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MODULE 2: Operating the Call & Recall Service and the Invitation & Booking Service
2.1 The Requirement
Operating a call and recall programme for an annual screening event for several thousand patients; offering patient choice of screening locations;
booking convenient appointment times; and supporting the patients attendance are all key requirement to ensure the DRS programme delivers.
2.2 The Issues
Many managers underestimate the size of the administrative and logistical tasks associated with generating invitation, reminder,
appointment confirmation letters, handling those that do not attend and those who do not respond and providing a telephone booking service.
The patient pathway through the invitation and bookings process is complex and there are many exceptions that require robust arrangements
to be established. For example: How are patients who wish to decline handled? What are the consent arrangements? How is patient choice
of screening and treatment handled? How are those patients with mobility and special needs handled? How are patients from nursing and
residential homes served? What about patients in prison?
2.3 The Solution
The CDRIntell application provides tools to schedule patients into the DRS programme and manage the entire process of invitation and appointment
booking including all the exceptions (and more) noted above. Where Module 1 is deployed, an option is available to have
1st Retinal Screen operate the entire Invitation and Booking Service.
- Establishment of a Screening Office for your Programme - to undertake the call and recall of patients for DRS.
- Issue of Invitations to Patients - whilst keeping General Practice in control of their patients involvement in the
programme, invite patients to attend; offering a choice of available screening dates; times and locations.
Provide patient information leaflets (currently available in eight languages).
- Provide a Telephone Booking Service - to book patient appointments, reminder calls/letters
to reduce non attendance of appointments, reschedule appointments if necessary,
and issue appointment confirmation letters.
- Reporting Results - to Patient, their GP Practice and Optometrist. We offer a GP results
Notification Service, electronically notifying those that need to know of the DRS results.
- Handle all exemptions to meet the needs of all patients - including patients refusing to take
up the invitation, supporting those with mobility issues, making special arrangements for those
housebound, residents of nursing/residential homes, correspondence issues, language constraints etc.
Also record choice of referral destination to comply with the patient choice agenda.
Where Module 1 is not deployed, a telephone Booking Service can be provided to receive calls from patients/carers and schedule convenient DRS appointments.
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