nhs e-referrals worklists guide please use this reference ...€¦ · practices e-rs worklist...

NHS e-Referrals Worklists Guide

Please Use This Reference Guide for Practices in:

North West London CCG’s

Version: 2.0

Author Primary Care Systems Team

Filename: NHS e-Referrals Worklists Guide

Path: \\nwlondon.local\nwl\ICT\Primary Care\16. Projects\9. NHS e-Referrals

Date issued: August 2018

Review date: August 2019

Target audience: Practices in North West London CCG’s - London

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Contents

Introduction ......................................................................................................................................................................... 3

Practices e-RS Worklist Management Responsibilities .................................................................................................... 4

1. Referrer Action Required ......................................................................................................................................... 5

1. Rejected .................................................................................................................................................................... 5

2. Cancelled UBRN ........................................................................................................................................................ 6

3. DNA .......................................................................................................................................................................... 7

4. Triage Response ....................................................................................................................................................... 7

5. Incomplete Referral.................................................................................................................................................. 8

A referral is incomplete when: ......................................................................................................................................... 8

6. Assessment Results A service running a Clinical Assessment Service (CAS) has recorded the result for the

referrer to review. ............................................................................................................................................................ 9

2. Awaiting Booking / Acceptance ............................................................................................................................. 10

Monitor this Worklist and decide what/whether/when to action referrals on this Worklist ....................................... 11

3. Outstanding Referral Letters .................................................................................................................................. 11

4. Advice and Guidance .............................................................................................................................................. 13

For Further Support............................................................................................................................................................ 14

Glossary: ............................................................................................................................................................................. 14

Disclaimer: .......................................................................................................................................................................... 14

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Introduction

This purpose of this document is intended to assist GP practice staff monitoring their e-RS Worklists on a regular basis.

This guidance document provides North West London GP practices with how to monitor and maintain their e-RS

Worklists as well as acting as a reference guide.

It is encouraged that all users can also log any calls directly with the NWLCCG Service Desk Team via Tel: 0203 3504050

or email: [email protected] to ask any questions regarding e-RS Worklists that may not been covered below. This is a working document and will be updated when new situations arise or require further clarification. E-RS (previously Choose and Book) is an electronic referral and management system, using Spine information, that can integrate with other systems.

Please note: Making a referral is always the responsibility of the referring clinician, who with the patient, should

decide on the most clinically appropriate options for the referral and onward pathway.

mailto:[email protected]

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Practices e-RS Worklist Management Responsibilities On e-RS there are a number of daily tasks which need to be monitored therefore practices should regularly review

their Worklists and act on any outstanding referrals that require further action.

Practices are responsible for the daily management of their e-RS Worklists.

Each e-RS Worklist MUST be monitored or reviewed and actioned appropriately.

Actions available for each referral will depend on the referral’s history.

1. To access the e-RS website first logon with your Smartcard and then click on the following website link

below using Internet Explorer not Chrome: https://nww.ebs.ncrs.nhs.uk

2. You will see the following screen below :

3. On the home screen click onto the Worklists Tab

The dropdown consists of four Worklists that should be regularly maintained.

Select the Worklist type, and then click on “Load”.

Note: When the Worklists tab, is open, there are two filters (Filter by Referrer and Filter by Worklist), allowing the

user to sort the referrals to view. Columns can also be sorted by clicking on each heading.

https://nww.ebs.ncrs.nhs.uk/



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1. Referrer Action Required These referrals are under the duty of care of the referring organisation and include UBRNs that may have been

rejected or cancelled. This Worklist displays action to be taken by the referrer (i.e. the originating GP practice).

UBRNs can be in this list for a number of reasons and there are a number of actions that can be taken:

1. Rejected 1. On the dropdown menu Worklist Type

a. Choose option Referrer Action Required.

2. Sort the Rejected referrals by double clicking on the Referral Status Column

3. Click on the URBN hyperlink for rejected referrals and read rejected comments and action

appropriately using the drop down menu.

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2. Cancelled UBRN A cancelled UBRN status is usually generated if the patient may have cancelled the referral request OR the

hospital has booked the patient outside of the e-RS system.

1. In e-RS, click on the UBRN to view the cancellation reason (click on view history for more

information);

a) Record comments in your clinical system, if necessary;

2. Remove the UBRN from the Worklist.

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3. DNA This UBRN status is generated if the patient does not attend their appointment. If a patient was referred to a directly bookable service and they DNA’d their appointment, the referral would be clinically reviewed by the Provider clinician and they would decide whether to re-appointment or discharge the patient.

1. Try to make contact with the patient and record any attempts to contact the patient in order to understand why they DNA and whether another referral is appropriate to generate. Click on the UBRN, If satisfied that there is no clinical risk to the patient, Remove from Worklist.

4. Triage Response

1. In the Referral Status field check if there is a Triage Response

2. Check the Triage Comments. The provider will make a comment such as ‘sent further info to GP’. Once

the GP has seen the comment, they can ‘end Triage Response’.

Please note, this should be actioned only by a GP and not admin staff.

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3. Read the Red Dialogue box and Click on YES to clear the referral. Otherwise re-book the patient into a more appropriate service.

5. Incomplete Referral

A referral is incomplete when:

A referral has been created from a GP integrated system and a UBRN requested from the NHS e-Referral Service (e-RS) The referral has had clinical information attached from within the GP integrated system No services have been shortlisted for the referral, i.e. the referral has stopped at this point

Within e-RS, incomplete UBRNs will be displayed:

• Please note, incomplete UBRNs created prior to 19 June

2018 will NOT be populated on the Referrer Action Required Worklist, only incomplete UBRNs created after this date will be displayed

1. How can the incomplete UBRN be processed? From both the Referrer Action Required Worklist the user will have the options to: • cancel the request • update/book – shortlist services • view history

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a) If the incomplete UBRN is converted into an appointment/advice request, the UBRN will be removed from

the Referrer Action Required Worklist

b) If the incomplete UBRN is cancelled, the UBRN will be removed from the Referrer Action Required Worklist with the option to view the referral history.

6. Assessment Results A service running a Clinical Assessment Service (CAS) has recorded the result for the referrer to review.

1. Click on the UBRN, view the comments field (record comments in your clinical system, if

applicable) and then remove the UBRN from the Worklist.

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2. Awaiting Booking / Acceptance This Worklist should be reviewed on a regular basis to ensure patients have booked their appointments and the

UBRNs are cleared off the Worklist. More information can be obtained by clicking on the UBRN number and selecting

“View History”.

This will show a timeline of actions in the left column, which can be clicked on for more information. (i.e. if the

appointment has been booked, clicking on this entry displays the full details of the UBRN – date, time and who booked

the appointment.

Referrals on this Worklist should be monitored, but not necessarily actioned. They will have one of the categories in the Referral Status column:

a) Booked:

Appointment booked and waiting to be accepted or rejected by the Service Provider b) Appt Cancelled by Patient:

The appointment has been cancelled by the patient. c) Appt Cancelled by Provider:

The appointment has been cancelled by the provider.

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d) Deferred to Provider: Appointment requests waiting for the provider to book an appointment

e) Not Yet Booked: Appointment requests waiting to be booked by the patient

f) Awaiting triage: Waiting for the Provider to triage the referral. Once a decision had been made, this will move to ‘triage response’ in ‘Referrer Action Required’

PRACTICES TO DIRECTLY ACTION/CHASE UP IF NO RESPONSE Note: Referrals will move on and off this Worklist depending on the actions carried out on them. These actions may be made by the provider, patient or referrer.

Monitor this Worklist and decide what/whether/when to action referrals on this Worklist

3. Outstanding Referral Letters The Outstanding referrals letters Worklist shows appointment requests to services that require a referral letter and where no referral letter or clinical information has been attached. The date in the column headed Letter Due will turn Red when the referral letter is overdue.

Check this Worklist daily ensuring all outstanding referrals letters are attached and submitted.

There is a column for letter due dates which vary depending on service urgency:

2ww: Next working day

Urgent: Next working day

Routine: 3 working days

If practices are not sure, they can refer to their Worklists – Outstanding letters where they can check when letter

is due.

To add a referral letter through Worklists:

1. Click on the UBRN and choose ‘Add Referral Letter’ from the drop down menu.

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2. Click on ‘Add Attachment’ to attach a letter from your computer. (The referral letter will need to be

downloaded from SystmOne and saved onto the computer because it can be attached through the

website.

3. Choose the correct referral letter and click ‘open’

4. Once the letter has been attached, click ‘submit’. There is also an option to add a file description if

necessary.

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4. Advice and Guidance

Requests and responses will be displayed in this Worklist. If there are any A&G, select the UBRN to review. The A&G

summary should be attached to the patient’s clinical system record; this can be done by saving or printing from NHS e-

RS, then attaching/filing to the patients SystmOne record.

Depending on the A&G response, there are two options to choose from in NHS e-RS A&G Worklist:

End Conversation or Refer Now

Note: If an A&G request is initiated, the referrer must check the A&G Worklist on a daily basis for the response.

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This completes the e-RS Worklists guide

For Further Support

Please contact the NWLCCG Service Desk on either

Telephone Number: 0203 350 4050

Email Address: [email protected]

If you are emailing with e-RS queries/issues please remember not to include any patient identifiable information. Send queries stating UBRN and a brief description of the issue.

Glossary:

Please review to section on Referrers Responsibility on page 5 on the link below.

http://content.digital.nhs.uk/media/22665/NHS-e-Referral-Service-Best-Practice-Guidance/pdf/NHS_e-

Referral_Service_Best_Practice_Guidance.pdf

Disclaimer:

To the best of our knowledge and using the available information these searches are correct at the time

of publishing.

mailto:[email protected]

http://content.digital.nhs.uk/media/22665/NHS-e-Referral-Service-Best-Practice-Guidance/pdf/NHS_e-Referral_Service_Best_Practice_Guidance.pdf

http://content.digital.nhs.uk/media/22665/NHS-e-Referral-Service-Best-Practice-Guidance/pdf/NHS_e-Referral_Service_Best_Practice_Guidance.pdf

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