NHS e-Referral Service Any to Any Patient and User Journey: The Vision …….
Jan 13, 2016
NHS e-Referral Service
Any to Any
Patient and User Journey: The Vision …….
Any to Any
Patient sees optician
Mrs Bevan attends an optician’s appointment where Mr Boote the optician, notices that she has severe cataracts in both eyes.
1
Optician refers
Mr Boote looks at the local cataract pathway withinthe NHS e-Referral Service. This confirms it isappropriate for him to refer Mrs Bevan directly to acataract removal service, which he does via the NHSe-Referral Service.
2
Any to Any
Patient chooses a service
Mrs Bevan chooses to see an Ophthalmologist at a hospital close to where her daughter lives, and asks for a written copy of the booking instructions. She takes the information away with her so she can book her appointment.
3
Any to Any
Patient is reminded to book appointmentMrs Bevan forgets to book her appointment, but a letter arrives two weeks later to remind her.
4
Any to Any
Patient’s advocate books appointmentMrs Bevan asks her daughter to help book the appointment,which she does by calling the Appointments Line and bookinga date and time that is convenient for them both. The operator reads out the instructions, but the daughter asks for these to be sent in the post to Mrs Bevan.
5
Any to Any
Patient rearranges the appointmentOne week before the appointment, Mrs Bevan’s daughter is told that she needs to go away on business the following week. She telephones the Appointments Line again and, with her mother’s agreement, re-schedules the appointment for a few weeks later.
6
Any to Any
NHS e-Referral Service vision – making paperless referrals a reality
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