Summary: This page is designed to help you understand how to action your booked telephone and F2F appointments.
Who’s it for: Reception team and clinical staff
To review your booked appointments, access your appointment book on EMIS as described here.
If you see a telephone icon next to a patient slot, this is a telephone appointment, whereas all other slots represent face-to-face (F2F) appointments.
These two appointment types are actioned differently:
Telephone Appointments
- Login to your designated desk phone/soft phone using your login. This should be provided in your welcome email, but if it’s not please contact IT.
- Please advise the patient that all calls are recorded
- If a patient is booked for a phone appointment, but a F2F appointment is required, try to gain as much information as possible over the phone. Then, book the patient a routine F2F appointment, or a pink slot (bookable by paramedic or GP only) if they must be seen ASAP.
- Once you've successfully made contact with the patient, please mark this on your appointment book by pressing ‘S’ or Start Call
- If a patient DNAs:
- If a patient fails to answer, make a second attempt to call the patient at the next available opportunity within the same session
- If the patient fails to answer again, make a third attempt to contact the patient at the end of the session
- If a patient fails to answer the third attempt, right click on the slot in your appointment book → go to ‘Change slot status’ and select ‘Telephoned but no answer’ or press ‘H’
- Send AccuRx text: ‘DNA policy text template’
- Once finished, press ‘T’ for Call ended
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If the appointment was inappropriately booked by our reception team, please let us know via this form!
F2F Appointments
Reception team
- When the patient arrives at the surgery, mark 'Patient has arrived' (A) on the appointment book
- If the patient DNAs,
- mark this on the appointment book as ‘Patient DNA’ (D)
- if DNA is a vulnerable patient, follow safeguarding instructions on Late Arrivals, DNAs & WNB
- Where a patient arrives late, make a note on the clinic list and contact the booked clinician directly to see if the patient can still be seen. Where possible, we should try to see patients even if they arrive late.
Clinicians
- Call the patient in by right clicking the slot in the appointment book → go to ‘Change slot status’ and select ‘Send patient in’ (S)
- Offer a chaperone if necessary → check with the patient, and ask the Reception or Clinical Admin teams if the patient does want a chaperone.
- Once you've completed the consultation, right click the slot → go to ‘Change slot status’ again and select ‘Patient has left’ (L)
Ensure that you record the outcome on EMIS with the appropriate code, with the chaperone’s name and position (if one present):
Chaperone Offered | 1104081000000107 |
Chaperone Present | 314231002 |
Chaperone Refused | 763380007 |
Chaperone not Available | 428929009 |
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