Choose and Book Manual for Referring Admins

7/31/2019 Choose and Book Manual for Referring Admins

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Choose and Book Manual forReferring Adminss

Issue 2.0April 2010


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Amendment History:

Version/Issue

Date Amendment History

0.1 February2010

Reviewed

1.0 March2010

Approved

2.0 April 2010 Amended

Reviewers:

This document must be reviewed by the following

Name Title / Responsibility Date Version/Issue

JaneClements/Monica

Harrison

NHS Connecting for HealthChoose and Book Team

February 2010 0.1

CABDocumentReviewPanel

NHS Connecting for HealthChoose and Book Team

March 2010 0.1

Approvals:

This document must be approved by the following:

Name Title / Responsibility Date Version/Iss

ueJulie Taylor NHS Connecting for Health

Choose and Book TeamMarch 2010 1.0

Document Summary


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This document is aimed at providing guidance to Choose and Booktrainers and end user on the Choose and Book system. The sectionscovered in this manual are specifically tailored towards the role ofReferring Admin .


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Issue 2.0 April 2010

Table of Contents

CHOOSE AND BOOK MANUAL FOR REFERRING ADMINSS............1

TABLE OF CONTENTS...............................................................1WHATS NEW IN RELEASE 4.3?.................................................2WHATS NEW IN RELEASE 4.3?.................................................2FINDING HELP ON CHOOSE AND BOOK......................................8FINDING HELP ON CHOOSE AND BOOK......................................8SETTING USER PREFERENCES.................................................11SETTING USER PREFERENCES.................................................11YOUR HOMEPAGE..................................................................14YOUR HOMEPAGE..................................................................14SEARCHING FOR AND SELECTING A PATIENT...........................16SEARCHING FOR AND SELECTING A PATIENT...........................16

UPDATING PATIENT DETAILS / CHANGING A PASSWORD ..........20UPDATING PATIENT DETAILS / CHANGING A PASSWORD ..........20BOOKING AN APPOINTMENT...................................................24BOOKING AN APPOINTMENT...................................................24ADDITIONAL REQUIREMENTS..................................................34ADDITIONAL REQUIREMENTS..................................................34CANCELLING A REFERRAL REQUEST........................................39CANCELLING A REFERRAL REQUEST........................................39CANCELLING AN APPOINTMENT .............................................41CANCELLING AN APPOINTMENT .............................................41REBOOKING AN APPOINTMENT...............................................43

REBOOKING AN APPOINTMENT...............................................43REVIEWING WORKLISTS ........................................................45REVIEWING WORKLISTS ........................................................45BROWSE THE DIRECTORY OF SERVICES (DOS).........................53BROWSE THE DIRECTORY OF SERVICES (DOS).........................53REPORTS..............................................................................56REPORTS..............................................................................56ENQUIRIES............................................................................57ENQUIRIES............................................................................57

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Whats New in Release 4.3?

This is a summary of the main changes in release 4.3 for the role ofReferring Admin. 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 markedSee Section X, this will link you to more in-depth information for thatpart of the new release.

1.1 Usability Enhancements

A number of enhancements will be made in Release 4.3 to make iteasier to use. These enhancements will include:

Processing DNAs

This change will enable referrers to process DNAs where the ServiceProvider has chosen to defer the UBRN back to the ReferringOrganisation. See Section 12.2.3Worklists

Replacing the referrers' 'Activity List' and 'Rejected Referrals' worklistswith new 'Referrer Action Required' and 'Awaiting Booking / Acceptance'worklists. See Section 12.

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.

New - Clinical Information Screen

The Referral Letter Details screen has been renamed as the ClinicalInformation Screen. The new screen will give viewers increaseddetailed, patient and clinical information and is easier to view by usingeither 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 percurrent functionality.

See screenshot below:

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1.2 PDS Part 1

There will be a number of small functional enhancements, including:

Update Person ModuleAdditional patient contact information will be available. See Section 6.3

Consent to Share ModuleThis section has been combined with the Update Person Module, so thatthe information will be available in one place.

Date of Death ProcessingWhere recorded on the PDS, a date of death will appear in a fixed fieldon the Homepage and within the Update Person Module.

Referrals can still be made where a date of death shows, to allow errorsmade on the PDS to be overridden. The following warning message willalert you giving the option whether to proceed or not with the referral.See Section 6.5

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http://var/www/apps/conversion/current/tmp/Draft/Date_of_Death#_http://var/www/apps/conversion/current/tmp/Draft/Date_of_Death#_


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1.3 Improvements to Patient Facing Printouts

Improvements to patient facing printouts include an increase ininformation and sections being reformatted to make the printoutsclearer, more patient-friendly and improve confidentiality awareness.

Changes are highlighted below:

1.4 Enquiries Using Date Range Filters Enhancement

For all user enquiries that allow a date range to be entered, themaximum date range allowed will be extended from 31 days to 92 days.A message will be displayed for users to show the increase.

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1.5 Content Sensitive

The Content Sensitive functionality will be extended so that theReferring Clinician and Referring Clinician Admin in the Referring andRegistered GP Practice (if different to the Referring Practice). The BMS

HCP Proxy will also be able to see and action these UBRNs when loggedin on behalf of the referrer. Users with the Referring Admin role will stillnot be able to see/action referrals marked as Content Sensitive.

1.6 Accidentally Closing Choose and Book

To exit Choose and Book correctly, click the Log Out text at the topright hand of the screen. If you try to exit using the marker thefollowing message will be displayed, giving you the option to exit or tocontinue with your Choose and Book session using the following pop upbox.

1.7 ActiveX Software Installation

ActiveX is a technical enhancement to improve the login performance ofChoose and Book for all users, affecting every PC used to log intoChoose and Book.

Local IT departments have been requested to install the ActiveX controlonto all PCs in advance of Release 4.3, or to make sure the PCs areready to automatically download the software from Choose and Bookwhen 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 Release4.3.

If users see a message asking them to take action they should use thefollowing guidance.

If the PC does not have ActiveX installed, the following message willappear every time Choose and Book is launched after Release 4.3.

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Users are advised to contact their IT department or support desk forassistance.

Users who do not wish to take action this time can click ContinueWithout Installing.

If users see one of the messages below, they are advised to follow theinstructions in the message to install the Active X software. If anydifficulties are experienced, users should contact their IT department orsupport desk.

IMPORTANT: Users should not attempt the installation oncethey are logged into the Choose and Book applicationas work may be lost.

In summary:

Installation User Sees Action Required

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Local IT departmentinstalls ActiveXremotely

No change to log inprocess

None

Automatic installation

of ActiveX when userenters Choose andBook

No change to log in

process

None

ActiveX not installedas above

The full screen ActionRequired message(figure 1) with anadditional message toinstall (figure 2 or 3)

Users should install asprompted and contacttheir local ITdepartment or supportdesk for assistance ifrequired

ActiveX not installedas above

The full screen ActionRequired message(figure 1) but withoutan additional messageto install

Users should contacttheir local ITdepartment or supportdesk for assistance

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Finding Help on Choose and Book

Online help can be accessed from the Help menu or a contextsensitive link for some pages.

These help screens provide access to a comprehensive set of helpinformation. These pages should be used as the first line in thehelp process.

The help screen will display

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You can expand the sections on the left hand side of the screen toreveal related topics. Each item in blue is a link to a topic andcan be clicked.

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

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Click Print to print the current help topic.

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Setting User Preferences

1.8 Setting Preferences

Choose and Book will allow you to set user preferences. Thesepreferences are remembered between logins and are available peruser role. Therefore if you have multiple Choose and Book roleson your smartcard then you will have preferences set for eachrole.

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 theworklist and enquiry options available to that user.

As each user role is different there will be small differences in thepreferences screen display.

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The left hand section allows you to select the appropriate sectionto edit. Not all roles will have all the options available.

Patient Column Options

Selects the optional columns to be visible in the Patient ActivityList (PAL) on the referrers home page.

Worklist Column Options

Sets the optional columns to be visible when displaying/printingworklists.

Worklist Defaults

Sets the worklist to be used as the users default.

Enquiry Column Options

Set the optional columns to be visible when displaying/printingenquiries.

Not all user roles will have all these settings. For example theBooking Manager role has some options disabled. This role doesnot have the option to select worklists so no default option isavailable.

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1.9 Restoring Preference Defaults

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

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Your Homepage

The home page can be seen below:

The referrers home page displays a series of Tabs at the top.These tabs display the different areas of functionality available.The default view is the patient search screen displayed above.

The Search section on this screen is where you can search foryour patient from the Patient Demographic Service (PDS) on theSpine.

The Worklists section gives you the latest information on thepatients you have initiated or completed bookings for, and is auseful tool for you to check if you have any outstanding actions(like completing your referral letter for a patient).

You can also browse the Directory of Services by clicking onDirectory of Services or you can access enquiries by clicking onEnquiries or you can access reports by clicking on Reports.

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See later sections of the manual for detail.

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Searching for and Selecting a Patient

There are 3 ways that you can search for a patient;

NHS Number

UBRN

Demographics

The search option radio buttons

1.10 NHS Number

If you know your patients NHS number, click on the NHS Numberradio button and then enter the NHS Number in the box and clickon .

1.11 UBRN

If you know your patients Unique Booking Reference Number(UBRN) you can click on UBRN radio button and then enter it in theboxes and click .

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Search

Search

The UBRN is a unique number generated by Choose and Book for the patients

appointment request/booked appointment.


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1.12 Demographics

If you do not know the NHS Number or UBRN, click on theDemographics radio button and then enter the patientsSurname, Forename, Gender and Date of Birth (please check

the spelling of forename and surname with the patient).

If you know it, you can also add in the patients Home Postcode.

Check to ensure that the postcode provided is for theirpermanentaddress and not that of a temporary address (eg. temporaryresident or on holiday). Check if the patient has recently movedand whether they informed their GP; if they did not inform the GP,ask for their previous address. If the postcode is not known by thepatient, do not enter a default like XX99, but use the otherAdvanced Filter Options.

Click

Choose and Book will search for your patient in the PDS on theSpine.

If your patient is not found or there is more than one match foundin the PDS, a message in red will tell you so, then can enter moresearch criteria by clicking on either Home Address or Advanced

Options or both.

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Search

Mandatory fields are yellow and marked with an asterisk *


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Once your patient is found, their name, address and NHS Numberwill appear in your search section.

You are able to review the referrals for your patient for the last 18months in the Patient Activity List or PAL.

To view all referrals for the patient, not just the last 18 months,click the Show All Referrals check box.

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For your patient to be found in the PDS, they must have an NHS

Number. Patients without an NHS Number cannot be referred

using Choose and Book.

For CAB to display the patient the PDS must return a single hit,

otherwise you must enter additional search criteria until the PDSreturns a single patient.

From release 4.1 of Choose and Book cancelled referral requests will now

display in this list. You do not need to view cancelled referrals via the

enquiries, although this functionality still exists.


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All referrals for the patient are now displayed. The date used forthe cut off in the function is the Last Activity date not theappointment date of the referral.

Click on the UBRN, then Actions. The actions menu is dynamic

and will change to display the actions that can be performed onthis UBRN. You may see various actions some of which are shownbelow, and these will be dependent on your role. For exampleReferring Admin role will not be able to add a referral letter.

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Updating Patient Details / Changing a Password

Patient Details are held in the Patient Demographic Service (PDS)on the Spine. It is possible to check and alter the patients details

from Choose and Book.

1.13 Accessing the Update Patient Details Section

Patient Details are held in the Patient Demographic Service (PDS)on the Spine. It is possible to check and alter the patients detailsfrom Choose and Book.

1.14 Accessing the Update Patient Details Section

You can access the patient details update section in 2 ways:

First, search for and select your patient, click

or

click on Update Person Details when processing anappointment request or booking.

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You will only be able to change the patient password if the patient has an

active referral on Choose and Book. If the patient is not registered to your

practice you will not be able to update the password unless an active

referral was created by your practice

In Release 4.3 the NHS Care Record Sharing Consent field has been removed

and the information combined with the Update Person area.

Users should continue to follow any local processes that may apply when updating

these fields within the Update Person screen, particularly the address, gender

and date of birth of a patient. These processes may include requiringdocumentary evidence in support of such a change, not allowing users with

certain roles to update these fields or allow them to do so only under

supervision.

This screen now also includes the facility to record more than one set of

patient contact details, giving a richer source of information for users, all of

which can be viewed from the Homepage.


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1.15 Updating Patient Details

You are presented with the Update Person screen, which willallow you to check the patients details and amend/update thepatient information and preferences as appropriate. You can insertor change the consent to call back, patient password, preferredlanguage, home contact, mobile contact, work contact, temporary

contact and preferred contact method.

To increase the amount of fields used in the Contact Method

section, click onto the at the end of the Type: line, which willinsert a new, blank field for you to complete.

Similarly, contact fields can be removed by clicking the .

Click and the PDS will be updated, or click Cancel to

return to your Homepage without making any changes.

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Note: Wherever the Primary Home option is chosen, it will always take

precedence over any other type of contact method present shown on the

Homepage

Submit


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Other contact methods input in the Update Person screen can beaccessed by clicking the View All button.

1.16 Patient Passwords

Patients are required to have a password set. Thispassword is used by the patient when calling services orthe Appointments Line to confirm identity. There is onlyone password per patient, not per referral. If no passwordis set when a patient is initially referred a password isautomatically created made up of two random wordsseparated by a space. It is possible to change thisassigned password using the above screen. The passwordcan be reset and may be between 6 and 40 characters andcan contain letters numbers and spaces.

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You do not need to create a password for each patient. If there is no

password set then Choose and Book will automatically assign a password thefirst time a referral is created for the patient.


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1.17 Date of Death Processing

Where recorded on the PDS, a date of death will appear as a fixedfield in the following areas:

Homepage

Update Person Screen

A referrer can still make a referral for a patient where Date ofDeath is recorded.

Referring Admin roles will still be able to view/amend the UpdatePerson screen, except for the Date of Death field.

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Booking an appointment

There are several ways in which an appointment can be bookedfor a patient. The process differs slightly depending on the service

type you are booking in to.

There are 2 types of service Indirectly Bookable Services, IBS,and Directly Bookable Services, DBS.

For DBS it is possible to book the appointment directly with theservice using Choose and Book.

For both IBS and DBS it is possible to create a Referral Requestthat has all the services that you have selected for the patient andthe appointment booking can be made at a later date if required.

1.18 Identifying Directly and Indirectly Bookable Services

You will only need to follow this process if you wish to book theappointment for a patient as you make the referral. This may berequired if you have vulnerable patient who is unable to do thisthemselves. Normally the patient will book their own appointment.

During the booking process you will see the service or servicesthat have been selected. The Directly Bookable column showsthe status of a service.

Y in the Directly Bookable column means that the service is aDirectly Bookable Service (DBS) (ie. you can book your patientfor an appointment in the service providers patient administrationsystem (PAS) electronically using Choose and Book).

N in the Directly Bookable column means that a service is anIndirectly BookableService (IBS) (ie. you cannot directly bookyour patient in for an appointment in that service providers PASelectronically, but you can complete an appointment request forthat service, and the patient will then need to call the IBS callcentre).

You can view the Booking Details of an IBS by clicking on theService name (in blue).

Click on Booking Details to reveal the detailed information aboutthe hours of opening and the telephone number of the IBS callcentre.

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If you wish, you can print off this information, by clicking Print.This information will be printed on the patients referral request ifthis service is chosen.

Click OKto return to the main bookings screen.

1.19 Booking an Appointment for a Directly Bookable Service

An appointment can be booked for the patient following a searchfor the appropriate services that a GP has shortlisted or by anadministrator after the referral request has been created. If thebooking is to be made by an administrator the UBRN will need tobe found first see Finding a Referral Request to Book anAppointment section then use Booking the Appointment section tobook the appointment. If you are completing a booking after youhave shortlisted services as a GP then jump to Booking theAppointment section.

1.19.1 Finding a Referral Request to Book an Appointment

Finding the Referral (UBRN) to book an appointment is fairlysimple. It will be in a number of places and you can use severaldifferent methods to find it.

The simplest method is to search for the UBRN. This is printed onthe patients referral request printout. The GP will have printedthis for the patient when the referral request was created. Simplytype the UBRN into the patient search and this will find thepatient.

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Once the patient is found, you will be able to see the referral inthe lower half of the screen called the Patient Activity List or PAL.

By default the PAL displays the referrals for the last 18 months.Click Show All Referrals if you wish to view all referrals for thispatient.

The UBRN will now display in the list. Click the blue UBRN then

from the Action list select Update/ Book, or Book dependingon your role.

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This will display the Appointment Search screen.

1.19.2 Booking the Appointment

Before asking Choose and Book to find available appointments forthe service(s) you have selected, you can limit the search byentering the date by which you would like your patient to be seen.

The Due By date is the latest date by when you want your patientto be seen at the hospital. The date you enter here will pre-populate the due date on the next screen where you are able to

narrow down the returned appointment slots.

Having selected the appropriate services for your patient, click on

This will take you to a new screen. Choose and Book will displayin chronological order all the appointment slots for all yourselected services within the date ranges you have specified.

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It is recommended that the Due By date is left blank unless the referrerrequires a due by date to be set.

Entering a Due By date will not display any appointment slots after this datefor anyone booking the appointment. Entering the Due By date is optionaland may be left blank at the referrers discretion. A blank Due By date willgive the patient the largest range of appointment slots to choose from.

Entering a Due By date that is close to the current date may prevent thepatient from booking an appointment.


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You can use the scroll bar to see up to 50 appointments currentlyavailable. (You can click the Next button to see the next 50, andBackto see the previous 50).

You can change the view by clicking on

For example:

Clicking on the Month view shows the following screen:

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The number of slots available on each day is clearly displayed. Tobook an appointment click the text xAvailable. This brings upthe day display and you can book the actual slot by clicking on thename of the Clinician or the text No Clinician allocated if theservice is not using named clinicians. Then click BookAppointment.

You can further limit the appointment search by enteringparameters around the dates that you would like displaying, thedays of the week to suggest appointments on and selectingdates to avoid, as below. (If you entered a due by date in the

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service search screen this will pre-populate the Due by Datehere.)

Enter your required parameters and click

From the displayed appointments, select one appointment of thepatients choice by clicking on the round radio button to the left ofthe chosen date and time.

Click .

Review the appointment details.

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Book

Do not click Request at this point as this will not book the appointment in theselected slot, it will just create a referral request


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If the details are correct, click . Choose and Book will then

check the hospital PAS in real-time to see if the slot you haverequested is still available.

If the communication between Choose and Book and the PAS fails,

or if the slot is no longer available in the PAS, a messageinforming you of this is displayed. Repeat the booking process asabove.

If the booking details are not correct, click to go back

to the previous screen.

To print off a summary of the Appointment and your patientspassword click . You then have the option to print just the

Appointment Summary, or the Appointment Summary and the

Patient Password.

Click on the option you wish.

In the Windows print dialog, select the printer you want to print to

and click

Click to close the Appointment Summary screen.

You have now made a booking for your patient and printed off forthem a summary of the appointment made.

1.20 Booking an Appointment for an Indirectly Bookable Service

Booking an appointment for an IBS requires a telephone call to theservices booking department.

This call can be made by the referrer, the practice or the patient.To complete the booking the referral UBRN and password will berequired.

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Submit

Dont Submit

Print

Close

It is not possible to book an appointment directly into an IBS PAS via

Choose and Book.

.


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The UBRN and the patient password are printed on a referralrequest. This will allow the patient to book the appointment withthe service. See the section Making a Referral Request When aPatient Wishes to Make a Booking Later and Printing a Summaryfor details.

1.20.1 Finding the UBRN and Password to make an IBSbooking

This process is only needed if the referral request has been made,the patient requires an appointment to be made for them and thepatient does not have the referral request print out.

The patient Referral Request will have the UBRN and, optionally,the password printed. However, it is possible to find thisinformation using Chose and Book.

If you do not have the UBRN for the referral it is possible to see allthe referrals for a patient.

Search for the patient using the patients demographics or NHSnumber.

From the search results you will be able to see the UBRN for thepatient.

1.20.2 Printing referral details for an existing referral

request

Click the blue UBRN and from the Action menu select ViewRequest

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Click Print and select the option to print with password orwithout.

Click Close to return to the home page.

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Additional Requirements

During the referral process you are able to record that a patienthas additional requirements and are able to search for services

that may meet the patients needs. There are three categories ofadditional requirements that you can record in Choose and Book.These are:

Transport

Advocacy

Interpreter

Additional Requirements are added per service providerorganisation and declared available for an organisation by the

Service Definer. Your requests for Additional Requirements arereceived by the service provider organisation and managed by thenew role of Additional Requirements Manager.

1.21 Making a request for Additional Requirement

From the service search screen click Additional Requirements.

You are then able to click in one of the check boxes below andenter the patients requirement in the text box:

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When you have entered the patients requirements click OK.

You will then return to the search for services screen. Select theappropriate search options, see the section on searching forservices for more detail, and click either Search Primary Care orSearch All.

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A default entry may appear for language. This comes from the

preferred language section of the patient details screen. However, thiswill not be entered as an additional requirement unless you click the

check box to select it.


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The Additional Requirements column highlights whether theadditional requirements you requested are:

all met All

partially met Partial

or

none are met the entry is blank.

Clicking the entry in this column will display the details of theadditional requirements added by the service definer for thatorganisation.

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You must check the additional requirements offered byclicking these entries to ensure that the requirement is fully

met. The additional requirement search only searches by

category and not by detail. For example, a patient requiring

Advocacy, Transport and a French interpreter may return a

value of All in this column if the organisation does offer

Advocacy, Transport and Interpreter Services. However, the

organisation may only have Spanish and Greek interpreters

available and this would be shown when clicking on the entry in

the Additional Requirements column.


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You can then proceed with the referral as normal. If you arecreating an appointment request the Additional Requirements willbe shown on the Appointment Request Summary. If you aremaking a booking the Additional Requirements will be shown onthe Appointment Details screens.

Having entered your request for additional requirements earlier

when selecting services, you will see optionon the Appointment Request Summary (or if you have made abooking on the Appointment Summary) screen. This will take youto the Manage Additional Requirements screen as detailed below.

If you do not request additional requirements when selectingservices but progress the referral through to Appointment Requestor Appointment Details, you will again have the option to

.

1.22 Manage Additional Requirements

Clicking from the Appointment RequestSummary or Appointment Summary screen takes you to a newscreen which differs from Add Additional Requirements. You areable to update any additional requirements that have alreadybeen added or define new ones.

This screen can also be accessed when viewing a patients FutureAppointments or Appointment Requests, and by accessing theUBRN in your Activity List for Referring Clinicians.

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Click to update the original request.

You can also change the status of the requirement fromRequested to No Longer Required:

Click Submit to return to the Manage Additional Requirementsscreen.

Click Close to exit Manage Additional Requirements.

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For services with an appointment type of Telephone Assessment any

requests for Transport will not be processed as the patient will not be

attending an appointment in person at the service.


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Cancelling a Referral Request

1.23 To Cancel a Referral Request

If the appointment has not been booked then the action menu for

the UBRN will show Cancel Request and you can use thisworkflow from this menu.

The most common way to find to find the UBRN is to use thepatient search and search directly for the UBRN. However, youcan of course use the NHS number or Demographics search.

Click the UBRN for the appointment request you want to cancel.

Click and select Cancel Request. (Note that if the actionmenu displays Cancel Appointment then the referral has anexisting appointment; see the following section for this workflow.)

Select a Reason for the cancellation from the picklist.

You may be required to enter a comment for the cancellation inthe Reason for Cancellation Comments field depending on thecancellation reason you choose. However, it is recommended thatyou always enter a comment.

Click

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This action is for UBRNs that have not had an appointment booked, orhave had the appointment previously cancelled. You would perform

this action if the patient will never require the appointment booked.

Once the referral request is cancelled you will not be able to book an

appointment for this referral. The referral is closed. To refer the

patient a new referral will be needed. To cancel an appointment but to

keep the request, see the next section.

Cancel Request


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The system warns you that you are about to cancel anappointment request.

Click if you are sure you wish to cancel the appointment

request.

Click .

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Yes

Close


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Cancelling an Appointment

You first need to find your patient and their current appointmentbooking.

There are two ways to find the patient and the booking you wish

to amend:

Either Search for the patient by their UBRN, NHS Number ordemographics and select the UBRN.

Click on a Worklist to find the UBRN.

1.24 How to Cancel an Appointment

Click the patients UBRN for the appointment that you wish tocancel.

Click and select Cancel Appointment.

Choose and Book shows you the Cancel Appointment screen,which displays the details of the appointment already made.

Select a Reason for cancelling the appointment from the picklist

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For the appointment to be amended or cancelled, the appointment must have been

booked as a directly bookable appointment (any IBS appointments must be cancelledwith the Booking Manager or Clinician/Admin of the Service the patient holds an

appointment with).


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You may be required to enter a comment for the cancellation inthe Reason for Cancellation Comments field depending on thecancellation reason you choose. However, it is recommended thatyou always enter a comment.

You can either cancel just this appointment or you can also cancelthe appointment request at this stage if you want to cancel thewhole referral.

Depending on the reason that has been chosen you may be

required to cancel the request at the same time.

Click

Choose and Book gives you a warning message to confirm theaction you are about to take. Click .

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Cancel Appointment

Yes

Cancelling the appointment request will mean that you will not be able

to rebook the patient into a service using this referral. To refer the

patient now a new referral request (UBRN) will be required.


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Rebooking an Appointment

You first need to find your patient and their current appointmentbooking.

There are two ways to find the patient and the booking you wishto amend:

Either Search for the patient by their UBRN, NHS Number ordemographics and select the UBRN.

Click on a Worklist to find the UBRN.

Click the patients UBRN for the appointment that you wish tochange.

Click and select Rebook Appointment. (Rebookeffectively means you are cancelling the old booking and

rebooking a new appointment).

You now see the services that the patient can rebook into on themain booking screen.

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For the appointment to be rebooked the appointment must have been booked as a directly

bookable appointment (any IBS appointments must be rebooked with the Booking Manageror Clinician/Admin of the Service the patient holds an appointment with).


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If a referral has previously been rejected by a service it will behighlighted in red.

The service that the patient is currently booked into is highlightedin orange, as above.

You have the option here to either make a new booking

immediately or to cancel the current appointment now and rebooklater.

Click Re-Suggest Appointments then follow the section:Booking an Appointment.

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Reviewing Worklists

Worklists are to help you maintain and monitor your referrals. Asa general rule if a referral is on a worklist it should be monitoredor actioned. You must review ALL worklists on a regular basis.

Note : Referrals on the Referrer Action Required Worklist areunder the duty of care of the Referring Organisation and need to

be maintained.

There are 4 worklists for a GP (referring clinician/admin):

Referrer Action Required

Awaiting Booking/Acceptance

Advice and Guidance Responses

Outstanding Referral Letters

There are 3 worklists for a Referring Admin

Referrer Action Required

Awaiting Booking/Acceptance

Outstanding Referral Letters

The worklists can be filtered to show either information for all thereferrers in your practice, or just that of individual referrers.

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In Release 4.3 two worklists have been removed and two added.

The Activity List and Rejected Referrals worklists have been removed and two new onesexist Referrer Action Required and Awaiting Booking/Acceptance worklists, although

these are not like-for-like changes.

The contents of the worklists automatically update when they are initially displayed and

when you return to the worklist from performing an action. However, you can update the

worklist by clicking the blue text Last Refresh to update the worklist manually.

In Release 4.3the worklist count has increased from 25+ to 50+.


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To open one of the worklists, click on worklist tab at the top of thescreen and then select the required worklist.

1.25 Sorting Worklists

It is possible to sort a worklist into ascending or descending orderby clicking on the column heading of the column you wish to sort.

The first click will sort ascending and the second descending.

1.26 Referrer Action Required Worklist New in Release 4.3

This worklist displays referrals that require Referrer action. Thetypes of UBRN that appear on this worklist are:

Rejected

Cancelled

DNA

Assessment Results

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You can set any worklist to be your default. See the section on Preferences for details,

which maybe particularly useful to Referring Clinician Admin roles with responsibility for

certain worklists within their organisation.

New in Release 4.3 will be the ability for Referrers to view UBRNs cancelled by other

users and returned DNAs to be actioned.

Note: Rejected Referrals will now ONLY appear on the Referrer Action Worklist and

ubrns with outstanding referrals will NOT appear on the Referrer Action Worklist.


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UBRNThe patients Unique BookingReference Number

PatientName The name of the patient

Priority The Priority of the Referral

UBRNCreated Date

The date the referral request wascreated

ClinicalContext

The speciality selected

Named

Clinician

Name of the clinician selected during

the request (if used)

Referrer The name of the referrer

AppointmentDate

The Date of the appointment. Willdisplay a - if not booked or N/A ifnot required (the referral is anAdvice and Guidance request forexample) If the referral is to an IBSand the appointment is bookedIndirectly Booked will be

displayed.

ReferralStatus

The status of the referral. Theseinclude:

o Assessment Result.The CAShas actioned the UBRN andrecorded the assessment.

o Cancelled UBRN. Referrers can

view cancelled UBRNs

enabling them to action themappropriately.

o DNA. Referrals made to DBSservices that have beenreturned to the Referrer andcan be actioned appropriately.

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o Rejected, the service providerhas rejected the referral.

Last ActivityDate

The last date that the URBN had an

action applied e.g. Referral Letteradded

The following actions are available for each referral status:

1.26.1 Assessment Result

The only actions available are to Remove, which removes theUBRN from the Worklist and View Appointment.

1.26.2 Cancelled UBRN

The only actions available are to Remove, which removes theUBRN from the Worklist and View Appointment.

1.26.3 DNA

When the Service Provider marks an appointment as DNA andpicks the (new) option Return to Referrer for Action, it willappear on the Referrer Action Required worklist.

The action options for this UBRN status are Process DNA andRemove.

To process the UBRN, click onto the Process DNA option whichwill open up the following screen.

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From this screen you will be able to record contact attempt/s andthe DNA reason, which is pre-selected by the Service Provider, andoutcome the referral.

Complete the mandatory areas as appropriate, including theOutcome field.

If you choose No Further Appointment the UBRN will

automatically be removed from the worklist and the UBRN closed.This option should only be chosen where no additionalappointments are required.

If you choose Contact the patient again after X days theUBRN will be removed from the worklist for the amount of daysthat you input, then reappear and require further action. Duringthis time it will be visible on the patients Patient Activity List.

If you choose Rebook and Save, the Appointment Searchscreen will appear, where you can either book an appointment

with the same service or use the Service Selection button toreturn to the Service Selection and again to the SearchCriteria screen and process finding and selecting a new service tobook an appointment with.

Note: There is no AppointmentRequest option available, if youchoose Rebookthen an appointment MUST be made.

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1.26.4 Rejected Referrals

You can see any referrals that have been rejected by the serviceyou referred your patient into.

Managing Rejected Referrals

Once you have sent a referral letter in Choose and Book and thepatient has had a booking made, the booking and letter can be

reviewed by the hospital. The hospital clinical team either acceptsor rejects your referral. If they accept the referral and booking,you need take no further action. Rejection Comments may beadded by the Service Provider to help determine how to action theUBRN.

Click on the UBRN where you can read the reason for why thereferral was rejected, along with any comments, if these havebeen added (although they are not mandatory).

Click , then select whichever action you wish to take withyour patient. For example: to change the appointment requestclick on Update/Book.

If you choose Update/Book it will take you to the ServiceSearch screen, where you can re-refer the patient. The original

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Once a referral has come back to the referrer on their worklist as rejected the

duty of care is also returned so, therefore, it must be actioned by the referrer.

The Service Provider does not have to contact the patient to inform them of the

rejection, so it is appropriate that the Referrer does this along with actioning the

UBRN.


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service will appear marked in red to highlight that it was previouschosen, but still allowing you to choose this service or select otherservices to re-refer to.

To cancel the whole referral click on Cancel Request option andpick an appropriate reason for cancelation.

To update the referral letter click on Modify Referral Letter

option. Here you will be able to open the existing letter (byclicking onto the blue link) to modify, add another attachment orremove the existing one (by clicking on the red x next to theattachment). Click on Submit to complete the action.

1.27 Advice and Guidance Responses Worklist

This worklist is not available to the role Referring Admin

1.28 Awaiting Booking/Acceptance Worklist New in Release4.3

Although this Worklist does not require any action by the ReferringOrganisation, it should be monitored.

There are actions available to you if required, which must be onlybe carried out as appropriate.

1.29 Outstanding Referral Letters Worklist

You can see if there are any patients that have requests orbookings, for whom you have not yet attached a referral letter.

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The View History facility is invaluable for this Worklist to advise you what actions

have been carried out on the UBRN.


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UBRNThe patients Unique BookingReference Number

PatientName

The name of the patient

Priority The Priority of the Referral

UBRNCreated Date

The date the referral request wascreated

ClinicalContext

The speciality selected

NamedClinician

Name of the clinician selected duringthe request (if used)

Referrer The name of the referrer

Letter Due

The date by which a Referral lettermust be attached. This date willturn Red when the referral letter is

overdue.

Click on the Unique Booking Reference Number (UBRN) of thepatient you wish to attach the referral letter for.

Click or add the referral letter via your integrated

GP system.

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Until you add the referral letter the service that has the appointment booked will

not be able to see the appointment. It is therefore important that the referral

letter is attached in good time.

Add Referral Letter


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Browse the Directory of Services (DOS)

The Directory of Services (DOS) is the repository of all informationabout services that can be booked via Choose and Book. You can

browse all the services loaded in the DOS regardless of whetherthey are commissioned by your PCT without initiating anyappointment requests or bookings.

From your homepage, select the Directory of Services tab.

You can now select particular search criteria and then ask Chooseand Book to search for and show you all services within the DOSthat meet your search criteria.

You can search for services by a combination ofClinical Term,Specialty, Clinic Type, Named Clinician, Priority,

Organisation, Staff Mix, Menu, Indicative Wait Time andPostcode.

For details on the clinical terms search functionality please see theService Search section. The functionality is identical to theClinical Term Search in this section.

The Menu option will provide the following options:

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The View Additional Filter Options is closed by default. Please note that the

default option for the Menu field is Primary Care. Please ensure oyu select the

appropriate Menu option when searching.


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Primary Care this will select services which qualify for thePrimary Care Menu. This will only display commissionedservices.

Secondary Care - this will select services which qualify for theSecondary Care Menu.

All Services this will select all services that qualify for eitherthe Primary Care or Secondary Care Menu. Services which arecommissioned or not commissioned on the Primary Care Menu

will display.

All Available for Booking this will select all services thatqualify for the Secondary Care Menu and all commissionedservices on the Primary Care Menu.

When you have selected the criteria click Search.

You now see all the services loaded in the DOS that meet yoursearch criteria. Not just those your own PCT has commissioned,that would normally be the case if a referrer was searching or aService was redirecting a referral.

Click the Service Names (in blue) to give you the detailedinformation loaded in the DOS for that service. Use the scroll barson the right and to the bottom of the view to see all servicesrelevant to your search.

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You can print the information by clicking Print

Click OKto return to the list of DOS services.

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Reports

Detailed information on the use of Reports and Enquiries isavailable from:

http://www.chooseandbook.nhs.uk/staff/training/index_html#endusermanuals

These manuals detail which report extracts and enquiries areavailable for each role.

Reports are pre-defined sets of information for a pre-set period oftime. The pre-set period of time for reports is either a calendarmonth or week and they are generated retrospectively.

To access the reports available, click on the Reports tab on your

homepage, and then select the report you wish to view.

Click the HTML link of the report you wish to view.

The reports available to view will be dependent on the role thatyou used to log on with.

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Enquiries

Enquiries are specific to your role. For a full list of the options, seethe manuals on the following link:

http://www.chooseandbook.nhs.uk/staff/training/materials

An Enquiry is similar to a report with pre-defined information, butyou can define your own time period for an enquiry.

To access the enquiries, click the Enquiries tab on yourhomepage.

From the pick list of enquiries, select the type of enquiry you wishto view.

The enquiries available are dependent on the role you have

logged in with. The above example displays the ReferringClinician enquiries. Below is a screen shot of the Service Providerenquiries. Other roles will have a different set of enquiries.

Enter the search criteria, remember yellow boxes are mandatory.Then click

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Search
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You can now click the UBRN of the referral you wish to work with.

In Release 4.3 the maximum date range in an enquiry hasincreased from 31 to 92 days. If dates outside this range areentered, the search button will not be available.

Note that if you have removed optional columns from an enquiry,using the Preferences option, the column will be removed fromthe enquiry and its print out.

Documents

Choose and Book Manual for Referring Admins