patient administration system

Outpatients Combined Functions - V.N1.3

Patient Administration System

Outpatients Combined Functions

<OP2 / OP3>

Version 1.3

April 2015

IT Training Ground Floor, Rodney Road Centre,

Portsmouth. PO4 8SY Tel: 02392 432 333 Option 3

Email: [email protected] Website: http://www.porthosp.nhs.uk/it-training

IT TRAINING has made every effort to ensure that the material in this manual was correct at the time of publication but cannot be held responsible for any errors or inaccuracies. IT TRAINING reserves the right to change or replace information contained in the manual without notice. For the most up to date version please refer to the IT Training website. All references made to patient records are fictitious for the purpose of training only.

mailto:[email protected]

http://www.porthosp.nhs.uk/it-training

Outpatients Combined Functions - V.N1.3

Contents

1 GENERAL COURSE INFORMATION ............................................................ 1

2 INFORMATION GOVERNANCE ................................................................... 2

2.1 What can you do to make Information Governance a success?................ 2

3 CONFIRMATION OF DETAILS PROCEDURES ............................................... 4

4 GENERAL TIPS WHEN USING PAS OUTPATIENTS FUNCTION SET .................. 5

5 REFER AND BOOK APPOINTMENT <RBA> .................................................. 6

5.1 Patient Selection Details Screen .......................................................... 6

5.2 Basic Details Screen .......................................................................... 6

5.3 Select Episode Screen ....................................................................... 7

5.4 Command and Casenote Details Screen ............................................... 7

5.5 Casenote Superhelp Screen ................................................................ 7

5.6 Registration Details Screen ................................................................ 8

5.7 Registration Details Screen (referred by) ............................................. 8

5.8 Outpatient Referral Details Screen ...................................................... 8

5.9 18 Week Pathway RTT Details Screen .................................................. 9

5.10 Valid Options .................................................................................. 9

6 TAKE ON APPOINTMENT <TOA> .............................................................. 10

6.1 Identify Department/Service Group Screen ......................................... 10

6.2 Outpatients Identify Session Screen ................................................... 10

6.3 Outpatients Select Timeslot Screen .................................................... 11

6.4 Appointment Take On Screen ............................................................ 11

7 TELEPHONE BOOK APPOINTMENT <TBA> ................................................. 13

8 FAULT REPORTING ................................................................................ 14

8.1 IT Service Desk ............................................................................... 14

8.2 Out of office hours ........................................................................... 14

8.3 IT Training ...................................................................................... 14

9 HELP WITH USING PAS .......................................................................... 14

10 IT TRAINING CANDIDATE APPEALS PROCEDURE.. ..................................... 16

11 MANUAL VERSION CONTROL/LOG ........................................................... 17

Outpatients Combined Functions - V.N1.3 1

Patient Administration System (P.A.S) Course

1 GENERAL COURSE INFORMATION

COURSE TITLE OP COMBINED FUNCTIONS MODULE NUMBER M6 METHOD OF TRAINING Classroom

LENGTH OF COURSE 10 minutes PRE-REQUISITES M3 – Referrals and Outpatient Waiting Lists and

M5 – Managing Outpatient Appointments

ABOUT THE COURSE

Attending this course will enable the student with a practical understanding of the uses and processes within the combined functions Refer and Book Appointment (RBA), Take on

Appointments (TOA) and Telephone Book Appointment (TBA).

SUITABLE FOR

Administration, Clerical and Clinical staff working in an outpatient area where clinics are consultant led; who need to record referrals, manage outpatient waiting lists, and book and manage outpatient appointments.

Objectives

This course will enable the student to:

1. Identify the appropriate function to use for specific processes

2. Use the function RBA to manage referrals, waiting list activity and appointments

3. Use the function TOA to record a past appointment activity and to take on appointments for new

clinics

4. Use the function TBA to offer appointment slots prior to selecting the patient and referral/adding

the referral

5. Demonstrate best practice in Information Governance with regard to outpatient activity and

patient data


2 INFORMATION GOVERNANCE

Information Governance (IG) sits alongside the other governance initiatives of clinical, research and

corporate governance. Information Governance is to do with the way the NHS handles

information about patients/clients and employees, in particular, personal and sensitive

information. It provides a framework to bring together all of the requirements, standards and best

practice that apply to the handling of personal information.

Information Governance includes the following standards and requirements:

Information Quality Assurance

NHS Codes of Conduct:

o Confidentiality

o Records Management

o Information Security

The Data Protection Act (1998)

The Freedom of Information Act (2000)

Caldicott Report (1997)

2.1 What can you do to make Information Governance a success?

2.1.1 Keep personal information secure

Ensure confidential information is not unlawfully or inappropriately accessed. Comply with the Trust

IT Security Policy, Confidentiality Code of Conduct and other IG policies. There are basic best

practices, such as:

Do not share your password with others

Ensure you "log out" once you have finished using the computer

Do not leave manual records unattended

Lock rooms and cupboards where personal information is stored

Ensure information is exchanged in a secure way (e.g. encrypted e-mails, secure postal or

fax methods)

2.1.2 Keep personal information confidential

Only disclose personal information to those who legitimately need to know to carry out their role. Do

not discuss personal information about your patients/clients/staff in corridors, lifts or the canteen or

other public or non-private areas.

2.1.3 Ensure that the information you use is obtained fairly

Inform patients/clients of the reason their information is being collected. Organisational compliance

with the Data Protection Act depends on employees acting in accordance with the law. The Act

states information is obtained lawfully and fairly if individuals are informed of the reason their

information is required, what will generally be done with that information and who the information is

likely to be shared with.

2.1.4 Make sure the information you use is accurate

Check personal information with the patient. Information quality is an important part of IG. There is

little point putting procedures in place to protect personal information if the information is

inaccurate.

Further information can be accessed through the Trust Intranet: Information Governance (Departments sections), and Management Policies (Policies section)


2.1.5 Only use information for the purpose for which it was given

Use the information in an ethical way. Personal information which was given for one purpose e.g.

hospital treatment, should not be used for a totally separate purpose e.g. research, unless the

patient consents to the new purpose.

2.1.6 Share personal information appropriately and lawfully

Obtain patient consent before sharing their information with others e.g. referral to another agency

such as, social services.

2.1.7 Comply with the law

The Trust has policies and procedures in place which comply with the law and do not breach

patient/client rights. If you comply with these policies and procedures you are unlikely to break the

law.

For further Information Governance training refer to:

http://www.igte-learning.connectingforhealth.nhs.uk/igte/index.cfm Written by PHT Information Governance Manager, Sept 2010

http://www.igte-learning.connectingforhealth.nhs.uk/igte/index.cfm


3 CONFIRMATION OF DETAILS PROCEDURES

To ensure that the Patient Administration System (PAS) contains up to date particulars of all

patients being treated, staff must verify with patients their personal details. This should be

undertaken when the patient is arriving at the hospital on admission or when attending for an

outpatient clinic or other types of appointment.

The types of details we must verify are those within the Patient Master Index (PMI) function within

PAS and covers the following items:

Patient Forename, Surname and Title

Date of Birth

NHS Number (If not one shown on screen)

Address and Postcode

Telephone Number – Home and Work numbers

Name and Practice Address of GP

Religion

Marital Status

Next of Kin

Ethnic Group

Military No (If applicable)

By checking the above details with the patient, we are ensuring the following:

* PAS contains the latest details for all our patients.

* Mistakes or “old” details can be amended.

* Information relating to the patient’s well-being, such as Religion and Ethnic Group, can be

used in patient care.

* Emergency contact details for relatives are up to date.

In some circumstances it will be difficult to verify the details highlighted above as the patient may

not be coherent at time of arrival (eg emergency admission, A&E, etc). However, it is important

that at the earliest opportunity, the details are verified and amended accordingly.

Important – If details are amended*, please remember to print a new set of labels,

remove and destroy any incorrect labels from casenotes. We must not retain any labels

that do not contain current details.

Many thanks for your cooperation.

Prepared by: IT Information Manager

Issued: January 2003

Reviewed: July 2011

Version No: V1.2

* To amend patient details you will need to have access to PMI at level 1. Please book the

course PMI Add and Revise. In the meantime make sure you ask a colleague with access

to amend the patient record.


4 GENERAL TIPS WHEN USING PAS OUTPATIENTS FUNCTION SET

Descriptive Help - F8

Use the F8 key to display an on screen instruction relevant to the position you are at on the screen.

Superhelp - F9

Use the F9 key to display lists of valid options or search boxes.

Appointment Enquiry – APE

Always check the activity you have recorded in APE.

Episode Enquiry – EPI

Always check the activity you have recorded in EPI.

Advantages and Disadvantages of APE and EPI


5 REFER AND BOOK APPOINTMENT <RBA>

Refer and Book Appointment is a combination of the functions:

Outpatient Referral – ORE

Follow up Book Appointment – FBA

Waiting List Add/Revise/Del/List – OWL

Waiting List Book Appointments - BWL.

These functions are covered in detail in the manuals “Outpatients Referrals and Waiting Lists” and

“Managing Appointments”.

The Refer and Book Appointment function is extremely versatile and can be used in many situations;

for example – when the referral has been graded by the Consultant before it has been entered onto

PAS.

NOTE: It is best practice to enter referrals onto PAS as soon as they arrive in the department and

not be sent to the Consultant beforehand. Delay in entering the referral onto PAS causes uncertainty

when answering queries from patient/GP/Consultant as to whether the referral has been received by

the hospital as it will not appear in Episode Enquiry – EPI until it has been recorded.

5.1 Patient Selection Details Screen

Search for your patient in the normal

manner.

5.2 Basic Details Screen

Confirm the patient’s details and revise if

required.

Patient Selection Details screen Showing recommended search details

Basic Details screen


5.3 Select Episode Screen

Select existing OP REG if available, or press

Enter to create a new one.

5.4 Command and Casenote

Details Screen

5.4.1 Recording a Referral

Enter Casenote number or press F9

(Superhelp) to select.

Command and Case Note Details screen

before selecting Casenote number

5.4.2 Viewing or Revising a Referral

At Command select List or Revise as

required. Continue to 5.6.

Command and Case Note Details screen

having selected an existing OP REG

5.5 Case note Super help Screen

Select appropriate Case note number.

Case note Super help screen

Select Episode screen


5.6 Registration Details Screen

View or revise registration details.

Registration Details screen

5.7 Registration Details Screen (referred by)

View, revise or record referred by details.

Registration Details (referred by) screen after data input

5.8 Outpatient Referral Details Screen

View, revise or record referral details.

Referral Details screen after data input


5.9 18 Week Pathway RTT Details Screen

View, revise or record 18 Week Referral to Treatment Pathway.

18 Week Pathway RTT Details screen after data input

5.10 Valid Options

At this point you are offered a selection of Valid Options. This selection will vary depending on

the activity recorded against the Episode:

No Further Action – returns you to the Patient Selection Details screen. Go to 1, page 6.

Book Appointment (FBA) - to book an appointment not from the Waiting List. See

Managing Appointments manual.

Add to Waiting List (OWL) - to add the patient onto the Waiting List. See Referrals and

Waiting Lists manual.

Book from Waiting List (BWL) - to book an appointment if the patient is on the Waiting

List. See Managing Appointments manual.

Update Waiting List (OWL) - to Delete, Remove, Revise or Reinstate the patient from/to

the Waiting List. See Referrals and Waiting Lists manual.


6 TAKE ON APPOINTMENT <TOA>

This function is used for Walk Ins and Retrospective or Future Clinic Take Ons.

Take on Appointment will allow the booking of a patient onto a clinic for the present, past or future.

It is the ONLY way to record an appointment for a patient who has attended a clinic prior to you

recording the appointment.

6.1 Identify Department/Service Group Screen

If you also process Inpatient Clinic data the Identify Department/Service Group screen will display.

Select Outpatient Department.

Identify Department/Service Group Screen

6.2 Outpatients Identify Session Screen

1. Clinic: Enter the Clinic code for which

you wish to make

appointments.

2. Date: Enter the date of the clinic.

Outpatients Identify Screen with Clinic and Date completed

3. Doctor: If requested enter the Doctor code or press Enter to by pass.

4. Session Start: If requested enter the Session Start time, press F9 (Superhelp) if unknown, or

press Enter to by pass.

5. Session Stop: If requested enter the Session Stop time, press F9 (Superhelp) if unknown, or

press Enter to by pass.


6.3 Outpatients Select Timeslot Screen

The Outpatients Select Timeslot Screen will display all time slots within the parameters given on the

previous screen. Any slot already booked to a patient will display the Patient Name, Appointment

Type and Comment.

1. Select the appropriate time nearest to when

the patient was seen or will be seen. You

are able to over book a slot in this function.

2. Then follow the steps 1 – 9 as described for

Refer and Book Appointment – RBA, Page 6.

Outpatient Select Timeslot

NOTES:

At the Select Episode screen look carefully through the list to see if an OP REG for this present

appointment is available. For instance, if a Walk In patient has come on the wrong day or cannot

wait until their booked appointment, and are seen, there will be an existing episode to select. Or if

you record appointment activity retrospectively and the patient has already been seen by your

consultant.

An emergency appointment may be for a new patient and so an appropriate episode may not exist.

6.4 Appointment Take On Screen

Record the appointment details.

If the appointment is for a date in

the past you may also record the

Attendance and Disposal information.


Appointment Take On Screen

NOTES:

1. If the OP REG is selected the Appointment Take On screen is displayed immediately. If the

OP REG needs to be recorded the Appointment Take On screen is displayed between the end

of the referral process and the 18 Week Wait RTT Pathway screen.

2. When recording a retrospective appointment for most 18 Week Pathway Patients you may (as

of 13/08/08) complete the Attendance, Disposal and RTT Status prompts on this screen.

However, it will not be possible to use the code EAM – End Active Monitoring in this function.

The functions PPM (option 3 – View/Revise a Pathway) or AAD – Record Attendance and

Disposal can be used to do this.

3. If TOA is used to record a DNA or CND on an 18 Week Pathway patient’s first appointment

the RTT Status field will not default with the DNA code (as it does in the AAD function). The

DNA code will need to be input manually.


7 TELEPHONE BOOK APPOINTMENT <TBA>

This function is generally used to process Ward Follow up Appointments.

In this function the appointment is selected before selecting the patient. Once the patient has been

selected the Select Episode screen is displayed. Look carefully through the list to see if an

Outpatient Episode for this present appointment is available. For instance, if a patient was seen in

Outpatients before being put on an Inpatient Waiting List prior to admission there will be an

appropriate episode for selection.

If an episode is selected the screen will go to the Selected Appointment Details screen. The

appointment type if the patient has previously attended this clinic will be WFU – Ward Follow Up.

If an episode is not selected the subsequent screens will allow the creation of an Outpatient Referral

and then go to the Selected Appointment Details screen. The appointment type will be NWF – New

Ward Follow Up.

If these codes are not on the clinic template do not search the diary with an appointment type. On

the Selected Appointment Details screen enter the correct appointment type. If this is done when

you next view the details in Clinic Booking Summary – CBK you will see a minus figure.


8 FAULT REPORTING

From time to time you may experience problems with faulty equipment, software problems or access

to the Patient Administration System (PAS) ie password non acceptance problems. To resolve your

problem a call with need to be logged with the IT Service Desk.

8.1 IT Service Desk

Email [email protected]

Phone 02392 323 333

You will need to give the Service Desk certain information, so always ensure you have the following

information available. They may need to know:

Your Username.

The KB Number of the equipment. This is found on a small label (usually red or blue) stuck to the

equipment.

The clinical system you were working on.

The patient’s details e.g. case note no.

Exactly what you were attempting to do, e.g. log on, view a patient’s results.

8.2 Out of office hours

Contact the IT Service Desk and leave a message on the answer machine. They will deal with the

problem as soon as they can. Alternatively email them.

If you feel there is a major system problem contact the switchboard for them to contact the

engineer on call.

8.3 IT Training

If you identify an error in this manual or think that it would be useful to include something that has

not been covered, please contact IT Training.


Phone 02392 323 333

9 HELP WITH USING PAS

If you have only just attended the course and feel you may need additional support, help or advice,

you can contact the IT Training Office.




* If you have not used PAS for more than 12 months you will be required to re-attend your training.


Phone 02392 323 333



10 IT TRAINING CANDIDATE APPEALS PROCEDURE..

Candidates who are unhappy with any aspect of the end of course/test assessment

decision should first discuss the problem with the IT Trainer at the time of receiving

the result.

The reasons must be made clear by the candidate at this time.

If the candidate is still unhappy with the result further discussion should take place

involving the IT Training Manager within 3 days of the course/test date.

The IT Training Department will keep a record of such discussion together with date

and outcome.

Where necessary the 1st marker will be asked to re-mark and the marking checked by

the IT Training Manager.

It should be noted that if the candidate was borderline double marking should already

have been undertaken.

If this does not provide satisfaction the candidate may raise a formal appeal.

Appeals will only be accepted if made in writing (not e-mail) to the Head of

Engagement & Delivery within 10 days of the candidate receiving their result,

outlining clearly the circumstance of the appeal.

The 1st & 2nd markers will meet with the Head of Engagement & Delivery to consider if

there are any aspects that should be taken into account in the candidate’s

performance.

In some circumstances the candidate may be offered a re-test (e.g. hardware or

software problems).

If this is not the case and the result remains unchanged and the Training Manager is

unable to resolve the impasse then the candidate may write to the Head of

Engagement & Delivery (within 5 days of receiving the 3rd result) who will consider all

evidence and circumstances of the appeal also taking into consideration

responsibilities to the Trust and Data Protection Act to make a final decision.

IT Training QAH April 2015


11 MANUAL VERSION CONTROL/LOG

Manual Outpatients – Combined Functions

Version N1.3

Date April 2015

Revisions Page

Updated Header and Footer ALL

Updated ICT changed to IT. Email, telephone & web address updated All


Version N1.2

Date August 2011

Revisions Page

Updated Page Numbering. Headers & footers. All

Updated Information Governance 2

Updated Confirmation of Patient Details 4

Updated Fault Reporting 14

Updated Help Using PAS 15

Updated Candidate Appeals Procedure 16


Version N1.2

Date August 2008

Revisions Page

Updated TOA - Changed guidance on completing the Attendance, Disposal and

RTT Status for retrospective Pathway appointments.

12


Version N1.1

Date May 2008

Revisions Page

Updated Formatting and text refinements (unlisted as content and meaning

unchanged)

All

New 18 Week Wait RTT Pathway screen 5-4

New Appointment Take On screen descriptions 6-2

New Note regarding the use of AAD prompts in TOA 6-2


Version N1

Date Jan 2007

Revisions Page

New manual – based on PAS OP2 Outpatients (including OWL) All

patient administration system

Documents