending on the type (IBS or DBS) of service you are rebooking. For IBS services you will see the following: Enter the new date and time and reason for rebooking. Click Submit to continue. 13-3

76 For DBS services: Select the new date and time and click Book. Tell the patient that the hospital will send the patient a clinic letter to confirm their appointment (Choose and Book will not send a confirmation) and give them more details about how to get to the room where the clinic is being held. This may change according to local process. 13-4

77 13.3.Recording a DNA (DBS Only) You are unable to book an appointment for the patient until the DNA has been cleared using the following processes. A referral will display as a DNA entry on the Appointment for Booking worklist if the appointment has been marked on Choose and Book as DNA by the receipt of a DNA message from the PAS (or other service provider system) and has not had a Record DNA action against it. Click Record DNA from the Action menu to see the Record DNA screen. 13-5

78 There are several mandatory fields to enter: Contact Attempt DNA Reason Outcome The Patient was contacted. Unsuccessful attempt to contact the patient, on date at time. No attempt to contact the patient. The currently recorded DNA reason is displayed and you may change it if required. Rebook o Will take you to the Appointment Search screen where you can make another appointment for the patient. No further appointment. o This option closes the UBRN and should only be chosen where no further appointment is required. Contact the patient again after X days. o The UBRN is removed from the worklist and will reappear in x days time. Send for Referrer follow up (new in Release 4.3) o The UBRN is removed from the worklist and will appear on the Referrer Action Required worklist at the originating referring organisation. The optional Additional Comments textbox will allow free text to be added. When complete click Save. It is currently recommended for PHT that you only use the Outcome No further appointment in all cases as this closes the UBRN. Ensure you use the Additional Comments box to inform the GP if the patient has been discharged or rebooked in PAS, in which case include the rebooked appointment details. Please continue to use the function DFU within PAS to process your DNA s. Remembering you also need to clear down the DNA s from the Appointments for Rebooking worklist in Choose and Book. 13-6

79 14. INDIRECTLY BOOKED APPOINTMENTS TO CANCEL IN PAS WORKLIST The Indirectly Booked Appointments to Cancel in PAS is intended to assist you with maintaining cancelled appointments in Choose and Book and PAS. There is no link between Choose and Book and PAS for IBS, therefore when an appointment is cancelled in Choose and Book this appointment needs to be manually deleted in PAS. The appointment may be cancelled by you or another user role during a cancel or rebooking procedure. The worklist acts as a reminder and has no other function. Select the Indirectly Booked Appointments to Cancel in PAS worklist from the worklist filter. This will show the worklist Indirectly Booked Appointments to Cancel in PAS. Click the UBRN. Click. The UBRN is now removed from the worklist. 14-1

80 15. CHANGING A PATIENT S APPOINTMENT BOOKING If the Service Provider Organisation needs to change a patient s booking for any reason the patient will need to be contacted by the Service Provider, and offered a new appointment of their choice. If a Patient contacts your service direct and requests a change in their appointment date and time, you could refer them to the Telephone Appointments Line (TAL) call centre if your service is a DBS, or to your local IBS Booking Manager if your service is an IBS Rebooking an Appointment for a Directly Bookable Service (DBS) To change a patient s booking you first need to contact the patient so you can discuss the choices of appointments with them. Click the Enquiries tab at the top of the screen. Click Enquiry, and select Patient Enquiry. Enter the NHS number or UBRN for the patient you are seeking and click right side of the screen. Click the UBRN of the booking to open. Search on the You can see the details of the appointment you are about to cancel or rebook by clicking View Appointment or View History. 15-1

81 15.2.Rebooking the Appointment Immediately Click The next screen will be dependent upon the type of service, IBS or DBS For DBS You now see the Appointment Search screen, where you can see your organisation/service. You can change the view by clicking Day or Week or Month on the right of the screen. Select one appointment by clicking the round radio button to the left of the chosen date and time. Click Book. Choose and Book shows you a summary of the new booking you wish to make, and you need to pick a Reason for Rebooking from the pick list (e.g. Clinic cancelled). Click Submit. 15-2

82 To print off a summary of the Appointment and your patient s password click Print. You then have the option to print just the Appointment Summary, or the Appointment Summary and the Patient Password. Click the option required. Select the printer to print to and click OK. Click Click Click Close Close Close to close the Print Appointment Confirmation screen. to close the Appointment Summary screen. to return to your homepage. You will now need to print off a clinic letter from your PAS and send it to your patient too For IBS You will see the IBS booking screen (If you have access to book directly into the PAS). Enter the date and time of the new appointment and select a reason to rebook. Click Submit. 15-3

83 A cancellation alert will be displayed titled, Indirectly Booked Appointment Cancellation Alert.. If you click Yes the UBRN will not appear in the new worklist Indirectly Booked Appointments to Cancel in PAS. If you click No the UBRN will now be available in the new worklist Indirectly Booked Appointments to Cancel in PAS. You will be able to use this worklist to quickly review all the UBRNs that need cancelling in PAS If your Patient wishes to Rebook later If your Patient wishes to take time to think about their options, they can call the Telephone Appointments Line (TAL) later to book the appointment. However, you still need to cancel the appointment in Choose and Book and record the reason for the cancellation, so the TAL can make the new booking later. Click Enquiries then Enquiry, and select Patient Enquiry. Enter the patient s NHS number or UBRN and click Search to find them. Click the UBRN of the booking you wish to open. Click from the actions picklist. You now see the Cancel Appointment Screen, where you need to select the Reason for the cancellation of that appointment (e.g. Cancelled clinic) from the picklist. Click Cancel Appointment at the bottom right of the screen. Choose and Book now gives you a message for you to be sure of what you are doing. Click Yes if you do want to cancel the appointment. 15-4

84 15.3.Rebooking an Appointment for an Indirectly Bookable Service (IBS) IBS appointments are not electronically booked via CAB, as the patient contacts the Booking Manager by telephone for them to make the booking in the organisation s PAS and then record that appointment in Choose and Book. You can rebook the appointment but the booking manager will usually need to cancel the appointment in the PAS and may also need to book the new appointment in the PAS. To help remind you to cancel bookings in PAS the worklist Indirectly Booked Appointments to Cancel in PAS is available. To change a patient s booking you first need to contact the patient so you can discuss the choices of appointments with them. Click the Enquiries tab at the top of the screen. Click Enquiry, and select Patient Enquiry. Enter the NHS number or UBRN for the patient you are seeking and click right side of the screen. Click the UBRN of the booking to open. Search on the You can see the details of the appointment you are about to cancel or rebook by clicking or View History Rebooking the Appointment Immediately Click. Enter the new date and time and click Submit. You are cancelling an appointment, to create a new one in Choose and Book. The following warning is displayed: 15-5

85 If you have cancelled the old date and time for the booking in the PAS then answer Yes. If you have not cancelled the old booking date and time in PAS answer No. If you answer yes the UBRN will be added to your worklist to remind you to delete the old booking in your PAS. If you select No the UBRN and the OLD date and time will be added to the Indirectly Booked Appointments to Cancel in PAS worklist. The Booking Manager has access to the same list. Click Close. 15-6

86 16. OUTBOUND REFERRALS WORKLIST This worklist is used to show the status of referrals that have been referred to a different service. The Reason column describes why the referral is in the worklist. Click the UBRN you are interested in. The Actions you can perform are dependent on the status of the referral. 1. Not Reviewed. This status is used for a Referred On or Redirected referral that is waiting for the receiving clinician to review the referral. From the Actions menu you can: Rebook Appointment. Cancel Appointment. View Appointment. View History. 16-1

87 2. Rejected. Note: A redirected referral may be rejected by the new service. If the referral was Redirected (the Change Service option was used and the status shows Service Changed ) the referral is sent back to the initial referrer, usually the GP, and is NOT displayed in this worklist. This status is used for an Onward Referral (i.e. from a CAS Service) that has been rejected by the receiving clinician. From the Actions menu you can: 3. Cancelled. Rebook Appointment. Cancel Request. View Request. View History. This status is used for an Onward Referral (i.e. from a CAS Service) that has had its appointment cancelled prior to being accepted. From the Actions menu you can: Rebook Appointment. Cancel Request. View Request. View History. Remove. 16-2

88 17. DISPLACED APPOINTMENTS WORKLIST This worklist displays all the referrals that Choose and Book has detected as displaced. A Displaced Appointment can be caused by the following: The local PAS has cancelled an appointment but the cancellation message was not sent to, or was not received, by Choose and Book The slot poll advertises a slot as available but Choose and Book believes it to be booked or vice versa This potentially causes the PAS and Choose and Book to be out of synch If the referral appointment is rebooked via Choose and Book then the displacement may resolve automatically and the referral will be removed from the worklist Resolving a Displaced Appointment The problem will need to be resolved in the PAS and/or Choose and Book. This will depend on the cause of the displacement. When resolved the referral will need to be removed from the worklist. There are several options on the action menu. 17-1

89 Contact: Allows you to record a patient contact. You will need to select a reason from the combo box. Contact Completed:- Records the contact as completed, the referral remains on the worklist. Record Attempt:- Records an attempt to contact the patient and allows you to set a number of days to make contact again. Note: Although the option states Appointment Line Follow Up after x days the appointment line will NOT see this referral. The referral is removed from your worklist and is displayed again, on your worklist (not the appointment line) after x days. No Further Follow Up:- The referral is not removed from the worklist. Rebook Appointment, Cancel Appointment and View History. All these options are identical to workflows described in this document. 17-2

90 Remove. This option removes the referral from the worklist providing several options. Select the appropriate reason and Submit. The referral is removed from the worklist. Once removed the UBRN history will record the action 17-3

91 18. REJECTED CANCELLATIONS A Rejected Cancellation is a referral in Choose and Book that has had an appointment cancelled but the service provider PAS (DBS only) has rejected the cancellation message This potentially causes the PAS and Choose and Book to be out of synch If the Choose and Book cancellation was part of a rebooking it is possible that the PAS now shows two appointments for the UBRN, the initial appointment was not cancelled Resolving a Rejected Cancellation The Rejected Cancellation will need to be resolved. This may require altering the booking in the local PAS and/or Choose and Book. Once the problem is rectified the referral can be removed from the worklist. The UBRN reveal has a Remove option. 18-1

92 Selecting Remove displays the following screen: Select the appropriate option and Submit. The referral is removed from the worklist. Once removed the UBRN history will record the action 18-2

93 19. BROWSE THE DIRECTORY OF SERVICES (DOS) The Directory of Services (DOS) is the repository of all information about services that can be booked via Choose and Book. You can browse all the services loaded in the DOS regardless of whether they are commissioned by your PCT without initiating any appointment requests or bookings. From your homepage, select the Directory of Services tab. You can now select particular search criteria and then ask Choose and Book to search for and show you all services within the DOS that meet your search criteria. You can search for services by a combination of Clinical Term, Specialty, Clinic Type, Named Clinician, Priority, Organisation, Staff Mix, Menu, Indicative Wait Time and Postcode. For details on the clinical terms search functionality please see the Service Search section. The functionality is identical to the Clinical Term Search in this section. The View Additional Filter Options is closed by default. Please note that the default option for the Menu field is Primary Care. Please ensure oyu select the appropriate Menu option when searching. The Menu option will provide the following options: Primary Care this will select services which qualify for the Primary Care Menu. This will only display commissioned services. Secondary Care - this will select services which qualify for the Secondary Care Menu. 19-1

94 All Services this will select all services that qualify for either the Primary Care or Secondary Care Menu. Services which are commissioned or not commissioned on the Primary Care Menu will display. All Available for Booking this will select all services that qualify for the Secondary Care Menu and all commissioned services on the Primary Care Menu. When you have selected the criteria click Search. You now see all the services loaded in the DOS that meet your search criteria. Not just those your own PCT has commissioned, that would normally be the case if a referrer was searching or a Service was redirecting a referral. Click the Service Names (in blue) to give you the detailed information loaded in the DOS for that service. Use the scroll bars on the right and to the bottom of the view to see all services relevant to your search. You can print the information by clicking Print Click OK to return to the list of DOS services. 19-2

95 20. REPORTS Detailed information on the use of Reports and Enquiries is available from: These manuals detail which report extracts and enquiries are available for each role. Reports are pre-defined sets of information for a pre-set period of time. The pre-set period of time for reports is either a calendar month or week and they are generated retrospectively. To access the reports available, click on the Reports tab on your homepage, and then select the report you wish to view. Click the HTML link of the report you wish to view. The reports available to view will be dependent on the role that you used to log on with. 20-1

96 21. ENQUIRIES Enquiries are specific to your role. For a full list of the options, see the manuals on the following link: An Enquiry is similar to a report with pre-defined information, but you can define your own time period for an enquiry. To access the enquiries, click the Enquiries tab on your homepage. From the pick list of enquiries, select the type of enquiry you wish to view. Below is a screen shot of the Service Provider enquiries. Other roles will have a different set of enquiries. Enter the search criteria, remember yellow boxes are mandatory. Then click Search 21-1

97 You can now click the UBRN of the referral you wish to work with. The maximum date range in an enquiry is 92 days. If dates outside this range are entered, the search button will not be available. Note that if you have removed optional columns from an enquiry, using the Preferences option, the column will be removed from the enquiry and its print out. 21-2

98 22. APPENDICES 22.1.Reprinting Referral Documents (After Acceptance) Ensure you have the Enquiries tab selected 1. From the Enquiry Type button select Patient Enquiry or Appointment Enquiry Patient Enquiry 2. Search for the patient by entering either the NHS number or UBRN. 3. Click on the Search button. 4. Click on the correct UBRN number for the activity you are dealing with. 5. Click on the Actions button. 6. Select View Appointment. 7. The Appointment/Referral Summary screen will display Appointment Enquiry 2. Select the clinic from the Service picklist, or leave blank to show all clinics. 3. Set the Clinician picklist to Show All. 4. Enter the date of the clinic in the Start Date and End Date boxes. 5. Click on Search. 22-1

99 6. Click on the correct UBRN number for the patient you are dealing with. 7. Click on the Actions button. 8. Select View Appointment or Review Referral. 9. The Appointment/Referral Details Summary screen will display Printing Once the Referral/Appointment Summary screen is displayed make sure you print ALL relevant documents: The Referral Details Summary. The Appointment Details Summary. All Referrer Attachments (listed towards the bottom of the Referral Details screen). All documents displayed as a list under the Referral Letter Details link in the left hand column. To view: The Appointment Details Summary click on Appointment Details in left hand column. The Referral Details Summary click on Referral Letter Details in left hand column. Each Referrer Attachments click on each file name (blue hyperlink). Documents listed under the Referral Letter Details link click on each link. 22-2

100 To print: You can use the Ctrl + P keyboard combination. You can click on the Print button at the top of the window displaying an opened attachment. You can print the Appointment Details Summary or the Referral Letter Details Summary screen by clicking on the Print button and selecting as required. 22-3

101 22.2.Cancelling an Appointment/Appointment Request To start, search for the Appointment Request. 10. Click Enquiries on the top right of the window. 11. In Enquiry Type select Patient Enquiry. 12. Enter the patient s NHS number or the UBRN. 13. Click Search. 14. Click the blue UBRN for the activity required. 15. Click on and select Cancel Appointment. 22-4

102 16. Select a reason from the Reason drop down menu. NOTE: Depending on the reason selected the Cancel Appointment Request check box will have one of the following statuses: Unchecked and active to allow the Appointment Request to be cancelled if required. Unchecked but not active the Appointment Request may not be cancelled. Checked and not active the Appointment Request will be automatically cancelled. 17. Leave the Cancel Appointment Request box empty for the UBRN to be left open for a further appointment to be made at a later date. See example below: 18. Click in the Cancel Appointment Request box to cancel the appointment and the appointment request. The patient would need to return to their GP to restart the process with a new referral. See example below: 22-5

103 NOTE: Depending on the reason selected the Reason for Cancellation Comments box may be a yellow (mandatory) field. 22-6

104 22.3.Missing Referral Letters Enquiry To start, select the Enquiries tab 19. From the Enquiry Type options select Missing Referral Letters. 20. Filter the enquiry by service and/or clinician, if required. 21. Enter a date range (in the future) within 31 days (the maximum range for an enquiry). 22. Click Search. Records for missing referral letters will be displayed. NOTES: To appear on this enquiry the referral must have an appointment booked to the service and the referral letter due date must be in the past. The practice telephone number is not listed on this screen in live. 22-7