Appointment Booking for Indirectly Bookable Services (IBS)

1. Appointment Booking for Indirectly Bookable Services (IBS) For : Service Provider Clinician and Service Provider Clinician Admin Roles

2. Introduction • Please ensure that you have been through the Overview section before proceeding.

3. Learning Objectives After completing this learning package you will: • Know more about indirectly bookable services • Understand how referrals appear on the Referrals for Review worklist • Recognise how to: • Log onto Choose and Book • search for a patient’s referral using the Patient Enquiry • book an appointment • Be able to recap your knowledge

4. Facts about Indirectly Bookable Services • Referrers/patients/TAL cannot book appointments on-line for indirectly bookable services • Indirectly bookable services are not linked to a Patient Administration System (PAS) • Appointments must be booked and updated in Choose and Book and the PAS separately by the service provider • The Appointment Request will provide a patient with printed contact details for their chosen services, along with their password and Unique Booking Reference Number (UBRN) • Once an appointment has been made with an indirectly bookable service, the clinical information cannot be updated by the referrer

5. Background Information - IBS When a patient visits their referrer, a referral is created and the patient wants to book their appointment :

6. Incoming Referrals These actions will: Referral

7. How to.... Log onto Choose and Book View the Referrals for Review worklist Find a patient’s referral Book an appointment Rebook an appointment View the booking on the Referrals for Review worklist Recap of learning

8. 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 Worklists tab.

9. How to...view the Referrals for Review worklist For a referral to be seen on this worklist two things must have happened: 1. An appointment has been booked 2. Clinical information has been attached Therefore, the UBRN on this Referrals for Review worklist has both of these factors In this learning package we are going to show how a referral gets onto this worklist When you log onto Choose and Book the default setting is for the Worklist tab to open, at the Referrals for Review Worklist Using the Referrals for Review worklist enables a clinician to review and manage referrals on-line.

10. How to...find a patient’s referral (1 of 4) Click here to see the Enquiry Types available From the Worklists to the Enquiries tab, to access the appropriate enquiry.

11. How to...find a patient’s referral (2 of 4) The Patient Enquiry will allow you to search for a referral when the patient contacts your service to book an appointment. For details of all the other enquiries available on Choose and Book, please see the link at the end of this learning tool.

12. How to...find a patient’s referral (3 of 4) Click the Search button Choose and Book allows you to search for a patient’s referral by either using their NHS number or UBRN. Patient demographics are not valid search criteria, therefore if the patient does not have either of the two above, they should contact their referring practice who will have this detail. When a patient contacts you to book their appointment, they should have their Appointment Request, which contains their NHS number, UBRN, patient password, service contact details, etc.

13. How to...find a patient’s referral (4 of 4) The patient’s referral is shown and you can see that they do not have an appointment yet because the “Appt Date Time” column is blank. In the first instance you should find and book an appropriate appointment in the PAS whilst the patient is on the telephone.

14. How to....book an appointment (1 of 4) By opening the UBRN hyperlink you can reveal and check the patient’s password, which the patient will find on their Appointment Request.

15. How to....book an appointment (2 of 4) Click the Book Appointment button When a patient rings to book an appointment with your service for the first time, the actions available will show the Book Appointment option.

16. How to....book an appointment (3 of 4) In the top part of this screen you can see the referral details, such as UBRN, referrer, service details, priority, etc. Click the Submit button In this lower section, you need to complete the appointment details. It is important to do this, to ensure that Choose and Book is up to date and allowing the referrer to see this information. Once you have completed the appointment date and time, you can select the Submit button.

17. How to....book an appointment (3 of 4) The Clinical Information heading tells you that the patient’s referrer has attached relevant Clinical Information, eg a referral letter. The Appointment Summary screen confirms the appointment details. Click the Close button to complete the action

18. How to....rebook an appointment Returning to the Patient Enquiry screen, you can see that the patient’s referral status is Booked and the date and time of their appointment are detailed. If the patient does ring back to rearrange their appointment, you can use their details as before to find their referral, alter their appointment in PAS and update Choose and Book, using the Rebook Appointment option.

19. How to....view the booking on the Referrals for Review worklist The referral is on the worklist because an appointment has been booked AND clinical information has been attached. If, after booking an appointment, the referral does not appear here, your service will need to manage this by using the Missing Referral Letter Enquiry*. Moving back to the Worklist tab, you can see that the referral has now appeared on the Referrals for Review worklist, ready to be reviewed by a clinician. *Information on the Missing Referral Letter Enquiry can be found in the Frequently Used Enquiries section.

20. Recap of learning • Patients must ring a service to make their appointment for indirectly bookable services • Services can search for patients using either their NHS number or UBRN • Services should use the Patient Enquiry to find a referral when the patient rings in to make an appointment • Choose and Book AND PAS must be updated each time an appointment is booked or rebooked • Referrals will only appear on the Referrals for Review worklist once an appointment has been made AND clinical information has been attached • Referrers will not see any difference when searching for directly or indirectly bookable services • The yellow Actions box, accessed by the Patient Enquiry, will let you book and rebook appointments