Transcript Referral Support Service Training

Referral Support ServiceUpdate and Training
By
Natalie Fuller and Amy Mitchell
Agenda
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Overview/aims of the Referral Support Service
Referrals excluded from this Process
Process (Flow Chart)
Worklists
Returned referrals by the Referral Support Service
(Referrer Action Required)
Rejected referral by a Service Provider- Acute or
Primary Care Service (Rejected Referrals)
Template
Related Referrals
Support- Start date
Overview of the Referral
Support Service
The previous consultant-led Clinical Selection Service (CSS/ Godiva) which
was previously based at Coventry and Warwick Hospital has changed to a
GP-led Referral Support Service (RSS). The Referral Support Service is
based at Christchurch House and started operating officially on 1st April
2011.
The aims of the revised service are to help:
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Support GP feedback and education
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Ensure patients are referred to the most appropriate clinic or service first
time
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Ensure patients are worked-up using the most appropriate tests and
investigations
Continued...
The aims of the revised service are to help
continued…
• Ensure the quality and completeness of the referral information
• Ensure a consistent and fair approach to Choice
• Support GP consortium involvement in developing clinical guidance,
referral criteria etc
• Support GP consortium involvement in service redesign
• Support GP consortium in taking responsibility for commissioning
services and the use of resources
Similar Service
Clinical Selection Service
Amy Mitchell
Similar
service
The Referral Support Service is very similar to the previous service
offered by the Clinical Selection Service (Overview) in which 39 GP
Practices were involved, however within the Referral Support
Service we will be;
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Supporting All Coventry GP Practices
Using local GP’s to triage referrals for all Acute and Primary Care
services, instead of just Gynaecology and iMSK/ Orthopaedic referrals
Receiving referrals via Choose and Book into a Clinical Assessment
Service where all referrals will be reviewed by another local GP before
the patient is referred for treatment, providing an audit trail
Feeding back to the referring GP’s via Choose and Book (Worklist) and
reports, on how their patients could be treated without the need for a
referral or if further tests are required before the patient is referred/
seen
Referrals Excluded from the
Referral Support Service
2WW Referrals
Coventry Drugs Team
Diabetic Retinal Screening
Mental health
Dietetics
CAMHS
Occupational health/equipment
Learning Difficulties
Wound clinic
Coventry City Councils Services
Jaundice Clinic
Social Services
Palliative care
TIA Acute
Coventry Alcohol Service (Swanswell)
Rapid Access Clinics
Obstetrics/Antenatal
Gulson Road Services (Paediatrics)
BPAS
Community Physiotherapy
Back Pain Access
Community Podiatry
Referral Support Service
Process
GP Consultation –
GP advises the
patient and provides
patient with RSS
leaflet explaining
process
Process- Flow Chart for the Referral
Support Service
Practice add referral on
Choose and Book then book
fictitious appointment in
relevant Referral Support
Assessment Service
RSS admin team log referral
RSS GP
reviews referral and assesses
against local services, pathways,
criteria and relevant national
guidance.
Referral returned via CaB to
referring GP practice because:
• Advice is supplied
• Additional tests or investigations are
required
•The patient does not meet relevant
referral/treatment threshold
GP practice to contact patient
Referral sent to
Primary/Community Care
provider.
RSS team contact patient
by letter (within 7 working
days) with details of how to
book an appointment
Referral sent to
Secondary Care
provider.
RSS team contact patient
by letter (within 7 working
days) with details of how
to book an appointment
Choose and Book Process
for GP Practices
Process
1.
Select the ‘Referring Clinician/ Organisation’ from the combo box.
Process Continued…
2.
Select Request Type ‘Appointment’ from the Request Type combo box.
3.
Select the ‘Priority’ from the combo box (Routine or Urgent).
4.
Use the service search options to search for Specialty and Clinic Type
Process continued…
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Click on search ‘Primary Care’, which will return only Community
services. Select ‘Referral Support Service- SpecialtyCoventryPCT-5MD’ by clicking the radio button in front of that
service and then selecting ‘Appointment Search’ at the bottom,
right hand side of the screen.
Process continued…
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Select one of the available appointments (Bottom half of the screen)
by clicking the radio button. Then select ‘Book’ in the bottom right
hand side.
Process continued…
Click ‘Submit’ from the next page that is displayed.
A message will appear informing you that Choose and Book is
ensuring that the appointment is still available.
Please Note:
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If you receive a message which explains this appointment is no
longer available, you will need to select another appointment
time/date as someone may have selected your first appointment
before you.
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8.
Process continued…
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Once the appointment is booked it will then take you to the
‘Appointment details screen’.
The referral letter and any attachments need to be added in the
same way as all previous Choose and Book referrals, so you will
need to ‘log out’ at this stage and ensure all of the relevant
information is attached.
Choose and Book
Worklists
Worklists
There are three reasons why you will receive feedback back, from the
Referral Support Service within your worklist;
• If the patient could be managed more effectively or further tests are
required before a referral is made for a patient, the referral will be
returned to the referring GP Practice via Choose and Book with
advice
• The admin staff within the Referral Support Service will feedback if
the referral has been sent via paper (only if the service is
unavailable through CaB)
• Referrals that fit the 2WW criteria (Practices will be contacted via the
telephone and advised)
– All returned referrals can be found within your Worklist (Referrer
Action Required)
Referrals returned by the Referral
Support Service
Click on the UBRN, where you will be able to access the clinical information
supplied by the Triaging GP.
Referrals returned by the Referral
Support Service
Feedback will be provided back to the referring GP outside of CaB (Monthly
and on individual cases).
Rejected referrals by a Service ProviderAcute and Primary Care service
Your ‘Rejected Referrals’ worklist will still needs to maintained on a
daily basis, to ensure any previous referrals are actioned.
Please note:
There is a possibility that a referral that has been processed by the
RSS Team may be rejected by a ‘Service Provider’ (hospital or
Community Provider).
All Rejected Referrals will be maintained by RSS staff as these will
come back into our Worklist, however you will be notified to ensure
Practices are aware and are kept up to date.
Related Referrals
Template
We have worked with our local GP’s to create one template to cover all
Specialties, which will be implemented within your GP system to be used
when referring our patients. The template will automatically populate;
– Patient name
– Patient Consent- Information Governance reasons
– Address
– Date of birth
– Telephone number
– Mobile number
This Template will be
– NHS number
developed over time for
– Referring GP details
each Specialty
– Medication
– Medical History
– Last Consultation
Reason for Referral needs to be completed with clear/ detailed information
otherwise your referrals maybe returned to the Practice requiring more
information.
Important- items to remember!
All UBRN’s need to have a fictitious appointment booked (NOT A REAL
APPOINTMENT), into the appropriate ‘‘Referral Support Service’’ via Choose
and book
Please note:
If a fictitious appointment is not booked we will not know that the UBRN has been
raised by the Practice and it will sit on your list as unbooked and the patient
will receive a reminder letter asking them to book their appointment
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Please raise your UBRN once the referral letter is completed to allow you to
attach it straight away
3.
DO NOT give any paper work to the patient, as the details to book an
appointment with a clinician will be sent to them by the Referral Support
Service (Aim for Urgent 2 working days, Routine 80% in 3 working days and
20% in 5 working days), if treatment is required
4.
All referrals will need to be sent via Choose and Book. You will no-longer
need to send referrals via fax or nhs.net email (using CSS or Choose and
Book addresses).
Date/ Phase
The Referral Support service will be introduced in several
phases.
Previous;
• Monday 28th March• Monday 18th April• Monday 9th May• Monday 23rd May-
Phase 1 started to use the RSS
Phase 2 started to use the RSS
Phase 3 started to use the RSS
Phase 4 started to use the RSS
Additional Practices;
• Friday 5th August- Phase 5.1 to commence sending their
referrals into RSS
• Friday 12th August- Phase 5.2 to commence sending their
referrals into RSS
Support
Throughout these changes in the referral
processes, support is available to ALL GP
Practices via the Choose and Book Team.
0300 020 0012
[email protected]
(Consortia IT Leads)