Managing Service Provider Worklists

1. Managing Service Provider Worklists For : Service Provider Clinician and Service Provider Clinician Admin Roles whose services are directly bookable

2. Learning Objectives After completing this package you will: • Know how to : • view and filter worklists • open and manage referrals • Recap your knowledge

3. Before you start Important to note: This learning tool will give you a preliminary understanding of how to manage incoming referrals. For a more detailed explanation of this subject, please refer to the Service Provider manual, on the Choose and Book website. A link is provided at the end of this presentation. Instructions There is a lot of information in this learning tool, therefore, please allow time for each screen to complete before moving onto the next one. Navigation symbols explained

4. Contents How to.... Log onto Choose and Book Filter your worklists Manage the following worklists: Advice & Guidance Referrals for Review Outbound Referrals Appointments for Booking Displaced Appointments Rejected Cancellations Recap of learning

5. How to....log onto Choose and Book • Put your smartcard into the reader you have • The reader will either be part of your laptop, keyboard or a separate holder • When the NHS Care Records Service dialogue box appears type in your password and select an appropriate choice for logging in • Launch Choose and Book by double clicking on the desktop icon • If you have more than one role, make sure you select the correct one • Choose and Book will open showing the Worklist tab

6. How to....filter your worklists When reviewing referrals you can use the filters to see only those appropriate to you. This allows you to see referrals for a particular clinician and/or a particular service. To view each worklist, select the Filter by Worklist dropdown and pick one.

7. How to...manage the:Advice & Guidance Requests Worklist (1of 4) Click on the UBRN to open the Advice & Guidance Request Advice & Guidance is a facility where a referrer can request advice from a service provider clinician. It can be included in the service set up and processes should be in place both for a clinician to view these requests and for them to be managed in a timely manner. For more detailed information see the Links section at the end of this learning tool.

8. Advice & Guidance worklist (2 of 4) The Advice Response Details section, allows a clinician to respond to the initial request and advise the referrer of the best course of action. For example, should this patient come in for an outpatient appointment, or could there be some treatment they could try to resolve the condition in the first instance? In the Advice Request Details section, you can see that the referrer has queried a patient’s condition and is asking for advice, without first sending the patient for an Outpatient appointment. Watch out for any attachments, which may be included as part of the A&G request As the responder, you too have the opportunity to attach some relevant information.

9. Advice & Guidance worklist (3 of 4) To respond to the A&G request, simply type into the Advice Response Details section and select Submit. The Submit button will take you forward to a confirmation screen, which also enables you to print out the A&G request and your response. Once you have done this, the Response will “return” to the referrer, where they will be able to view and action it, and it will disappear from your Advice & Guidance worklist. If your advice is that the patient requires an outpatient appointment, then the referrer can use the same UBRN to do this (without needing to create a new one). Click on Submit

10. Advice & Guidance worklist (4 of 4) This screen summarises the request along with your response and allows you to print off details and any attachments, if you want to keep a hard copy. Selecting the Close button completes the action.

11. How to manage the....Referrals for Review worklist A separate package has been created for the Referrals for Review worklist for directly bookable services Please see the Managing Incoming Referrals package in the Overview section.

12. How to...manage the Outbound Referrals Worklist Referrals appear on the Outbound Referrals worklist because they have been through the Change Service process. This worklist is for you to monitor and wait for the new service to either accept or reject the referral, which will remove it from your worklist. When you open the UBRN Actions box, you can see you have limited options. To see more information on the Change Service process, please see either the Managing Incoming Referrals package, or the Service Provider manual via the Training pages on the Choose and Book website.

13. How to manage the.....Appointments for Booking worklist Click on the UBRN To manage referrals on the Appointments for Booking worklist, in the first instance, look at the Reason column. Here you can see that there are three referrals that say they need rebooking and the rest are marked as DNA. [Referrals marked as DNA will only appear for directly bookable services.] First we will look at the referrals marked Rebooking.

14. Appointments for Booking worklist – referrals marked as Rebooking If it is appropriate for you to do so, and bearing in mind the instructions, you could rebook the appointment, using the Book Appointment option from the Actions available. When you open the UBRN hyperlink, you will see the Reason for Rebooking and Instructions to Administrator, which were input by the person who cancelled the appointment. Other referrals on the Appointments for Booking worklist may contain different reasons and instructions, which need to be considered.

15. Appointments for Booking worklist - referrals marked as DNA Click on Record DNA Here the referral is marked as DNA. When a patient is outcomed in PAS as DNA’d, it will appear on the Appointments for Booking worklist and requires actioning. When you open the UBRN hyperlink, there is an Action to Record DNA. You will need to complete this to remove the UBRN from the worklist.

16. Appointments for Booking worklist- referrals marked as DNA The first section gives referral details, appointment date, service booked into, etc for information. The second section, allows you to “outcome” the DNA according to your local policy. Each mandatory area (marked with an asterisk) should be completed appropriately. The Record DNA screen can be broken down into two sections.

17. Appointments for Booking worklist - referrals marked as DNA There are several options available to allow you to outcome the DNA. In this scenario we have said that we have not contacted the patient and that no further appointment is required. [The DNA Reason should automatically be populated from your PAS, but if it does not you can pick an option manually in this screen.] Once we select Save, the referral will be removed from the Appointments for Booking worklist.

18. Appointments for Booking worklist- referrals marked as DNA To do this, we mark the Outcome section with Send for Referrer Follow Up. Once we pick Save, this action will remove the referral from our Appointments for Booking Worklist and return it the referrers worklist for actioning. The referrer will be able to see our free text in the Additional Comments field. In this second scenario, we are dealing with a vulnerable patient and want to notify the patient’s referrer that they have DNA’d their appointment. We have shown that we have tried to contact the patient by telephone, but that it was unsuccessful. Therefore, we would like the referrer to handle this situation.

19. Appointments for Booking worklist- referrals marked as DNA Other options in the Outcome section are to: Rebook – this allows you to rebook the patient a new appointment Contact the patient again after X days – this will remove the referral for the X amount of days from the Appointments for Booking worklist. This option may be used, for example, if when you contact a patient they will not be available for appointment rebooking and you do not want the referral to be visible to colleagues in the meantime. The Additional Comments field could be used in conjunction with this option to explain any situation.

20. How to manage the.....Appointments for Booking worklist (2 of 2) For more detailed information/instructions on how referrals get onto the ASI worklist and how to manage those referrals use the following link: http://www.chooseandbook.nhs.uk/staff/training/materials/appointment/asiproviders and the ASI guidance on the Choose and Book website.

21. How to manage the....Displaced Appointments Worklist (1 of 2) Column headings will alert you to the original appointment date (Displaced Appointment Date/Time) and the date that it was displaced. • Examples of why appointments become displaced: • It might be because the appointment was incorrectly changed in PAS and not Choose and Book. • There may have been a technical error. Referrals can appear on the Displaced Appointments worklist for a number of reasons and only apply to directly bookable services (DBS).

22. Displaced Appointments Worklist (2 of 2) When you open up the UBRN, the actions available will show as Rebook Appointment; Cancel Appointment; View History and Remove. In the first instance, you should check the View History option and your PAS to check how the appointment has become displaced. You should then action the UBRN appropriately. For a more detailed explanation of the Displaced Appointments worklist, please see the Service Provider Manual, which can be accessed via the Links section.

23. How to manage the....Rejected Cancellations Worklist (1 of 2) These three columns will inform you of when the error message occurred (Date of Rejection), dates of old and new appointment. Referrals appear on the Rejected Cancellations worklist because there has been a messaging error between Choose and Book and the PAS. Again, UBRNs will only appear on this worklist when the service is DBS.

24. Rejected Cancellations Worklist (2 of 2) When you open the UBRN link, you have the option to either view the Appointment and/or History. The only action available is to Remove. This must only be done after checking your PAS to ensure that the patient has an appointment. For a more detailed explanation of the Displaced Appointments worklist, please see the Service Provider Manual, which can be accessed via the Links section.

25. Some more key points • Referrals on your worklists are your responsibility, so they should be constantly monitored and managed • Read the screens carefully as you work through them. If you don’t want to move forward, there is often a way to take a step back to the previous screen • Always complete mandatory fields, which will be shown in yellow with a * next to them • When you put information into the free text boxes, remember that this information can be seen by other appropriate role users • For example, the patient’s referrer, The Appointments Line • Where you see blue text or UBRNs, these can be opened because they are hyperlinks, leading you to further actions or information • Once a referral has been accepted, they can be found using a Patient Enquiry For more information the Patient Enquiry, click here

26. Recap of learning • All worklists should be monitored regularly and dealt with as clinically appropriate • Advice & Guidance is a tool that allows referrers to ask a clinical question to service providers • The Outbound Referrals worklist is a monitoring worklist • Referrals can be filtered so that you can only see/review those referrals appropriate to you • You should always check patients appointments in both the PAS and Choose and Book, when managing referrals on both the Displaced Appointments and Rejected Cancellations worklists • If you make any changes to a referral, eg appointment date/time, the details can be accessed either by clicking on the Service Provider Activity heading, or via the View History option • Always read any text that appears in red, as it may contain instructions or patient safety messages • The referral, clinical information and audit history is always available (as long as you have a legitimate relationship with the patient), by using a Patient Enquiry.