Using the CRM for Healthwatch Hampshire
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- Terence Rafe Bates
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1 Using the CRM for Healthwatch Hampshire Questions or trouble logging in? Alexa Overington Sally Ann Wakeford Steve Taylor tel: HOW TO LOGIN TO THE CRM Use an internet browser like internet explorer and go to (you should save this as a bookmark for easy access): You will need your bureau s CRM LOGIN Some examples of Login ID s: basingstokecab@healthwatchhampshire.co.uk tadleycab@healthwatchhampshire.co.uk rushmoorcab@healthwatchhampshire.co.uk Passwords need to be reset periodically so it may be worth recording new passwords in a safe place for all bureau staff to see. If your password needs to be reset the new password will be sent to the address that is your login. If you lose the password for the account you will need to contact Steve Taylor who s details are above to get this reset. Bureau Name Login Passwords This is the process to follow for all new experiences and stories that are to be recorded in the CRM. We are interested in ALL health and social care related issues, without exception. 1
2 Once you have logged in you will see this screen Onc To record feedback on the CRM First add a new account To start recording a piece of feedback the first thing you need to do is add a person account to link the interaction to. To do this go to the top left of the screen and click on the accounts tab. On the next screen click on the little new button which is in the blue part of the recent accounts section. Person account should already be selected so just click continue on the next screen. You will then be taken to a page called New Account on this page the important information is: Last Name: put the Petra number in here Data Protection Explained: Select Yes Ethnicity: Select not asked In the receiving summary at the bottom click on Healthwatch and select Hampshire from the drop down box. That s it for this page now click on save right at the bottom. You will then be take to the account summary page. Scroll down a fair way until you see the interaction section. Select new interaction. 2
3 New Interaction (story) On this next page select Healthwatch Interaction (will already be preselected) from the list and click continue. Information to fill in on the new interaction information section Contact/Account name Leave blank Interaction origin Interaction detail Select CAB. Select CAB Bureaux, eg. Winchester and add the petra number here How did you hear about us down list. This information helps us with our promotion. Please choose from the drop Referrer Leave blank Interaction Details Services Defaults to Healthwatch. Services Plus Project This is for ADVOCACY services only. Select NHS Complaints Advocacy Hampshire project if the case is being handled by advocacy service, otherwise select None. Enter Healthwatch Hampshire. Once you have entered this once it will easily appear when you click on the magnifying glass. Commissioner Leave Blank Service Provider Enter the name of the hospital, GP, care home etc., or unknown. All services are on this list and can be searched for. Use the postcode if you can t find the name. Sentiment This is important for us. Please choose from the drop down list. Would you recommend us? This field does not apply to Healthwatch. Leave blank Key Words Enter 4 or 5 summary words or to quickly summarise what the issue is about. For example: Horsham Hospital, diabetes, meals. Try to avoid generic phrases which do not tell us anything, such as Lady wants to complain. What happened Use this to enter a full summary of the client s story. This should focus on the experiences, problems, outcomes and impact on the client, as well as their thoughts and feelings. Aim to include as many details as are relevant, while being concise. It is important to present the client s perspectives rather than your own! Service User/Patient Residential Area Give details of where the person involved in the story lives (the service user s home Town or Postcode in Hampshire). Note: their provider may be outside of Hampshire. If you are able to share this. Commentator audience Please select Individual. Commentator type Please choose from the drop down list how the caller is related to the person in the story. If the issue is about themselves, choose Service User. 3
4 newsletter - don t offer this as an option Safeguarding if you think there could be a safeguarding issues involved in the story follow the CAB National Safeguarding Policy. If you are unsure, please ask your supervisor. Select Submit to complete the interaction. On the next page scroll down to Topics which is further down the page. Select New Topics now is the time to add the topics to the story (interaction) Healthwatch Mandatory Additions The Mandatory addition of Topics and Sub topics can be added at this stage. These fields are really important for Healthwatch Analysis, and must be completed. Please try to be as accurate as possible to help with our analysis and reporting. You will be able to do this process several times. Please add as many as apply to the callers issue or story. Please avoid using the None option, as far as possible, by assigning at least one topic per Healthwatch Interaction. Please refer to the Healthwatch Lists provided to help you make your choice. Please take your time when looking through these lists. Topic/Sub topic Select which issue the case is about from the drop down menu. First select a Topic category, and then a more precise detail for Sub topic. Service type/specific These fields identify which type of services the case relates to. First select the main Service type and then choose a more detailed category in Specific. We recommend that you make several entries for these fields, as many are relevant to the story. Please note that you can enter as many Topics / Sub Topics and Service Type / Specific details as you like by selecting Save and New and repeating the process. Select Save and New to repeat the process (please do not press save between entries). Important: always leave the pre-filled Interaction Topic number in the first field. Only press SAVE when you have finished entering your topics - Select Save. You can add as many topics to a story [interaction], and as many interactions to a Person. 4
5 Healthwatch List of Topics and Sub Topics (A-Z) Please take your time when using these notes to make your best selections. The guide notes in blue (usually in brackets) are summaries or abbreviations to help you select your topics/subtopics. They are not all inclusive, and are provided as guidance only. Topic Access to services Environment/Place Equality & Diversity Finance Fit for purpose/meeting needs Patient & Public Involvement Patient Choice Patient Pathway (from GP to end of treatment) Personnel Quality Sub Topic Access for people with a disability Appointment booking service Distance to a service Opening hours Same day appointment Waiting times Building & facilities Car parking Equipment Housing Patient transport Equality (eg. discrimination) Health inequalities (eg. inequality in care, for age / gender) Health promotion (promoting / influencing health) Interpretation services Financial viability Prescriptions Transparency of fees (hidden fees, eg care home) suitability of provider (individual or partner) eg. GP suitability of provider (organisation) hospital, care home Suitability of registered manager Suitability of staff Change of service (eg. GP practice has moved) Involvement & Engagement (eg. NHS public consultations) Choice of service provider (GP, Hospital, Care Home, etc) See my own GP (availability of GP for appointments) Waiting times Access to a service Access to information Admissions Appointments Co-ordination of services Diagnostics Discharges Referrals Ambulance Staff Doctors Nurses, midwives and health visitors Scientific, therapeutic and technical staff Cleanliness and infection control Confidentiality and privacy (information disclosure to another) Consent (consent to treatment, eg. blood transfusion) Dignity & respect Food & hydration (food & water issues) 5
6 Safety Service Monitoring Staff Surrounding Medicines management Patient choice Personalization (Personalized? Referred to as an individual person; Impersonal? Feels ignored as a person) Quality of treatment Records management Death of service user Death or absence of service user (mental health services) (eg. Alzheimer pt. gets lost outside care home) Inappropriate restraint (always select where concern is raised) Safeguarding and abuse (always select where concern is raised) Safety of care and treatment (always select where concern is raised) Complaints management Incident reporting Quality and risk monitoring Absence of registered manager Infrastructure support (supporting staff available?) registered manager training and development Staff attitudes Staff training and development Staffing levels Support to clinical staff Cleanliness of environment Cleanliness of staff Suitability of environment Healthwatch List of Service Fields Children s Services None (default) Child & Adult mental health services Hospital Services What kind of service / treatment exactly? Accident & Emergency Acute care Ambulance services Cancer services Cardiology (disorders of the heart) Care of the elderly Child & Adult mental health (hospital) Chiropody (feet medical surgical) Counselling/improving access to psychological therapies Dementia (loss of global cognitive ability) Dentistry Diabetic medicine Ear, nose and throat Gastroenterology (digestive system) Hepatology (liver, gallbladder disorders) Inpatient care (hospital admission) 6
7 Other Services What kind of service exactly? Social care services What kind of care? What kind of care home? Maternity Mental health Minor Injuries Unit Neonatology (newborn infants) Neurology (nervous system disorders) Obstetrics & Gynaeology (care of the pregnant female & female conditions and diseases) Occupational Therapy (recovery of daily physical skills) Opthalmology (conditions of the eye) Orthopaedics (muscular and skeletal injuries/conditions) Outpatients Paediatrics (care of infants and children) Pathology (testing patient samples, eg. Blood) Pharmacy (medicines) Phlebotomy (blood clinic) Physiotherapy (recovering of movement & function) Podiatry (feet, incl. surgery) Psychiatry (mental health) Radiography (X-Rays) Renal medicine (kidney conditions) Respiratory medicine (lung and chest conditions) Speech therapy Urology (urinary conditions M/F & male reproductive organs) Community hospitals (available to general public, not BUPA) Community mental health teams (supporting with mental conditions at home) Community Nursing (nursing support and promotion of health at home, etc.) Continuing care (long-term care at home for serious/complex needs) District nurse/health visitor (nursing or support at home/residential care, etc.) End of life care Health centres Learning disability & autism Out of hours Primary care/gps Prison services Rehabilitation Suicide & Self harm (this is a specific service) Victim Support After care Assisted living Care assessments Care at home Carers services Day care (social care services) Drug & alcohol services Hospice care Meals on wheels Nursing care home 7
8 Residential care home Respite care 8
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This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.highmarkbcbsde.com or by calling 1-800-633-2563. Important
How To Get Health Insurance For College
MCPHS University Health Insurance Program Information Beginning September 1, 2015 Health Services MCPHS University students on the Boston campus have access to the Massachusetts College of Art and Design
Anthem Blue Cross Life and Health Insurance Company University of Southern California Custom Premier PPO 400/20%/20%
Anthem Blue Cross Life and Health Insurance Company University of Southern California Custom Premier 400/20%/20% Summary of Benefits and Coverage: What this Plan Covers & What it Costs Coverage Period:
Line Construction Benefit Fund: Medicare-Eligibles Coverage Period: 01/01/2014 12/31//2014
Important Questions This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.lineco.org or by calling 1-800-323-7268.
Schedule of Benefits HARVARD PILGRIM LAHEY HEALTH VALUE HMO MASSACHUSETTS MEMBER COST SHARING
Schedule of s HARVARD PILGRIM LAHEY HEALTH VALUE HMO MASSACHUSETTS ID: MD0000003378_ X Please Note: In this plan, Members have access to network benefits only from the providers in the Harvard Pilgrim-Lahey
You can see the specialist you choose without permission from this plan.
This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.pekininsurance.com or by calling 1-800-322-0160. Important
Highmark Health Insurance Company: Health Savings Blue PPO 1300
This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.highmarkblueshield.com or by calling 1-888-510-1064.
NHS Information Standards Board
DSC Notice: 24/2001* Date of Issue: June 2001 NHS Information Standards Board Subject: Data Standards: Changes to Complaints Central Return Forms Implementation Date: Immediate DATA SET CHANGE CONTROL
Avera Health Employee Health Plan Coverage Period: Beginning on or after 01/01/2015 Summary of Benefits and Coverage:
This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www. or by calling 1 (888) 322-2115. Important Questions
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CELL PHONE: PATIENT HISTORY FORM - CONFIDENTIAL DATE: PATIENT: (LAST NAME) (FIRST NAME) (Ml) (NICKNAME) DOB: Primary Physician/ Family Doctor: Phone: Past Medical History (Click all that apply) High blood
Release: 1. HLTEN515B Implement and monitor nursing care for older clients
Release: 1 HLTEN515B Implement and monitor nursing care for older clients HLTEN515B Implement and monitor nursing care for older clients Modification History Not Applicable Unit Descriptor Descriptor This
PATIENT INFORMATION INSURANCE INFORMATION
(mm/dd/yyyy): Have you been to Physicians Urgent Care before? Yes No Arrival Time: If yes, when? Is this a follow-up to a previous visit: Yes No PATIENT INFORMATION Patient s First Name: Middle Name: Last
Important Questions Answers Why this Matters:
Anthem BlueCross BlueShield WI 2-99 Lumenos Health Savings Account POS Copay Option 4 Summary of Benefits and Coverage: What this Plan Covers & What it Costs Coverage Period: 12/01/2014-11/30/2015 Coverage
UnitedHealthcare Choice Plus. UnitedHealthcare Insurance Company. Certificate of Coverage
UnitedHealthcare Choice Plus UnitedHealthcare Insurance Company Certificate of Coverage For the Health Savings Account (HSA) Plan 7PD of Educators Benefit Services, Inc. Enrolling Group Number: 717578
Important Questions Answers Why this Matters:
This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.samhealth.org/healthplansor by calling 1-800-832-4580.
Important Questions Answers Why this Matters: What is the overall deductible?
This is only a summary. If you want more detail about your coverage and costs, you can get the complete terms in the policy or plan document at www.uhs.wisc.edu/ship or by calling 1-866-796-7899. Important