Summary: This page provides a step-by-step process of how to handle patient appointments, for care coordinators only.
Who’s it for: Care Coordinators
Step 1: Preparation
- Read over the patient’s notes on EMIS
- Review the last few consultations, relevant clinic letters, and the Pink Alert (QOF) Box for anything which needs to be followed-up. This includes any outstanding procedures, tests or examinations (e.g., immunisations, blood tests, medication review)
- Review the ‘Problem’ list and remove any duplicated or out-of-date information
- If the appointment is with a family member, friend or carer, make sure that you have the patient’s permission (where applicable). If you don’t, contact the patient.
- Check if the patient requires an interpreter, and if they do make sure that this has been booked
If the patient is housebound, follow the protocol in our Home Visits page.
Step 2: The Appointment
For telephone appointments, be sure to use the verbal handshake when speaking to a patient. To find out exactly what a good verbal handshake involves, click here (some of these tips can be incorporated into F2F appointments too!)
- Open the patient on EMIS and add a new consultation
- In the ‘Problem’ section, write ‘Seen by Care Coordinator’
- Address the problem in the booking notes with the patient. Then, go through the questions within the clinical template ‘Penrose Health - Generic Care Plan - V01’ on EMIS.
- State any issues identified in the ‘Comments’ section of the consultation
- Make a shared plan with the patient on how to address outstanding issues, this may include making appropriate referrals (use our Services Database for details on how to refer)
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Some referral processes are lengthy. If this is the case, rather than completing a referral during a patient appointment, book time into one of your admin slots to complete this at a later date.
- If relevant, book a follow-up, double (preferably F2F) appointment to create a Personalised Care & Support Plan (PCSP) with the patient
- At the bottom of the comments section, record the plan. The plan should include any actions which the patient/practice are going to take, referrals made, and any additional appointments booked.
- In the EMIS ‘follow-up’ box, enter the date of the patients next review/appointment