Release 5.0 Preview

1. Release 5.0 Preview Changes affecting Service Provider users 20.09.2010 – Version 1.0

2. Overview of Changes Support for the Appointment Slot Issues (ASI) Process Updated Missing Referral Letters Enquiry Minor Changes Rebooking comments visible prior to rebook. Service Search Screen updated ‘Help’ reveals Referrer contact information Removal of ‘Request’ button Visibility of UBRN after the relationship has ended Enquiry count Additional file attachments supported Changes to Service Definer Role affecting Service Provider Users Support for Alternative Care Pathways Service Lifecycle Management

3. Release 5.0 Functionality Support for the ASI Process - Providers Background • Prior to Release 5.0, when a patient wished to book an appointment within a service that had no available appointment slots published, or where there was a technical issue preventing the booking, the only pathway was via The Appointments Line (TAL). • It was therefore necessary for the patient to call TAL in order that the TAL operator could:- • note the patient’s details • transfer these to an email • send to the provider each evening. • This process was outside of Choose and Book and could not be monitored by patients and their referring practices.

4. Release 5.0 Functionality Support for the ASI Process - Providers Release 5.0 functionality • When a patient attempts to book an appointment, either • within the GP Practice • by telephone via The Appointments Line (TAL) • online via the Patient Web Application (PWA) • AND, no appointment slot is available within their chosen service or services, or a technical issue prevents booking, the request can be deferred to the provider.  • The UBRN will then immediately appear on the new provider "Appointment Slot Issues" worklist in order that they can appoint the patient within CAB.

5. Support for the ASI Process Appointment Slot Issues (ASI) worklist The “Referral First Booked/ASI” column shows :- Initial Referral - EITHER the date this UBRN was first booked, OR the date this UBRN was first deferred to a provider (doesn’t have to be the same provider/service) Onward Referral - EITHER the date the initial UBRN was first booked, OR the date the initial UBRN was first deferred to a provider (doesn’t have to be the same provider/service)

6. Support for the ASI Process Appointment Slot Issues (ASI) worklist Referrals on this list, as per current ASI guidance, should be processed within 4 days. This date will turn redwhen the referral is critically overdue for action. The time frame for this is dependant on the priority of the referral and currently stands at (working days): The UBRN Received column shows the date that the referral was deferred and consequently appeared on the worklist. As this may not be the first booking or attempted booking against this UBRN, this date may be later than the ‘Referral First Booked/ASI’ date in the preceding column. • Routine 11 days • Urgent 6 days • 2WW 3 days

7. Support for the ASI Process Action menu options • There are a number of actions that are available to you from the Appointment Slot Issues worklist: • Book Appointment • Cancel Request • Record ASI Contact • Add Additional Requirements • View Request • View History • These actions will allow you to manage UBRNs on the ASI worklist.

8. Support for the ASI Process Book Appointment The preferred method of dealing with an ASI is to release appointment slots to Choose and Book. You will then be able to manage the referral within the application. To help with this Choose and Book supports ASIs in the following ways: • The Book Appointment option will open the ‘Appointment Search Screen’. • From this screen you can book an appointment:- • to an existing slot • to a reserved slot (previously reserved for rebookings) • to a slot within the slot protection time.

9. Support for the ASI Process Cancel Request Wherever possible the patient should be appointed within Choose and Book. This enables the patient, referrer, referring practice staff and TAL operators to access the appointment details when necessary. Where this is not possible, and you need to book the appointment outside of Choose and Book, then you must cancel the request. If you do this Choose and Book will require you to enter a reason from the following list: In the scenario above, the correct reason code is “Patient booked outside Choose and Book”. Good practice would be to enter the appointment date and time in the free text box so that referrers can see this in the history file.

10. Record ASI Contact Choose and Book provides a new feature enabling you to record contact or attempted contact with the patient whilst the UBRN is in the ASI process. The new ‘Record ASI Contact’ option will allow you to record free text on the UBRN history, as a contact, and have that information readily available to help manage the ASI. ASI Contacts are recorded in the history of the UBRN and are always available from any worklist that allows you to view the history, this includes the Appointment Slot Issues worklist. Selecting the ‘Record ASI Contact’ action displays the following:

11. Support for the ASI Process Record ASI Contact ‘Contact Comments’ Box. This is a mandatory field for the user to complete, to record the outcome of a contact. Called home number – no reply The View History function is available here, to look up any previously recorded actions/comments. Total Contact Attempts - automatically recorded.

12. Support for the ASI Process Record ASI Contact The last contact date/time is displayed on the ASI Worklist

13. Support for the ASI Process View Request View Request displays the summary screen for the UBRN. This screen now includes the message that will have been passed to the patient regarding contact from you, the Service Provider. The selected provider has been notified of the patient’s need to book an appointment with them. If the patient has not been informed by 10 August 2010 of their future appointment date, they should be advised to contact their referring practice. The patient has not defined a Consent to Call Back status. If the patient wants to define a status, update it in Update Person.

14. Support for the ASI Process View History The View History option displays the history screen for the UBRN. The new ‘Record ASI Contact’ event is listed and the detail is displayed in the right hand pane. This includes any free text entered as part of the contact process.

15. Support for the ASI Process Points to note:- • Once a UBRN has been deferred it is deemed to be part of the ASI process. • The referral will immediately appear on the chosen service provider’s Appointment Slot Issues worklist. • This new ASI worklist will replace the TAL emails detailing each referral that has experienced an ASI.From release 5.0 you will no longer receive the TAL ASI emails. • The Slot Reservation functionality introduced in Release 4.3 will be enhanced to allow Service Providers to book appointments for UBRNs from the new ASI worklist into reserved slots (currently these slots are only available for rebooking appointments). • Remember the patient should be contacted within 4 days for ASI referrals, as per current guidelines. Please see the ASI guidance on the Choose and Book Website for further information.

16. Support for the ASI Process Points to note:- • Whilst a UBRN is part of the ASI process: • A new status of ‘Deferred to Provider’ will be applied. • As with all UBRNs, the referral letter will not be visible to a Service Provider until an appointment has been booked. • Reminder letters will be suspended whilst a UBRN is in the ASI process. • Patients can • Book an appointment should one become available • TAL Operators & Referrers can also: • Select another service from the shortlist • Cancel the UBRN • Referrers can: • Change the shortlisted services, ie, select an alternative service to add to the shortlist. • THE ABOVE OPTIONS WILL EFFECTIVELY REMOVE THE UBRN FROM THE ASI PROCESS

17. Support for the ASI Process This dialogue box will appear when you change a patient’s choice to another service provider and defer the referral again. You are deferring a referral that is already in the deferral (ASI) process. It warns users that there may be a delay to patient care if they continue.

18. Changes to Missing Referral Letters Enquiry Ability to Record Contacts on the Missing Referral Letters Enquiry The Missing Referral Letters Enquiry has been enhanced to include the following functionality:- • It is now possible to record a contact with referring organisations. • When you choose to “Record Contact” against a UBRN, Choose and Book will display ALL outstanding referral letters from that referring organisation. • Consequently, you can contact a referrer regarding one or multiple missing referral letters.

19. Changes to Missing Referral Letters Enquiry Referrer telephone number will now be populated where it exists in the Spine Directory Service Referrer column displays in Surname, First Name order. This allows sorting of the worklist in name order.

20. Changes to Missing Referral Letters Enquiry Displays the number of days that the letter is overdue by. Date/Time the last contact was made with the referrer/referring practice.

21. Changes to Missing Referral Letters Enquiry New ‘Contact Referrer’ option. Also details the total number of recorded contacts.

22. Changes to Missing Referral Letters Enquiry You are able to select all, or some, of the referrals using the checkboxes or buttons. Please Note: Any UBRNs listed here will match the original search criteria, ie, priority=routine. You can select one or multiple UBRNs

23. Changes to Missing Referral Letters Enquiry Where you select multiple UBRNs and then record a contact, all will have the same contact information recorded against them. This is useful if you contact the practice and none of the letters have been added due to, for example, a member of staff being away. This saves the need to record a contact against individual referrals.

24. Changes to Missing Referral Letters Enquiry

25. Changes to Missing Referral Letters Enquiry These are the options that are available for recording a contact outcome. There is also a free text field that is available for additional comments as needed. Remember, where more than one UBRN is selected, this information and any comments will be logged against them ALL.

26. Changes to Missing Referral Letters Enquiry The “Contact Referrer” action appears in the UBRN history. This shows when contact was made, by who, and what the outcome and any comments were. The history can also be viewed by the Referrer and other practice staff.

27. Changes to Missing Referral Letters Enquiry Points to note:- • Information in the ‘Last Contact Date/Time’ column will be updated each time the record contact action is carried out. • Where a UBRN has been referred-on, the information on the Missing Referral Letters Enquiry will show the organisation it has been referred-on by (not the original referring organisation). This will allow users to record contact against the correct organisation. • PCT contact information is displayed in the new Referring Organisation screen, for user convenience. This new functionality should enable service providers to create a more efficient process with actions that will be visible against each individual UBRN.

28. Rebooking Comments Visible Making Rebooking Comments Visible before an Appointment is made. • Currently, when rebooking an appointment that was previously cancelled (Cancel Appointment, Rebook Later) or rebooking an appointment where the original appointment still stands (Retain Appointment, Rebook Later), users cannot see the reason for the cancellation. • As part of the rebooking process, the Reason for Rebooking will now be made visible before an appointment is made to ensure that relevant rebooking information is visible. • CAB will display the Reason for Rebooking in the ‘Appointments for Booking’ worklist after either a ‘Cancel Appointment, Rebook Later’ or ‘Retain Appointment, Rebook Later’ action has been selected as part of the ‘Change Appointment Date/Time’ process.

29. Rebooking Comments Visible

30. Service Search Screen Updated Service Search Changes • The Service Search Criteria, used when referring on or redirecting a referral, has been simplified to provide a more intuitive and logical flow. • The new screen gives improved service search functionality and introduces new capability to refine the search, eg, by indicative wait time, place and location. • Information buttons have been added for user convenience. • Redundant search criteria such as Due by Date; Problem; Problem Status; Requested Procedure have been removed. • In addition, new functionality will show a clinician’s name on the Appointment Search screen where it has been used as a filter.

31. Service Search Screen Updated Common search criteria now located in one area.

32. Service Search Screen Updated ‘Within x miles’ of postcode now supports ‘Within x miles’ of a place. This can be a town or city. For example ‘Within x miles of Bath’

33. Service Search Screen Updated You now have the ability to change the default sort for the display of the services. This can be ‘Distance’ (the default) or ‘Indicative Wait Time’

34. Help Reveals Hovering or clicking this information icon will show a reveal with, brief, information relating to the field or selection box.

35. Help Reveals Reveal displays simple information.

36. Referrer Contact Information In the clinical information screen, the referring organisation and the registered practice are displayed.

37. Referrer Contact Information Information held in the Spine Directory Service will be displayed – now including telephone number.

38. Removal of “Request” Button on Appointment Search Screen Removal of “Request” Button on Appointment Search Screen • In the past, when ‘Referring On’ from a CAS it has been possible to select an appointment slot and inadvertently click the “Request” button, thinking they were “requesting” the appointment selected. • From Release 5.0, where an appointment slot is selected, the “Request” button will become unavailable. • Where an appointment slot was selected in error, and the referrer wishes to create an appointment request, a new, “Deselect Appointment” will be available to remove the appointment slot selection and make the “Request” button available once more. • This functionality will be seen when ‘referring on’ from a clinical assessment service.

39. Removal of “Request” Button on Appointment Search Screen Where an appointment slot is selected... New Deselect Appointment button – Activated by selecting an appointment Request button will be deactivated

40. Visibility of UBRN Service Provider Visibility of UBRN after the Relationship has ended • Where there has previously been a legitimate relationship, the service provider will continue to be able to view the UBRN, for a maximum period of up to 6 months. • Using the Patient Enquiry, limited columns will be populated and the UBRN will be clearly marked with ‘Relationship Ended’. • Only the UBRN history is visible to users – no clinical information. • This affects all UBRNs, allowing service providers to deal with queries regarding rejections, cancellations etc from both patients and referrers, without allowing access to information that is not appropriate.

41. Visibility of UBRN UBRN, NHS Number and Patient name available, along with “Relationship Ended” notification The only option available once the Legitimate Relationship has ended is to view the history of the UBRN.

42. Lifecycle Management Service ‘Transition Date’ • When a service is being closed an End Date is applied to ensure that Referrers cannot see and/or book into the service. • Release 5.0 will include a new ‘Transition Date’. This date can be set by the Service Definer for services that are being end dated. During the period between Transition Date and the End Date:- • Services will be unavailable when creating a referral. • Service Providers can manage UBRNs that are shortlisted to, or already exist within, that service. • Appointments can be booked to the service • The maximum period between the Transition and End Dates is 180 days. • For IBS services that are transitioning, a warning message will show if a user, usually the booking manager at the service, is trying to rebook UBRNs past the End Date.

43. Lifecycle Management The 'Service Transition Date' and 'Service End Effective Date' fields will appear in the Service Details screen. Where no dates have been set, these fields will display a dash '-'

44. Support for Alternative Care Pathways Support for Alternative Care Pathways • The new functionality will allow a service definer for a provider of a Primary or Secondary Care Menu services to restrict access to their service for clinical reasons (i.e. not available for initial referral), or to support Practice Based Commissioning. • Providers will be able to set up pathways to the restricted services. Primary Care menu services will still need to be commissioned. • Alternative pathways may be created so that the provider of a restricted service will be able to specify which services, organisations and individual clinicians may refer directly to, refer-on to and redirect to their restricted service. • Please see the Support for Alternative Care Pathways section of the Service Definer slides for further details. • The Support for Alternative Care Pathways section of the Referrer Users slides gives examples of how referrers can access restricted services and consequently how Service Providers can access those services when referring-on or redirecting.

45. Support for Alternative Care Pathways New Restricted Services Enquiry The Restricted Services Enquiry will show which services are restricted and the reason why. The Restriction Date/Time column shows the last time the service was restricted (which is updated each time this action is carried out) and the Restricted Count column shows how many times this has been done. There are also columns showing numbers of authorised services, organisations and referrers associated to each restricted service within the organisation.

46. Minor Changes Additional Minor Changes • Enquiry Total • A ‘Results Returned – X’ will now show in the enquiry results screen indication the number of items return in the enquiry. • NHS Choices • Text for the hyperlink ‘NHS.uk’ will change to ‘NHS Choices’ in the ‘Patient Information’ column. • Revision to Supported File Attachments • Choose and Book will now be able to support Microsoft Word attachments in later MS Office formats – “.docx”.