Bookings Procedure. MICAS Appointments. 1. Open the MICAS Triage Sheet. This is found in the CMT Folder

Transcription

1 Bookings Procedure MICAS Appointments The MICAS Excel Sheet 1. Open the MICAS Triage Sheet. This is found in the CMT Folder CMT > MICAS > 1 MICAS Triage Outcomes When MICAS referrals are received by Battersea Healthcare from GP Practices they are sent off to be triaged by a MICAS Clinician who looks at the referral and distinguishes what the problem is and are able to decide where the patients can be seen; whether in the community or referred on to the Hospital. 2. Click on the Master Tab along the bottom of the sheet. This will show you a list of all our Triaged Patients. The patients names will be highlighted in Grey, Red or Orange. Colours which differ from these will usually be of high importance and will have a comment in the Outcome columns stating why. All comments made should have an initial beside them so that all staff are able to see who an action was made by. Colour and Meaning Status Comment in Outcome columns Grey - Completed The patient s initial appointment has been booked in on EMIS. 1.Booked/bkd 2. Date the booking was made 3. Initials of the appointment location 4. Date of appointment Red 1 st Attempt to contact patient has been made Orange 2 nd attempt has been made to contact patient White No Action Yet This patient has been called and we have not been able to speak to them so we have left a message. A second call was made to the patient and we were unable to book an appointment. Therefore we have now sent a letter to the patient s home to ask them to get in contact with us. This patient has not yet been contacted Example: bkd 3/11 SJTC 10/12 AB 1. Left Message 2. Date the call was made Example: Left msg 3/11 AB 1. Left message 2. Letter sent 3. Date the call was made Example: Left msg letter sent 3/11 AB The outcome column will be blank. Booking an Initial appointment Looking at a single patient s row you will find all the necessary details to book them an appointment.

2 1. Copy and Paste the Patients name into EMIS. Once you have found them check that the NHS number on EMIS and the MICAS sheet are the same so you are booking in the correct patient. 2. Check the Where to Column to see where this patient can be booked in. If it says MICAS this means the patient can be seen within the community and booked an appointment through EMIS. If it states Referred on this means the patient needs to be seen at the hospital and this appointment will need to be booked through Choose and Book/ e-referrals using the URBN number. Booking Referred On Patients 1. Take the patient UBRN; this will always start with Open choose and book on your desktop 3. Click the drop down arrow, then select NHS Wandsworth MICAS service provider clinician 4. Click on enquires, then on the drop down list select patient enquires 5. Type the patient s URBN (or NHS number if URBN unknown), the search. 6. Under URBN select the URBN that is unfilled. 7. From the drop down list select update/book. 8. Once the patient has agreed on a date and time book them in for the appointment confirm there address then print and always select print with password. 9. Go back to EMIS web and select documents icon at the top 10. Select add at the top left hand then select MICAS referred on appt booked, then print and save and close to patient file. Booking Patients within the community 1. Look at the To See column. Any Clinician - This patient can be booked anywhere they choose with any clinician SEM Consultant This patient can only be seen by a Sports and Exercise Medicine consultant. (These are usually our Doctors) ESP Physio - This patient can only be seen by an Extended Scope Practitioner. 2. Check the Double? column. If the column has a Yes or Double this means that the patient will need two 30minute slots on EMIS. These two slots should be consecutive. Calling the Patient to book appointment 1. Once you know where the patient needs to be booked in you will call them on the telephone using the contact details provided on EMIS. 2. The conversation should cover the following: Good morning/ Afternoon I m calling from Battersea Healthcare. Am I speaking with? Hello, we have received a MICAS Referral from your GP regarding your ( area of concern stated in the Condition column. E.g. Neck or Back ) and I would like to book you in for an Appointment.

3 We have clinics in several locations and on different days/times. Our first available appointment is (give details and other options suited to the patient s requests). Before ending the call confirm the details (Time, Date and Location) of the appointment and inform the patient that a letter will be sent out in the post containing all these details and also directions. You can also ask if the patient would like to take a note of this while still on the phone. Confirmation can also be sent to patients by , please ask for this if it is not on EMIS or confirm the shown on EMIS. If you have any questions or are unable to make your appointment for whatever reason please give us a call. Thank you. Booking an Appointment on EMIS 1. When booking in the patient first you must first confirm their address by clicking on Active at the top left next to their name; this will also show other information such as contact number(s), etc. 2. If this is correct then double click the chosen slot to book patient a. Select the drop menu where it says letter/slip (optional) then select whether MICAS appointment Initial 1 then click book and print. b. The print tab will open. c. Select the drop arrow template then select MICAS initial 1. d. Click Save in patient record box e. Then print. f. Sometime for derm appointment you have to the drop down arrow description the select initial patient call. Then print. If the address or other contact information is incorrect then click on edit patient details and input correct information. Sending Post Once you have printed off the appointment letter through EMIS. Attach a map for the appointment location and also include a MICAS Patient Information Guide. Staple these all together and put in an envelope. This should then be franked before the end of the day using the Franking machine. Booking a Translator A translator may be booked for a patient under the following circumstances: If you are speaking with a patient on the phone and they are not able to communicate in English clearly If it states in the patients original referral from the GP that they need a translator If the patient, family member or main contact asks for a translator to be present at the appointment. 1. You will need to open up a Blank translator form. This can be found;

4 CMT > Staff Training > Translator Request Form. 2. Fill out all sections of the form and to Amy Lovejoy She will then then send you a confirmation for the booking. 3. In a second Amy will confirm the name of the translator who has been booked. This name should be Copied and Pasted into a comment under the Patients appointment slot on EMIS to make the clinician aware. Booking Transport Transport may be booked under the following circumstances: Offered at managers discretion If the Patient s original referral states that they need transprt due to mobility issues. If the patient asks over the phone for transport to be booked as they have mobility issues. If the patient is elderly and will have difficulty making their way to an appointment. Transport is booked using Greyhound Taxis. Their contact number is You will need to have the Patients contact details to hand. You should book a Patients Taxi to pick them up at least 45mins to an hour before the patient s appointment time. This allows enough time for difficulties with pick up or problems affecting the traffic. The Dermatology Excel Sheet Dermatology Appointments 1. Open the Dermatology Triage Sheet. This is found in the CMT Folder CMT > Dermatology > 1 Derm Triage Outcomes When Dermatology referrals are received by Battersea Healthcare from GP Practices they are sent off to be triaged by our Dermatologist who looks at the referral and distinguishes what the problem is and decides where the patients can be seen; whether in the community or referred on to the Hospital. 2. Click on the Master Tab along the bottom of the sheet. This will show you a list of all our Triaged Patients. The patients names will be highlighted in Grey, Red or Orange. Colours which differ from these will usually be of high importance and will have a comment in the Outcome columns stating why. All comments made should have an initial beside them so that all staff are able to see who an action was made by. Colour and Meaning Status Comment in Outcome columns Grey - Completed The patient s initial appointment has been booked in on EMIS. 1.Booked/bkd 2. Date the booking was made 3. Initials of the appointment

5 Red 1 st Attempt to contact patient has been made Orange 2 nd attempt has been made to contact patient White No Action Yet This patient has been called and we have not been able to speak to them so we have left a message. A second call was made to the patient and we were unable to book an appointment. Therefore we have now sent a letter to the patient s home to ask them to get in contact with us. This patient has not yet been contacted location 4. Date of appointment Example: bkd 3/11 SGP 10/12 AB 1. Left Message 2. Date the call was made Example: Left msg 3/11 AB 1. Left message 2. Letter sent 3. Date the call was made Example: Left msg letter sent 3/11 AB The outcome column will be blank. Booking an Initial appointment Looking at a single patient s row you will find all the necessary details to book them an appointment. 3. Copy and Paste the Patients name into EMIS. Once you have found them check that the NHS number on EMIS and the dermatology sheet are the same so you are booking in the correct patient. 4. Check the Where to Column to see where this patient can be booked in. If it says Emisweb this means the patient can be seen within the community and booked an appointment through EMIS. If it states Referred-on this means the patient needs to be seen at the hospital and this appointment will need to be booked through Choose and Book/ e-referrals using the URBN number. Booking Referred On Patients 1. Take the patient UBRN; this will always start with Open choose and book on your desktop 3. Click the drop down arrow, and then select NHS Wandsworth Dermatology service provider clinician 4. Click on enquires, then on the drop down list select patient enquires 5. Type the patient s URBN (or NHS number if URBN unknown), the search. 6. Under URBN select the URBN that is unfilled. 7. From the drop down list select update/book.

6 8. Once the patient has agreed on a date and time book them in for the appointment confirm there address then print and always select print with password. 9. Go back to EMIS web and select documents icon at the top 10. Select add at the top left hand then select Refer on appt booked, then print and save and close to patient file. Calling the Patient to book appointment 1. Once you know where the patient can be booked in you will call them on the telephone using the contact details provided on EMIS. 2. The conversation should cover the following: Good morning/ Afternoon I m calling from Battersea Healthcare. Am I speaking with? Hello, we have received a Dermatology Referral from your GP regarding your ( area of concern stated in the Condition column. E.g. Pigmented Lesion, Acne ) and I would like to book you in for an Appointment. We have clinics in several locations and on different days/times. Our first available appointment is (give details and other options suited to the patient s requests). Before ending the call confirm the details (Time, Date and Location) of the appointment and inform the patient that a letter will be sent out in the post containing all these details and also directions. You can also ask if the patient would like to take a note of this while still on the phone. Confirmation can also be sent to patients by , please ask for this if it is not on EMIS or confirm the address shown on EMIS. If you have any questions or are unable to make your appointment for whatever reason please give us a call. Thank you. Booking an Appointment on EMIS 3. When booking in the patient first you must first confirm their address by clicking on Active at the top left next to their name; this will also show other information such as contact number(s), etc. 4. If this is correct then double click the chosen slot to book patient g. Select the drop menu where it says letter/slip (optional) then select whether Derm appointment Initial 1 then click book and print. h. The print tab will open. i. Select the drop arrow template then select Derm initial 1. j. Click Save in patient record box k. Then print. l. Sometime for derm appointment you have to the drop down arrow description the select initial patient call. Then print.

7 If the address or other contact information is incorrect then click on edit patient details and input correct information. Sending Post Once you have printed off the appointment letter through EMIS. Attach a map for the appointment location and also include a Dermatology Patient Information Guide. Staple these all together and put in an envelope. This should then be franked before the end of the day using the Franking machine. Booking a Translator A translator may be booked for a patient under the following circumstances: If you are speaking with a patient on the phone and they are not able to communicate in English clearly If it states in the patients original referral from the GP that they need a translator If the patient, family member or main contact asks for a translator to be present at the appointment. 1. You will need to open up a Blank translator form. This can be found; CMT > Staff Training > Translator Request Form. 2. Fill out all sections of the form and to Amy Lovejoy (Amy.lovejoy@nhs.net) She will then then send you a confirmation for the booking. 3. In a second Amy will confirm the name of the translator who has been booked. This name should be Copied and Pasted into a comment under the Patients appointment slot on EMIS to make the clinician aware. Booking Transport Transport may be booked under the following circumstances: Offered at managers discretion If the Patient s original referral states that they need transprt due to mobility issues. If the patient asks over the phone for transport to be booked as they have mobility issues. If the patient is elderly and will have difficulty making their way to an appointment. Transport is booked using Greyhound Taxis. Their contact number is You will need to have the Patients contact details to hand. You should book a Patients Taxi to pick them up at least 45mins to an hour before the patient s appointment time. This allows enough time for difficulties with pick up or problems affecting the traffic. Version 1.0 Author Monique Kelsey Date 8/12/2016 Review date +1 year