Service Provider Clinician & Clinician Admin

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Choose and Book

Service Provider

Clinician &

Clinician Admin

Version 3 ICT Training 1st

Floor Victoria House Queen Alexandra Hospital

Cosham PO6 3LY Tel: 023 9228 6000 ext: 5867 Email: ICT.Training@porthosp.nhs.uk

Website: www.training.iphis.nhs.uk

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 ICT Training

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ICT Training Contents Service Provider Clinician & Clinician Admin – VN3

3.1. What can you do to make IG a success? ... 3-1 4. WHAT’S NEW IN RELEASE 4.3... 4-1 4.1. Change Priority, Keep Appointment Button... 4-1 4.2. Usability Enhancements ... 4-1 4.3. PDS Part 1 ... 4-2 4.4. Improvements to Patient Facing Printouts ... 4-3 4.5. Enquiries Using Date Range Filters Enhancement ... 4-4 4.6. Accidentally Closing Choose and Book ... 4-4 4.7. ActiveX Software Installation... 4-4 5. STARTING CHOOSE AND BOOK... 5-1

5.1. Logging in as a Service Provider Clinician Admin ... 5-1 5.2. Changing the Clinician you are working “On Behalf Of” ... 5-2 6. FINDING HELP ON CHOOSE AND BOOK... 6-1 7. SETTING USER PREFERENCES ... 7-1 7.1. Setting Preferences ... 7-1 7.2. Restoring Preference Defaults... 7-2 8. SERVICE PROVIDER HOMEPAGE... 8-1 8.1. Your Homepage ... 8-1 9. REVIEWING REFERRALS... 9-1 9.1. Sorting Worklists ... 9-1 9.2. Filtering Worklists ... 9-2 9.3. How to Access Referrals that Need Reviewing... 9-3 9.4. How to Open and Review the Clinical Information ... 9-5 9.5. Marking a Referral as Having the Clinical Information Printed ... 9-7 9.6. Accepting a Booking ... 9-8 9.7. Rejecting a Referral... 9-9 9.8. Change “Due By Date” of a Booking ... 9-10 9.9. Change Priority and/or Appointment Date/ Time ... 9-11 9.10. Redirecting a referral to a different service... 9-14

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10. SEARCHING FOR SERVICES... 10-1 10.1. Search using Specialty and Clinic Type ... 10-3 10.2. Searching using SNOMED clinical terms ... 10-5 10.3. Search Using Named Clinician ...10-15 10.4. Search by Organisation Site Name ...10-17 10.5. Search by Distance from Postcode ...10-17 10.6. Search by Indicative Wait Time ...10-17 10.7. Age and Gender Appropriate Services...10-18 10.8. Content Sensitive...10-18 10.9. Updating a Search ...10-19 10.10. Finding Services ...10-21 10.11. Selecting Services ...10-24 10.12. Shortlisting Services ...10-26 11. BOOKING A REDIRECTED REFERRAL ... 11-1 11.1. Booking a redirected referral to an IBS ... 11-1 11.2. Booking a redirected referral to a DBS... 11-3 11.3. Postponing the appointment booking to another time ... 11-4 12. ADDING CLINICAL INFORMATION ... 12-1 12.1. Adding Files and Comments ... 12-1 12.2. Viewing Additional Clinical Information ... 12-4 13. COMPLETING BOOKING FROM THE APPOINTMENTS FOR BOOKING WORKLIST 13-1 13.1. Types of referrals in the worklist ... 13-2 13.2. Booking or Rebooking an Appointment ... 13-3 13.3. Recording a DNA (DBS Only)... 13-5 14. INDIRECTLY BOOKED APPOINTMENTS TO CANCEL IN PAS WORKLIST ... 14-1 15. CHANGING A PATIENT’S APPOINTMENT BOOKING... 15-1 15.1. Rebooking an Appointment for a Directly Bookable Service (DBS) ... 15-1 15.2. Rebooking the Appointment Immediately... 15-2 15.3. Rebooking an Appointment for an Indirectly Bookable Service (IBS) ... 15-5 16. OUTBOUND REFERRALS WORKLIST ... 16-1 17. DISPLACED APPOINTMENTS WORKLIST ... 17-1 17.1. Resolving a Displaced Appointment ... 17-1 18. REJECTED CANCELLATIONS... 18-1

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ICT Training Contents Service Provider Clinician & Clinician Admin – VN3

19. BROWSE THE DIRECTORY OF SERVICES (DOS) ... 19-1 20. REPORTS ... 20-1 21. ENQUIRIES... 21-1 22. APPENDICES ... 22-1 22.1. Reprinting Referral Documents (After Acceptance) ... 22-1 22.2. Cancelling an Appointment/Appointment Request ... 22-4 22.3. Missing Referral Letters Enquiry... 22-7 22.4. Choose and Book Cancel Clinic Process ... 22-8 23. FAULT REPORTING ... 23-1 23.1. Out of Office Hours ... 23-1 24. HELP WITH USING CHOOSE AND BOOK ... 24-1 24.1. Your Smartcard ... 24-1 25. ICT TRAINING CANDIDATE APPEALS PROCEDURE ... 25-1 26. MANUAL VERSION CONTROL/LOG ... 26-1

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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 ICT Training 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.

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Service Provider Clinician & Clinician Admin – VN3

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2. GENERAL COURSE INFORMATION

________________________________________________________________________

COURSE TITLE

SERVICE PROVIDER CLINICIAN / CLINICIAN

ADMIN (Choose and Book)

METHOD OF TRAINING

Classroom

LENGTH OF COURSE

3 hours

PRE-REQUISITES

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

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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

3.1. What can you do to make IG a success?

3.1.1. 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.

3.1.2. 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

3.1.3. 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.

3.1.4. 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.

3.1.5. 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.

3.1.6. Share personal information appropriately and lawfully

Further information can be accessed on the Trust Intranet. Click on Information Governance and Management Policies under the Governance and Policies heading.

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3-2 3.1.7. 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.

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4. WHAT’S NEW IN RELEASE 4.3

The upgrade to 4.3 was released on 16th/17th 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.

4.1. 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.

4.2. 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.

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4-2 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.

4.3. 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.

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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.

4.4. 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.

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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.

4.6. 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.

4.7. 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.

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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:

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4-6 3. Select NHS Choose and Book ActiveX . . . and click the Run button

IMPORTANT: Users should not attempt the installation once they are

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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: https:\\nww.ebs.ncrs.nhs.uk

5.1. 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 .

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.

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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.

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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.

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6-2 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.

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You may search for words or phrases in the help system by clicking on the search link at the top

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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.

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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.

7.2. Restoring Preference Defaults

Click the Restore Defaults button to reset all the user preferences back to the default state.

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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.

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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.

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.

9.1. 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.

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.

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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.

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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 Unique Booking Reference Number, which is the CAB

unique number for this referral/booking. Letter First Submitted The date the initial Clinical Information was

submitted.

Received The date that the appointment request was

submitted.

Letter Last Changed The date/time the Clinical Information was last updated.

Printed Indicates if the referral information has been printed.

Appointment The date and time of the appointment.

Priority The priority of the referral. This is the default sort

order.

Clinician 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.

Patient Name The name of the patient.

NHS The NHS number of the patient.

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9-4 The referral status can have the following states:

o Letter Changed. The Clinical Information was changed after the service accepted the referral.

o Priority Changed. The priority was changed after the service accepted the referral.

o Never Reviewed. The referral has never been accepted by the service.

o 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.

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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.

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9-6 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 Accept the booking as it is.

o Reject the referral to return it to the referrer. (This will cancel the appointment to your service automatically.)

o You can accept the referral, change the Priority, change the Appointment Time or Rebook into another service (this is called redirecting the referral).

o When all the referrals in the worklist have been reviewed you are returned to the main worklists screen.

It is important that you open and view all attachments to ensure you have the full information from the Referrer.

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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.

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.

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.

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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.

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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 to confirm the rejection. You are presented with the next referral for review.

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.”

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9-10 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.

9.8. 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:

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

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9.9. Change Priority and/or Appointment Date/ Time

9.9.1. 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.

Note that from this screen you can switch to the Change Appointment Date/ Time or Change Service workflows (see below for details).

Click at the bottom right of the screen.

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

You have accepted the referral at this point.

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.

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9-12 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

.

•

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

at the bottom left of the screen to return to your Worklists.

9.9.2. 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.

• Click

at the bottom right of the screen.

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.

Close Submit

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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.

Cl

i

ck .

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.

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9.10.Redirecting a referral to a different service

This workflow allows you to redirect the referral to a different service.

• Click

.

From this screen you can modify any part of the referral including:

• Priority.

• Due By Date.

• Specialty.

You have effectively accepted a duty of care to provide a shortlist of clinically appropriate services for the patient at this point.

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.

Once redirected to a different service the referral will appear on the

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• Clinic Type.

• Service.

• Appointment Time/ Date.

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.

You may now set up your search criteria, see the section “Searching for Services”. 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. 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. 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.

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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.

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. 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.

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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

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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.

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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.

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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

10.2.1. 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.

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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.

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10-7 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.

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You will be returned to the service search screen with the problem listed in both the Problem field and the Clinical Term field.

There is an optional field of Problem Status. This field allows the referrer to record one of two entries.

You may now click Search Primary Care or Search All.

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.

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.

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10-9 10.2.2. 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

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Select the required term.

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10-11 Click Done

You are returned to the service search screen with the term listed in both the Requested Procedure and Clinical Term fields.

You may now search using the Search Primary Care or Search All buttons. 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.

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.

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10.2.3. Searching using Clinical Term only

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

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

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10-13 The Clinical Term Search screen is displayed.

Select the required term.

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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.

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10.3.Search Using Named Clinician

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 .

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 . This means that Richard Cramer is Named Clinician for more than one service.

Search

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.

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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 .

You will now see the name of the selected clinician in the NamedClinician field on the main screen.

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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”.

10.5.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).

10.6.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 3rd 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.

“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.

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.

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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).

10.8.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.

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.”

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.

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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.

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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.

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10.10. 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.

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.

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.

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.

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10.10.1. 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.

10.10.2. Referrer Alert

The referrer alert column will display any important information to the referrer for a “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.

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10-23 the yellow reveal. Moving the mouse will close the reveal. Not all services will have a referrer alert.

10.10.3. 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 www.nhs.uk where you can find information about that service on the Choices website.

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10.11. 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 (www.nhs.uk) 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.

10.11.1. 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:

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10-25 Sorting the services by a column heading (click the column heading title) will sort the services “within” each group.

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10.12. 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.

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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).

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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.

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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.

11.2.1. Booking a Redirected Referral Immediately

Click .

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11.3.Postponing the appointment booking to another time

You can do this from either the IBS or DBS workflow.

11.3.1. 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.

Click .

If the appointment was booked into an IBS then the following message will appear: 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

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11-5 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.

11.3.2. Retain Appointment, Rebook Later

Click on

.

You are taken to the Appointment Request Details screen to confirm.

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.

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.

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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 .

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12-2 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.

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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.

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.

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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.

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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”.

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.

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.

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.

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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:

13.1.1. 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.

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13.1.2. Cancelled By Patient or Cancelled By Provider

Actions Available: Book Appointment, Cancel Appointment, View Appointment and View History.

13.1.3. DNA

Actions available: Record DNA, View Appointment and View History.

13.2.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:

Service Provider Clinician & Clinician Admin

Choose and Book