Outpatients Take On Appointments and associated functions <OP2 / OP3>

Transcription

1 Patient Administration System Outpatients Take On Appointments and associated functions <OP2 / OP3> Version 1.3 IT Training Ground Floor Rodney Road Centre (SMH) PO4 8SY Tel: [email protected] Website: IT 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. IT 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 IT Training website. All references made to patient records are fictitious for the purpose of training only.

2 Contents 1 GENERAL COURSE INFORMATION INFORMATION GOVERNANCE CONFIRMATION OF DETAILS PROCEDURES GENERAL TIPS WHEN USING PAS OUTPATIENTS FUNCTION SET TAKE ON APPOINTMENT <TOA> OUTPATIENT REFERRAL <ORE> REVISE APPOINTMENT DETAILS <REA> PATIENT PATHWAY FUNCTIONS <PPM> <PPA> DELETE OUTPATIENT REFERRAL <DOR> DELETE APPOINTMENT <DAP> CANCEL APPOINTMENT <CAP> CANCEL AND REBOOK APPOINTMENT <CAB> REINSTATE CANCELLED APPOINTMENT <RCA> OUTPATIENT DISCHARGE <OD> OUTPATIENT DELETE DISCHARGE <ODD> FAULT REPORTING HELP WITH USING PAS IT TRAINING CANDIDATE APPEALS PROCEDURE MANUAL VERSION CONTROL/LOG... 32

3 Patient Administration System (P.A.S) Course 1 GENERAL COURSE INFORMATION COURSE TITLE METHOD OF TRAINING LENGTH OF COURSE PRE-REQUISITES OP TOA Classroom 4 Hours PMI Add and Revise COURSE DESCRIPTION Attending this course will enable the student with a practical understanding of the uses and processes within the Take on Appointments (TOA) Function and associated functions. TARGET GROUP Administration, Clerical and Clinical staff working in an outpatient area where clinics are consultant led; who need to record and manage appointments on PAS after they have occurred, or who need to take on a number of appointments with in a clinic at a time. COURSE CONTENT This course will enable the student to: 1. Identify the appropriate function to use for specific processes 2. Use the function TOA to record a past appointment activity and to take on appointments for new clinics 3. Demonstrate best practice in Information Governance with regard to outpatient activity and patient data 1

4 2 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 NHS Codes of Conduct: o Confidentiality o Records Management o Information Security The Data Protection Act (1998) The Freedom of Information Act (2000) Caldicott Report (1997) Further information can be accessed through the Trust Intranet: Information Governance (Departments sections), and Management Policies (Policies section) 2.1 What can you do to make Information Governance a success? Keep personal information secure Ensure confidential information is not unlawfully or inappropriately accessed. Comply with the Trust IT Security Policy, Confidentiality Code of Conduct and other IG policies. There are basic best practices, such as: 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 Ensure information is exchanged in a secure way (e.g. encrypted s, secure postal or fax methods) 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 or other public or non-private areas 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. 2

5 2.1.5 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 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. For further Information Governance training refer to: Written by PHT Information Governance Manager, Sept

6 3 CONFIRMATION OF DETAILS PROCEDURES To ensure that the Patient Administration System (PAS) contains up to date particulars of all patients being treated, staff must verify with patients their personal details. This should be undertaken when the patient is arriving at the hospital on admission or when attending for an outpatient clinic or other types of appointment. The types of details we must verify are those within the Patient Master Index (PMI) function within PAS and covers the following items: Patient Forename, Surname and Title Date of Birth NHS Number (If not one shown on screen) Address and Postcode Telephone Number Home and Work numbers Name and Practice Address of GP Religion Marital Status Next of Kin Ethnic Group Military No (If applicable) By checking the above details with the patient, we are ensuring the following: * PAS contains the latest details for all our patients. * Mistakes or old details can be amended. * Information relating to the patient s well-being, such as Religion and Ethnic Group, can be used in patient care. * Emergency contact details for relatives are up to date. In some circumstances it will be difficult to verify the details highlighted above as the patient may not be coherent at time of arrival (eg emergency admission, A&E, etc). However, it is important that at the earliest opportunity, the details are verified and amended accordingly. Important If details are amended*, please remember to print a new set of labels, remove and destroy any incorrect labels from casenotes. We must not retain any labels that do not contain current details. Many thanks for your cooperation. Prepared by: IT Information Manager Issued: January 2003 Reviewed: July 2011 Version No: V1.2 * To amend patient details you will need to have access to PMI at level 1. Please book the course PMI Add and Revise. In the meantime make sure you ask a colleague with access to amend the patient record. 4

7 4 GENERAL TIPS WHEN USING PAS OUTPATIENTS FUNCTION SET Descriptive Help - F8 Use the F8 key to display an on screen instruction relevant to the position you are at on the screen. Superhelp - F9 Use the F9 key to display lists of valid options or search boxes. Appointment Enquiry APE Always check the activity you have recorded in APE. Episode Enquiry EPI Always check the activity you have recorded in EPI. Advantages and Disadvantages of APE and EPI 5

8 5 TAKE ON APPOINTMENT <TOA> This function is used for Walk Ins and Retrospective or Future Clinic Take Ons. Take on Appointment will allow the booking of a patient onto a clinic for the present, past or future. It is the ONLY way to record an appointment for a patient who has attended a clinic prior to you recording the appointment. 5.1 Identify Department/Service Group Screen If you also process Inpatient Clinic data the Identify Department/Service Group screen will display. Select Outpatient Department. 5.2 Outpatients Identify Session Screen Identify Department/Service Group Screen 1. Clinic: Enter the Clinic code for which you wish to make appointments. 2. Date: Enter the date of the clinic. Outpatients Identify Screen with Clinic and Date completed 3. Doctor: If requested enter the Doctor code or press Enter to by pass. 4. Session Start: If requested enter the Session Start time, press F9 (Superhelp) if unknown, or press Enter to by pass. 5. Session Stop: If requested enter the Session Stop time, press F9 (Superhelp) if unknown, or press Enter to by pass. 6

9 5.3 Outpatients Select Timeslot Screen The Outpatients Select Timeslot Screen will display all time slots within the parameters given on the previous screen. Any slot already booked to a patient will display the Patient Name, Appointment Type and Comment. Select the appropriate time nearest to when the patient was seen or will be seen. You are able to over book a slot in this function. To book a patient into two consecutive timeslots use the relevant sequence numbers. Eg Enter 2,3 this will book the patient a single appointment for the duration of the combined timeslots. Outpatient Select Timeslot 5.4 Patient Selection Details Screen Search for your patient in the normal manner. 5.5 Basic Details Screen The Basic Details screen displays the patient s identification numbers, name, date birth, age, address details and comments. ALWAYS check to confirm that you have right patient by checking these details. Patient Selection Details screen Showing recommended search details of the Do you wish to revise the following? prompt on the screen allows you to edit any details displayed on the screen. If required enter Y for Yes and update the details (see Basic Details screen Add and Revise manual). If no updates are required leave the prompt as No and progress to the next screen. This PMI 7

10 NOTES: Military patients a. The address details shown on this screen must be their base address, never their domestic address. b. The Military Patient Administration Centre address must be entered in the Postal line on this screen. Any letters printed from PAS will have the MPAC address on them and must be sent to MPAC who will liaise with the patient. MPAC Alecto Block Fort Blockhouse Haslar Road PO12 2AA 5.6 Select Episode Screen Select existing OP REG if available, or press Enter to create a new one. Select Episode screen NOTES: At the Select Episode screen look carefully through the list to see if an OP REG for this present appointment is available. For instance, if a Walk In patient has come on the wrong day or cannot wait until their booked appointment, and are seen, there will be an existing episode to select. Or if you record appointment activity retrospectively and the patient has already been seen by your consultant. An emergency appointment may be for a new patient and so an appropriate episode may not exist. If you need to create a new OP REG follow the steps from this point onwards. If you are selecting an existing OP REG go straight to step 5.12 on page 13. 8

11 5.7 Command and Casenote Details Screen Recording a Referral Enter Casenote number or press F9 (Superhelp) to select. 5.8 Casenote Superhelp Screen Select appropriate Casenote number. Command and Case Note Details screen before selecting Casenote number 5.9 Registration Details Screen View or revise registration details. DO YOU WISH TO VIEW OF AMEND THE FOLLOWING DETAILS? This prompt on the screen allows you to edit any details displayed on the screen. If required enter Y for Yes and update the details (see PMI Add and Revise manual). If no updates are required leave the prompt as No and progress to the next screen. Registration Details screen Casenote Superhelp screen 9

12 NOTES: General and Dental Practitioners 1. REMEMBER this screen displays the patient s REGISTERED GP. This may not necessarily be the referring GP. 2. If the referring GP is different to the registered GP but from the same surgery DO NOT change the registered GP details on this screen. 3. If the referring GP s surgery is different to the registered GPs surgery confirm that the patient has in fact transferred to the new surgery and up date the details as appropriate Registration Details Screen (referred by) Record referred by details. This Registration Details screen records information about the person who has referred the patient to your Consultant. Registration Details (referred by) screen after data input 1. Agreement: Complete if required. 2. Commission Ref: Complete if required. 3. Referred by: Type in the Code for the category of person referring the patient or press F9 (Superhelp) and select the appropriate option from the list. 4. GP/Cons Code: Type in the Code for the person referring the patient or press F9 (Superhelp) and search by typing in the Surname of the person referring the patient. If the patient is being referred by a GP other than their registered GP ensure you record the referring GP here. If the patient is being referred by a Consultant from outside of the Trust type in the code NSC Non Specified Consultant (Ext). 5. Referrer s details: Other fields will vary depending on which code was selected at the Referred by prompt. 6. Reason for Change: Can be used to specify the name and location of the non specified Consultant. 7. Temporary Address: If the patient is not living at their permanent address (PMI Address) type in Y for Yes and enter their temporary address details. For example: students living in digs, overseas visitors staying with relatives, contractors living at a temporary residence etc. The text Temporary Address is not recorded will change to Temporary Address is recorded. 10

13 5.11 Outpatient Referral Details Screen Record referral details. The Outpatient Referral Details screen records information about your Consultant and the referral itself. Referral Details screen after data input 1. Consultant: Enter your Consultant s code or press F9 (Superhelp) and search by typing in the Consultant s surname. 2. Specialty: The selected Consultant s default Specialty will display. If this is not appropriate to the referral type in the correct code or press F9 (Superhelp) to select from the valid options. 3. Joint Consultant: N/A 4. Joint Specialty: N/A 5. Hospital: Press Enter and the hospital code will default to the hospital you are logged in at. Ensure you are logged in at the correct hospital for the activity you are recording. 6. Category: Press F9 (Superhelp) and select from the list of categories. Ensure that the correct category is used. This enables the Finance Department to charge for activity on non NHS patients. 7. OSV Status: If you had selected an Overseas Visitor category above now press F9 (Superhelp) and select the appropriate Charging rate. If in doubt contact the Stage 2 Officer for your hospital or Trust. 8. Ref by: Press F9 (Superhelp) and select the most appropriate description for the person who referred the patient. This field allows you to be more specific than in the Referred by field on the Registration Details screen (page 10). 9. GP Diagnosis: N/A 10. Referral Date: Enter the date the referral letter was received into your Trust. This date should be stamped onto the letter (date stamp). If this letter was first received by MPAC use the MPAC stamp date. The referral date is not necessarily the date the referral is recorded onto PAS. 11. Walk-in Referral?: Defaults to No. Change to Yes if this patient arrived on the day of the clinic. 12. Verbal?: Defaults to No. 11

14 13. Ref comment: Free text. Use this field to make any administration comments. 14. Reason for Ref: Press F9 (Superhelp) and select the most appropriate reason for referral. Most commonly used are A - Assessment, ADV Advice and Consultation, C Consultation, CT Consultation and Treatment. 15. Decision to Refer: Only available if selecting a Fast Track (F/T) Reason for Referral above. Enter the date the referral letter was typed. 16. Priority Type: Press F9 (Superhelp) and select either Routine or Urgent as appropriate. 17. Current Status: Press F9 (Superhelp) and select where the referral letter is going next e.g. CON with the Consultant for grading. 18. D/T: Automatically fills with the date and time the Current Status was recorded. 19. Enter?: Enter Y for Yes or N for No. Having added a referral you will be prompted for 18 Week Monitoring. If this episode cannot be part of an 18 week Pathway, type NO. If this episode is to be part of the 18 week Pathway, press <Return> on YES. 12

15 5.12 Appointment Take On Screen Record the appointment details. If the appointment is for a date in the past you may also record the Attendance and Disposal information. Appointment Take On Screen Date, time, Consultant and location of the selected appointment are displayed at the top of the Appointment Take On screen. 1. Appt Type: Enter appointment type or press F9 (Superhelp) to search. 2. Transport: Enter code for any patient transport requirements, press F9 (Superhelp) to search. For NEW appointments it is the responsibility of the referrer to arrange patient transport. An exception to this would be when the referrer is a Consultant with the Trust and the patient is already using patient transport services. 3. Comment: Enter administration comment relevant to the appointment. These comments are viewed on the clinic lists in Clinic Management (see Clinic Management manual) and print out on the clinic lists the nurses use (see Outpatient Reports manual). 4. Appt Letter Options: Additional paragraphs can be added to the standard appointment letter. Type in the codes in the following format if known: HG,TR,UR Else press F9 (Superhelp) and multiselect. Move the highlight bar using the arrow keys on the keyboard to each description and press the F11 key to select the description. Continue until the last description you wish to select in which case move the highlight bar onto the last description and press Enter. To deselect a description move the highlight bar back on to that description and press F11 again. 5. Category: The default is NHS. Enter the required code or press F9 (Superhelp) to search. 6. Booked on: Enter through this field today s date will auto populate. 7. CAB: Indicates if this appointment is booked using Choose and Book (Choose and Book Call Centre only). 13

16 8. Patient s Choice: Yes or No. 9. Booking Type: Enter appropriate booking type code or press F9 (Superhelp) to search. See Notes below for definitions of booking types. 10. Interpreter Req d: Yes or No. 11. Language Reqd: If Yes selected above specify the language required. 12. Attend/DNA: Enter the required code or press F9 (Superhelp) to search. 13. Disposal: Enter the required code or press F9 (Superhelp) to search. 14. Grade: Defaults with the grade for Consultant on lf change if it is your department s policy to do so. 15. RTT St: Enter the required code or press F9 (Superhelp) to search. 16. Enter?: Enter Y for Yes or N for No Booking Type Definitions 0 Traditional Appointment is made with NO CONTACT with the patient and then sent to them. (Military get given appointment even if on waiting list) 1 Partial Patient is making appointment via PROMPT FROM LETTER. Example, they have been added to a waiting list, sent a letter and are now phoning in. 2 Full Decision to make appointment and appointment given are WITHIN 24 HOURS. Example, after returning to the desk after being seen by consultant. 3 Acknowledge and Hold Referral received and acknowledge with a letter saying that WE WILL GIVE APPOINTMENT NEARER THE TIME. NOTES: 1. If the OP REG is selected the Appointment Take On screen is displayed immediately. If the OP REG needs to be recorded the Appointment Take On screen is displayed between the end of the referral process and the 18 Week Wait RTT Pathway screen. 2. When recording a retrospective appointment for most 18 Week Pathway Patients you may (as of 13/08/08) complete the Attendance, Disposal and RTT Status prompts on this screen. However, it will not be possible to use the code EAM End Active Monitoring in this function. The functions PPM (option 3 View/Revise a Pathway) or AAD Record Attendance and Disposal can be used to do this, see page If TOA is used to record a DNA or CND on an 18 Week Pathway patient s first appointment the RTT Status field will not default with the DNA, the DNA code will need to be input manually. 14

17 Week Pathway RTT Details Screen Record 18 Week Referral to Treatment Pathway. The 18 Week Pathway RTT Details screen only displays if you are creating the OP REG. 18 Week Pathway RTT Details screen after data input NOTE: If this is not the first referral on PAS for this occurrence of the condition, it is possible that a Pathway has already been created. If the Pathway is open, i.e. there is no End Date; it will be possible to pick up the existing Pathway and link the new referral to it. If the Pathway is closed, i.e. there is an End Date; it will not be possible to link this new referral to the Pathway. If in doubt please refer to the Status of Pathway on Page 17for instructions. 1. Command: ADD (defaults in). 2. Pathway Number: Press F9 (Superhelp) to select an existing Pathway, or press return and the number will default in. 3. Pathway Condition: Type a description that will make the pathway identifiable for this episode this will be the Speciality and in some cases the part of the body. 4. Start Date: The date of the referral will default in. The clock starts from this date. It may need changing if the referral was originally made to another Trust. 5. Enter?: Enter Y for Yes or N for No. 15

18 6 OUTPATIENT REFERRAL <ORE> The function ORE is used to record or revise the patient s outpatient referral details onto PAS. The detail of this functionality has already been explained in the previous section for TOA Take On Appointments. 7 REVISE APPOINTMENT DETAILS <REA> Revise Appointment Details provides access back into the Selected Appointment Details and Cancellation Details screens (pages 13 and 25 respectively). With the exception of the appointment date and time any of the details can be revised. NOTE: If the appointment date and/or time are wrong you would need to delete the appointment (see page 23) or cancel and rebook the appointment (see page 26) as appropriate. 16

19 8 PATIENT PATHWAY FUNCTIONS <PPM> <PPA> The 18 Week Pathway is a standard whereby all patients should receive their first treatment within 18 weeks of the GP/Primary Care referral to a consultant led service. The functions PPM Patient Pathway Add/Revise and PPA Patient Pathway Add/Revise Archive allow the viewing and management of 18 Week Pathways The functionality is the same in each function. A closed pathway will only show in PPM for up to 30 days from the date it was closed, there after it can be viewed in PPA. In PPM: 1. New Pathways can be created 2. Inaccurate Pathways can be deleted 3. Existing Pathways can be viewed or revised 4. Episodes linked to a Pathway can be viewed 5. Episodes can be linked to a Pathway 6. Episodes can be removed from a Pathway NOTE: Currently the recording the 18 Week Pathway in PAS is not a requirement for services in the Community. 17

20 8.1 Option Select Screen The Option Select Screen lists 6 options for managing Patient Pathways. Enter the required option number and press Enter. 18

21 8.2 Pathway Selection Screen A list of all Pathways will display. Both open and closed Pathways are listed. If a Pathway is closed it will have an End Date. Select the required Pathway using the sequence number (SNo) and press Enter. 8.3 Maintain Pathway Details Option 3 View/Revise a Pathway from the Option Select Screen will LIST or REVISE the Pathway details. 1. Command: LIST or REVISE (default). 2. Pathway Number: Displays the Pathway number. 3. Pathway Condition: Displays the Pathway description. Revise if required. 4. Start Date: Revise if appropriate. 5. RTT Current Status: No code indicates no activity has been recorded against the Pathway. Enter appropriate code, if required. 19

22 6. Sts Dt: Enter the date of the RTT Current Status. 7. End Date: Displays the end date if the Pathway is closed. 8. Enter?: Enter Y or N To revise the Start date example Start Date: Overtype with the new start date ie; the date original referral was received by a referring Trust. Enter?: Enter Y or N. Enter through the remaining prompts until To manually close a Patient Pathway example RTT Current Status: Sts Dt: End Date: Enter appropriate code or press F9 (Superhelp) to select. Enter the date of the RTT Current Status. Defaults with date. Enter?: Enter Y or N To manually reopen a Patient Pathway example RTT Current Status: Sts Dt: End Date: Enter appropriate code or press F9 (Superhelp) to select. A Warning message is displayed at the bottom of the screen: Are you sure you want to Re-open this Pathway Re-enter to confirm. Re-enter the same code. Enter the date of the RTT Current Status. Date is removed. Enter?: Enter Y or N. 20

23 8.4 Select Episode to Delete from Pathway Screen Option 6 Delete Episode from a Pathway from the Option Select Screen allows you to remove an Episode if it has been incorrectly added to a Pathway. Select the Episode you wish to delete using the sequence number (SNo) and confirm the action. 8.5 Delete a Pathway Screen Option 2 Delete a Pathway from the Option Select Screen allows you to remove a Pathway if it has been added in error. You will first need to delete all Episodes from the Pathway. Select the Pathway you wish to delete using the sequence number (SNo) and confirm the action. 21

24 9 DELETE OUTPATIENT REFERRAL <DOR> DOR should only be used if a referral has been entered in error; i.e. onto the wrong patient s record. If the Consultant decides they do not want to see the patient and perhaps refers on to another department the referral should be discharged with the reason put in the comments box. This information can then be viewed in the function Episode Enquiry EPI if there is a query on the status of the patient. 10 DELETE APPOINTMENT <DAP> This function should ONLY be used when an appointment has been booked in error. If the appointment is no longer necessary it should be cancelled Select Appointment (Existing Appointments) screen The Select Appointment/Existing Appointments screen displays a list of all the patient s Outpatient Waiting List and Appointment activity within the Trusts that use this PAS (see PMI Basic manual). Only activity for your specialities will be selectable using the sequence number when displayed in the left hand column. Select Appointment screen 1. Select: Enter the sequence number for the appointment/waiting list activity to be used and press Enter. 22

25 10.2 Deletion Details The Deletion Details screen displays the appointment details. Deletion Details screen Check these details to confirm you will be deleting the correct appointment. 1. Are you sure you want to delete? Enter Y for Yes or N for No. 2. Appointment deleted Press Enter. Deleting an appointment should only be done if the appointment was booked in error i.e. it had been booked on the wrong patient record. Use Cancel Appointment CAP or Cancel and Rebook Appointment CAB if the appointment is no longer required. 23

26 11 CANCEL APPOINTMENT <CAP> This function should only be used when a patient s appointment is no longer required and a replacement is not requested/necessary. NOTES: 1. When a appointment has been cancelled the appointment status in Episode and Appointment Enquiries will show: CNC P = Cancelled by the patient, or CNC H = Cancelled by the hospital. 2. If the appointment is cancelled by the patient and they do not want a replacement, after cancelling the appointment on PAS you must inform someone in your office, e.g. your supervisor or consultant so that the appropriate action can then be taken. This may involve the patient being given a future appointment or the referral being discharged. 3. If the patient is on an 18 Week Pathway from Referral to Treatment you will need to: Close the Pathway, if the patient is to be discharged from the Outpatient Referral. To do this action use the function Patient Pathway Add/Revise (Page 17). 4. If a replacement appointment is later requested/required use the function Cancel and Rebook (page 26) to book the replacement appointment. This removes the cancelled appointment from the rebook list and the appointment status in Episode and Appointment Enquiries will show: CNC PR = Cancelled by the patient and rebooked, or CNC HR = Cancelled by the hospital and rebooked. 5. Do not use the function CAP to cancel an appointment that was made on the Choose and Book service. Choose and Book appointments can only be cancelled using the Choose and Book service Appointment Details The Appointment Details screen is identical to the Appointment Take On screen (page 13) with the exception: The appointment details are view only and cannot be revised. 24

27 11.2 Cancellation Details Cancellation Details screen 1. Cancel By: Press F9 (Superhelp) and select the code for the person cancelling the appointment. 2. Date/Time: Enter the date and time of the cancellation. Defaults to Today and the current time. 3. Reason Code: Press F9 (Superhelp) and select the code best suited to the reason for the cancellation. 4. Reason Text: Free text. Type the reason given for the cancellation. 5. Comment: Free text. Use this field to make any administration comments. 6. Canc Letter Options: Only used when it is the Hospital cancelling the appointment. 7. Enter?: Enter Y for Yes or N for No. 25

28 12 CANCEL AND REBOOK APPOINTMENT <CAB> This function is used to cancel a patient s future appointment when it is no longer convenient and a replacement is required. Having cancelled the appointment the PAS automatically takes you to the Appointment Details screen to rebook. Details from the cancelled appointment are carried through to this screen and to the Selected Appointment Details screen. NOTES: 1. If it is the patient who is cancelling you may wish to advise them that the next available appointment may be some time in the future due to demand on the clinics. This can be checked in Clinic Booking Summary CBK (see View Only Functions manual). This will prevent the patient deciding, after you have already cancelled the appointment, that they would rather keep the original than wait for the replacement. 2. When a replacement appointment is booked using the function Cancel and Rebook the appointment status in Episode and Appointment Enquiries will show: CNC PR = Cancelled by the patient and rebooked, or CNC HR = Cancelled by the hospital and rebooked. 3. Do not use the function CAB to cancel and rebook an appointment that was made on the Choose and Book service. Choose and Book appointments can only be cancelled and rebooked using the Choose and Book service. 13 REINSTATE CANCELLED APPOINTMENT <RCA> Reinstate Cancelled Appointment is used when a cancelled appointment needs to be reinstated. It is the only way to get back an appointment that has been cancelled. NOTE: Reinstating a cancelled appointment should be done with caution as it will reinstate the appointment regardless of whether the appointment slot has been given to another patient, resulting in overbooking that slot. 26

29 14 OUTPATIENT DISCHARGE <OD> The function Outpatient Discharge is used to discharge an Outpatient Referral when a patient is no longer to be seen on a specific episode. NOTES: 1. It is vital to discharge a patient at the end of an episode of care. If this is not carried out and if the patient is referred at a later date there will already be an open referral OP REG and you will be prevented from adding the new referral. 2. Once the Outpatient Referral has been discharged the status of the episode in Episode Enquiry will be OP DSCH. 3. If the patient is being discharged as a result of a DNA or Cancelling on the Day of Appointment make sure you use DNA Follow Up DFU to record the action taken (see Managing Appointments manual). No action needs to be made to the Pathway as the coding of DNA or CND automatically closes the Pathway Referral Details Referral Details screen The Referral Details screen lists the existing details of the selected Outpatient Referral and offers the following prompts: 1. Discharge Date/Time: Defaults to Today and the current time. 2. Reason Code: Press F9 (Superhelp) and select the appropriate code from the list of options. 3. Reason Text: Free text. Type more detailed reason for discharge and any administration comment. 4. Enter?: Enter Y for Yes or N for No. If the selected Reason Code was SOS Discharge Open Appointment. Note how long the Open Appointment is valid for; e.g. 12M. 27

30 15 OUTPATIENT DELETE DISCHARGE <ODD> Outpatient Delete Discharge is used to delete the discharge from an Outpatient Referral. This is used for a patient who was discharged with an Open Appointment; i.e. they may return to see the consultant without being re-referred by the GP within a specified timescale. By using this function the referral is opened up and appointments can be attached. This function can also be used when a patient has been discharged in error. The episode status reverts from OP DSCH back to OP REG Referral Details Screen Referral Details screen In the function ODD this screen simply asks the following: Are you sure you want to delete?: Enter Y for Yes or N for No. 28

31 16 FAULT REPORTING From time to time you may experience problems with faulty equipment, software problems or access to the Patient Administration System (PAS) ie password non acceptance problems. To resolve your problem a call with need to be logged with the IT Service Desk IT Service Desk [email protected] Phone You will need to give the Service Desk certain information, so always ensure you have the following information available. They may need to know: Your Username. The KB Number of the equipment. This is found on a small label (usually red or blue) stuck to the equipment. The clinical system you were working on. The patient s details e.g. case note no. Exactly what you were attempting to do, e.g. log on, view a patient s results Out of office hours Contact the IT Service Desk and leave a message on the answer machine. They will deal with the problem as soon as they can. Alternatively them. If you feel there is a major system problem contact the switchboard for them to contact the engineer on call. 29

32 IT Training If you identify an error in this manual or think that it would be useful to include something that has not been covered, please contact IT Training. External Phone HELP WITH USING PAS If you have only just attended the course and feel you may need additional support, help or advice, you can contact the IT Training Office. * If you have not used PAS for more than 12 months you will be required to re-attend your training. [email protected] External Phone

33 18 IT TRAINING CANDIDATE APPEALS PROCEDURE. Candidates who are unhappy with any aspect of the end of course/test assessment decision should first discuss the problem with the IT Trainer at the time of receiving the result. The reasons must be made clear by the candidate at this time. If the candidate is still unhappy with the result further discussion should take place involving the IT Training Manager within 3 days of the course/test date. The IT Training Department will keep a record of such discussion together with date and outcome. Where necessary the 1 st marker will be asked to re-mark and the marking checked by the IT Training Manager. It should be noted that if the candidate was borderline double marking should already have been undertaken. If this does not provide satisfaction the candidate may raise a formal appeal. Appeals will only be accepted if made in writing (not ) to the Head of Engagement & Delivery within 10 days of the candidate receiving their result, outlining clearly the circumstance of the appeal. The 1 st & 2 nd markers will meet with the Head of Engagement & Delivery to consider if there are any aspects that should be taken into account in the candidate s performance. In some circumstances the candidate may be offered a re-test (e.g. hardware or software problems). If this is not the case and the result remains unchanged and the Training Manager is unable to resolve the impasse then the candidate may write to the Head of Engagement & Delivery (within 5 days of receiving the 3 rd result) who will consider all evidence and circumstances of the appeal also taking into consideration responsibilities to the Trust and Data Protection Act to make a final decision. IT Training QAH April

34 19 MANUAL VERSION CONTROL/LOG Manual Outpatients TOA Version 1.2 Date April 2015 Revisions Page Updated Headers and Footers ALL Updated ICT changed to IT ALL Manual Outpatients TOA Version 1.2 Date July 2011 Revisions Page Updated Added New header and footer to document. Repaginated All Updated Updated Information Governance information 4-5 Updated Updated candidate appeals procedure 37 Manual Outpatients TOA Version 1.1 Date April 2010 Revisions Page Updated How to book into two consecutive timeslots. 7 Updated Section 8 Patient Pathways to include new function PPA. 17 Manual Outpatients TOA Version N1 Date March 2010 Revisions NEW New manual based on contents of OMP3 v1.2, OPM5 v1.3 and OPM6 v1.2 Page 32