TAL Call Scripts - Choose and Book

Call Guidelines – Patient StreamThe Appointments LineAPPENDIX 5BThe Appointments LineCall Guidelines - Patient StreamVersion 6.01 st August 2013Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 1

Call Guidelines – Patient StreamDOCUMENT CONTROLDocument Name: Call Guidelines - Patient StreamVersion: 6.0Location Stored: BACT Mailbox Operational BusinessProcesses\Operational Manual version3.0DocumentA guide for TAL call taking staff on patient transactionsSummary:Sponsor/Owner: Steve Kolodziej Deputy Director - OperationsAuthor:Iain McElroy Service Manager TALSteve Boxall L&D Coordinator TALStatus:DraftIssue Date:ImplementationDate:Review Date:Purpose ofRevisionDistribution:Distribution List: BACT, Service Managers, Team Leaders ALDOCUMENT HISTORYVersion Date: Amended by: Amendments:no:3.3 29-12-05 NTR,SKJ, Amended to reflect choice discussionLPR,IMY3.4 6/2/06 IMY Amended to reflect date of informationwithin choice discussion.3.5 10/2/06 IMY Amendment to Choice information andreminder for patient to hold.3.5 10-2-06 SKJ Checked & authorised for circulation.3.6 23/3/06 IMY Formatting and changes to hyperlinks3.7 28.08.07 VB / SK Review to incorporate Choice Discussion3.8 14/07/08 KM/JL Choice Changes (March 08) authorised.Formatting & proof reading3.9 17/10/08 PF/JLSBSKAmended to reflect system changesAmended to reflect choices processReviewed and amended3.10 20/10/09 SB Amended to reflect outcome of CallReview workshops and CfH commentsReformatted4.0 23/10/10 SB Amended ASI guidelines to reflectchanges in Choose and Book Release 5.Added Date of Death guidelines5.0 1/11/11 SB Updated with revised TAL opening hours6.0 29/5/13 KS Updated with new appointmentinstructions regarding appointment lettersAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 2

Call Guidelines – Patient StreamContentsHeadingPage NumberCall Guidelines - Core 4Call Guidelines – New Booking - 1 choice (no choice discussion required) 6Call Guidelines – New Booking with Choice Discussion 8Call Guidelines – Alteration of Booking 10Call Guidelines – Alteration of Demographic Details 12Call Guidelines – Cancellation of referral 13Call Guidelines – Cancellation of Booking 15Call Guidelines – Check Details of Booking 17Call Guidelines – Change of Password 18Call Guidelines –Authentication failure: Wrong password 19Call Guidelines –Authentication failure: Forgotten Password 20Call Guidelines – UBRN unknown/not on system 21Call Guidelines – Incorrect UBRN 22Call Guidelines – Exceptional Call 24Call Guidelines – Total system failure 25Call Guidelines – Appointment Slot Issue 26Call Guidelines – Call Back - Patient unavailable 29Call Guidelines – Rejected referral 30Call Guidelines – Appointment cancelled by hospital 32Call Guidelines – Impartiality Statement 34Call Guidelines – What is Choose and Book 35Call Guidelines – CAS referral 36Call Guidelines – IBS 38Call Guidelines – Alteration of IBS to DBS 39Call Guidelines – Duplicate referral 41Call Guidelines – Reminder letter 43Call Guidelines – Date of Death 44Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 3

Call Guidelines – Patient StreamStage ofCallOpeningCall Guidelines - CoreThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers name}. Can I please take your bookingreference number?Courtesy/ CallhandlerinstructionsUse of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf caller cannot findUBRNConfirm as correctUse of phonetic alphabet.Check lower or uppercaseIdentify NeedAndSatisfy NeedThank you {caller name}.How can I help you?Call up referral and confirm specialtyIdentify reason for call• New Booking - No Choice Page 6• New Booking – Choice Discussion Page 8• Alteration of booking Page 10• Alteration of demographic details Page 12• Cancellation of referral Page 13• Cancellation of Booking Page 15• Check Details of Booking Page 17• Change of Password Page 18• Authentication Failure – Wrong Password Page 19• Authentication Failure – Forgotten Password Page 20• UBRN Unknown / Not on System Page 21• Incorrect UBRN Page 22• Exceptional Call Page 24• Total System Failure Page 25• Appointment Slot Issue Page 26• Call Back Patient Unavailable Page 29• Rejected Referral Page 30• Appointment Cancelled by hospital Page 32• Impartiality Statement Page 34• What is Choose and Book? Page 35• CAS Referral Page 36• IBS Page 38• IBS Alteration Page 39Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 4

Call Guidelines – Patient Stream• Duplicate Referral Page 41• Reminder Letter Page 43• Reminder Letter Page 44ConfirmationI can confirm that your appointment has been provisionally bookedat {hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although notall hospitals do this. However you can log onto the booking websiteand print off a copy at home using your Reference Number andPassword.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your appointment, please callus back on this number. You will need your password and referencenumber. We are open from 8:00 to 8:00 Monday to Friday and 8:00till 4:00 at weekends and Bank Holidays.Thank you for your call (callers name). Good-bye.Advise of Contact Centre(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 5

Call Guidelines – Patient StreamStage ofCallCall Guidelines - New Booking - 1choice (no choice discussionrequired)Courtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyI see your GP has referred you to (name and location of hospital andclinic)If patient asks why they have not been offered a choice ofhospitals:Your G.P should have discussed this with you when you werereferred. Your G.P may have recommended you to this particularservice based on clinical need, however if you do not feel that youwere offered a choice of hospitals, you can contact your GP practiceto confirm whether the speciality for which you are being referred isapplicable for choiceAnswer patient queries as necessary:• Available appointments• Details regarding the hospital/clinic e.g. transport links,parking, star rating & relevant scores: Key Targets, ClinicalFocus, Patient Focus, and Capacity and Capability.{Caller name}, please note that this information is correct as of{date}*The earliest appointment is on {Date} at {Time} at {hospital name /clinic}.Implied use of caller’snameNB both the Directory ofServices andnhschoices.nhs.uk (NHSGateway) must be usedto attempt to answerpatient queries. Where apatient requests specificclinical information orinformation that isunavailable, you mayneed to refer the patientto the PALS service forthe provider.*Please inform patient ofdate that appears on thesystem or the currentdate if this information isnot available.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 6

Call Guidelines – Patient Stream****************************************************************************Where the priority is 2WW, the patient should be offered anappointment within two weeks of the date the patient calls.Where an appointment is not available the patient must beasked to contact their GP practice immediately and advise themthey were unable to book an appointment through TheAppointments Line.*****************************************************************************Where patients contactus and their options areIBS we should stillattempt to answer theirqueries vianhschoices.nhs.uk (NHSGateway )Is that suitable for you?I will attempt to book that for youIf successful:Confirm details back to callerIf not successful:Offer to select different date/time or location and repeat processClick on Book on EBSSystemClick on Submit on EBSsystemRemind patient to hold ifsystem is slow torespond with aconfirmation of theappointment beingbookedConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword.Please can I remind you {Caller/Patient Name} the hospital that youhave booked will be responsible for diagnosis and treatment? Youwill only be transferred to an alternative hospital if the treatment isunavailable at this hospitalEnsure that booking hasbeen confirmed onsystem.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your appointment, please callus back on this number. You will need your password and referencenumber. We are open from 8:00 to 8:00 Monday to Friday and 8:00till 4:00 at weekends and Bank Holidays.Thank you for your call (callers name). Good-bye.Advise of ContactCentre Opening Times(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 7

Call Guidelines – Patient StreamStage ofCallCall Guidelines - New Booking withChoice DiscussionCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyWhere multiple hospitals listed offer a choice discussionWe can offer information to help you choose which hospital youwould like to go to. I can see you have # hospitals to choose from.Would you like further non clinical information or do you have apreference?Answer patient queries as necessary:• Available appointments• Details regarding the hospital/clinic e.g. transport links,parking, star rating & relevant scores: Key Targets, ClinicalFocus, Patient Focus, and Capacity and Capability.If patient asks for a recommendation or comment on specificservices, please use the Impartiality statement{Caller Name}, please note that this information is correct as of{date}*If information is unavailable or there is a technical problem:I’m sorry, the information you require isn’t available. I will feed thisback to the website owner.OrBoth the Directory ofServices andnhschoices.nhs.uk mustbe used to attempt toanswer patient queries.Where a patientrequests specific clinicalinformation orinformation that isunavailable, you mayneed to refer the patientto the PALS service forthe provider.For FAQs refer to DoHleaflet*Please inform patient ofdate that appears on thesystem or the currentdate if this information isnot available.Where patients contactus and their options areAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 8

Call Guidelines – Patient StreamI’m sorry, the NHS Choices website is currently unavailable and I’munable to access the information you require. I will report this to thewebsite owner.IBS we should stillattempt to answer theirqueries via NHSChoicesIf patient states preference before choice discussion offered:Would you like information about the hospitals available to you orshall I continue to book an appointment at #?The earliest appointment is on {Date} at {Time} at {hospital name}.*****************************************************************************Where the priority is 2WW, the patient should be offered anappointment within two weeks of the date the patient calls.Where an appointment is not available the patient must beasked to contact their GP practice immediately and advise themthey were unable to book an appointment through TheAppointments Line.*****************************************************************************Is that suitable for you?I will attempt to book that for youIf successful:Confirm detail back to callerIf not successful:Offer to select different date/time or location and repeat processClick on Book on EBSSystemClick on Submit on EBSsystemPlease remind patient tohold if system is slow torespond with aconfirmation of theappointment beingbooked.ConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword..Please can I remind you {Caller/Patient Name} the hospital that youhave booked will be responsible for diagnosis and treatment? Youwill only be transferred to an alternative hospital if the treatment isunavailable at this hospitalEnsure that booking hasbeen confirmed onsystem.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your appointment, please callus back on this number. You will need your password and referencenumber. We are open from 8:00 to 8:00 Monday to Friday and 8:00till 4:00 at weekends and Bank Holidays.Advise of ContactCentre Opening Times(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 9

Call Guidelines – Patient StreamThank you for your call (callers name). Good-bye.Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 10

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Alteration ofBookingCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Establish patient wants to change appointment.Confirm appointment with patient, {hospital/ clinic/ date/ time}Do you wish to book your appointment at the same hospital?Have you any dates in mind that you would like to change yourappointment to {caller name}?*****************************************************************************Where the priority is 2WW, the patient must be offered anappointment within 2 weeks of the date the patient originallycalled. Where an appointment is not available the patientshould be encouraged to keep the existing appointment. Wherethis was not accepted the patient must be asked to contact theirGP practice immediately and advise they have cancelled theoriginal appointment and were unable to book an alternativethrough The Appointments Line.*****************************************************************************We have an appointment on {date} at {time}. Is that suitable for you?Search date until agreement from caller.Please can you confirm a reason for re scheduling this appointmentas I need to record this on to our system?Thank you {caller name}. That appointment is at {hospital} on {date,time}. I will attempt to book that one for you.Use of caller’s nameEstablish whetherpatient is calling tochange hospital or justdateEnsure any notesentered into CS Wrapare accurate andprofessionalAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 11

Call Guidelines – Patient StreamConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your appointment again,please call us back on this number. You will need your password andreference number. We are open from 8:00 to 8:00 Monday to Fridayand 8:00 till 4:00 at weekends and Bank Holidays.Thank you for your call (callers name). Good-bye.Advise of ContactCentre Opening Times(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 12

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Alteration ofDemographic DetailsCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller Name}. How can I help you?Can I take your new address/contact details?Please ensure you takeinformation from thepatient and follow dataprotection.ConfirmationTo confirm your new address/contact details have now been updatedon our system. It maybe advisable to inform your GP practice of thischange.Implied use of caller’snameClosure Thank you for your call (callers name). Good-bye. Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 13

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Cancellation ofReferralCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Can you confirm the details of the existing booking/referral that is tobe cancelled please? (Clinic/hospital/date and time if there is abooking)Can you let me know why this referral is to be cancelled?Once this has been removed from our system we will have no recordof this referral, If your symptoms recur you will need to contact yourGP practice for a new referral. Do you still wish me to cancel yourreferral?Where priority is 2WW or Urgent, do not cancel referralI would advise you to let your GP know you no longer wish toproceed with this referralWhere appointment is indirectly booked and referral is to bedeleted:Unfortunately I do not have access to the appointment system for{name of IBS hospital} in order to cancel that referral. Please will youring the Booking Centre {confirm number} to cancel thatappointment. Once that has been done please call us back with yourpassword and booking reference number and we will be able toremove your referral.Use of caller’s nameRefer to Team Leaderfor advice if caller insistson cancellationIBS Booking centrenumber located withinthe Directory of Servicesor on the PatientsAppointment ReferralDocumentConfirmation Just to confirm your referral for (clinic) has been cancelled. Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 14

Call Guidelines – Patient StreamClosureIf you need this referral again please contact your GP practice to bere-referred.Thank you for your call (callers name). GoodbyeUse of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 15

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Cancellation ofBookingCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?For DIRECTLY Bookable appointments:Can you confirm the details of the existing booking that is to becancelled please?Do you wish to arrange for an alternative appointment to be bookedfor you today?If yesRefer to Alteration of Booking Page 10Please can you confirm a reason for cancelling this appointment as Ineed to record this on to our system?Where priority is 2WWI would advise you to let your GP know that you have cancelled thisappointmentFor INDIRECTLY Bookable appointments:Unfortunately I do not have access to the appointment system for{name of IBS hospital}. You will need to ring this particular bookingcentre directly {Confirm number} to cancel this appointment.If patient says they wish to rebook into a different hospital after theyhave cancelled the IBS appointment, please move to Closure sectionUse of caller’s nameIBS Booking centrenumber located withinthe Directory of Servicesor on the PatientsAppointment ReferralDocumentAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 16

Call Guidelines – Patient StreamConfirmationTo confirm {caller name} I have cancelled your booking for{Hospital/Clinic} on {date} at {time}.Implied use of caller’snameClosureWhen you are ready to rebook your appointment, please call us backon this number, You will need your password and reference number.We are open from 8:00 to 8:00 Monday to Friday and 8:00 till 4:00 atweekends and Bank Holidays.Thank you for your call (callers name). Good-bye.Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 17

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Check Details ofBookingCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {Caller name}. How can I help you?Would you like me to confirm your booking details for you today?Check for rejectedappointmentReview system/bookinginformation/historyConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword.Ensure appointmentinstructions are read outin full and you havechecked in history toensure the hospital hasaccepted theappointmentClosureShould you need to change or cancel your appointment, please callus back on this number. You will need your password and referencenumber. We are open from 8:00 to 8:00 Monday to Friday and 8:00till 4:00 at weekends and Bank Holidays.Thank you for your call (callers name). Good-bye.Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 18

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Change ofPasswordCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you, how can I help you today?I have the facility to change your password over the phoneCan you please give me your new password?Can you please spell it for me to ensure no mistakes have beenmade?Confirm with patient newpassword and when thisis requiredConfirmationYour password has now been successfully changed to {new patientpassword}. That will be the password you use when calling us orusing Choose and Book in future.Implied use of caller’snameClosure Thank you for your call (callers name). Good-bye. Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 19

Call Guidelines – Patient StreamStage ofCallCall Guidelines - AuthenticationFailure: Wrong PasswordCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?I’m sorry, the password that you have given me is not correct. Canyou please give me your password again?I’m sorry {caller name}. Unfortunately, the password you areproviding me with is incorrect and therefore I am unable to accessyour referral information. I would therefore suggest that you contactyour GP surgery.You do not need to make an appointment with your GP in order toobtain your password. The Practice Manager or Choose and Booklead should be able to help you over the telephone.If Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseClosureI am sorry for any inconvenience this is causing you. Once yourpassword has been obtained, please call us back and we will behappy to book your appointment. We are open from 8:00 to 8:00Monday to Friday and 8:00 till 4:00 at weekends and Bank Holidays.Thank you for calling (callers name). Goodbye.Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 20

Call Guidelines – Patient StreamStage ofCallCall Guidelines - AuthenticationFailure: Forgotten PasswordCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour Booking reference number is located in section one of yourappointment request formThank you. Can I please take your password?Patient has forgotten password/ Does not have a password:The password is located on the last page of your appointmentrequest form.I’m sorry; unfortunately I am unable to access your referralinformation without a password. I would therefore suggest that youcontact your GP surgery.You do not need to make an appointment with your GP in order toobtain your password. The Practice Manager or Choose and Booklead should be able to help you over the telephoneIf Caller cannot findUBRNConfirm as correctClosureI am sorry for any inconvenience this is causing you. Once yourpassword has been obtained, please call us back and we will behappy to book your appointment. We are open from 8:00 to 8:00Monday to Friday and 8:00 till 4:00 at weekends and Bank Holidays.Thank you for calling (callers name). Goodbye.Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 21

Call Guidelines – Patient StreamStage ofCallCall Guidelines - UBRN Unknown /Not on SystemCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour Booking reference number is located in section one of yourappointment request formHas your GP given you an appointment request form? This formwould have been given to your when your GP first referred you.If No:Do you have your password?If No:I’m sorry {caller name}. Without a password I cannot get access toyour referral information. I would therefore suggest that you contactyour GP surgery.You do not need to make an appointment with your GP in order toobtain your password. The Practice Manager or Choose and Booklead should be able to help you over the telephoneIf Yes:Can I please take your full name, address and date of birth and I willattempt to search for your booking reference number?(Alternatively, check via NHS number if patient has it)Please could you confirm your password?I have found a reference number using your details. Can youconfirm your GP’s Name, when you were given the bookingreference number and for what speciality it was for? CoreIf Caller cannot findUBRNCheck CS Wrap to see ifthere is any data onpatient’s UBRN.Confirm with patientwhat has prompted theircall today? Maybepatient/caller hasreceived a reminderletter not a referralletter?Use Demographicsearch facilityRefer to core guidelinesand continue withbooking/rebooking etcClosureIf No:I am sorry for any inconvenience this is causing you. Once yourpassword has been obtained, please call us back and we will behappy to book your appointment. We are open from 8:00 to 8:00Monday to Friday and 8:00 till 4:00 at weekends and Bank Holidays.Thank you for calling (callers name). Goodbye..Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 22

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Incorrect UBRNCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour Booking reference number is located in section one of yourappointment request formSorry that number appears to be incorrect. Could I take that numberagain please?Sorry that number still appears to be incorrect. Your bookingreference contains twelve digits usually beginning with 000 and islocated in section one of your appointment request form.Do you have your password?If No:I’m sorry {caller name}. Without a password I cannot get access toyour referral information. I would therefore suggest that you contactyour GP surgery.You do not need to make an appointment with your GP in order toobtain your password. The Practice Manager or Choose and Booklead should be able to help you over the telephoneIf Yes:Can I please take your full name, address and date of birth and I willattempt to search for your booking reference number?(Alternatively, check via NHS number if patient has it)Please could you confirm your password?I have found a reference number using your details. Can youconfirm your GP’s Name, when you were given the bookingreference number and for what speciality it was for?If Caller cannot findUBRNCan give UBRN topatient if they have acorrect passwordUse Demographicsearch facility.Details are correct forUBRN that was foundIdentify andsatisfy needThank you, how can I help you today? CoreRefer to core guidelinesand continue withbooking/rebooking etcAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 23

Call Guidelines – Patient StreamClosureIf No:I am sorry for any inconvenience this is causing you. Once yourpassword has been obtained, please call us back and we will behappy to book your appointment. We are open from 8:00 to 8:00Monday to Friday and 8:00 till 4:00 at weekends and Bank Holidays.Thank you for calling (callers name). Goodbye..Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 24

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Exceptional CallCourtesy/ CallhandlerinstructionsAnyIf at any stage during the call you feel that you are unable to help thecaller with their query please refer to a team leaderIf at any stage during the call you feel that the callers behaviour isunacceptable e.g. use of abusive language, please use tact anddiplomacy to try to diffuse the situation.Advise the caller that if their behaviour persists the call will beterminated. If the caller continues please advise that you are goingto terminate the call.Use current transferredcalls procedure (ensureyou take thecallers/patients contactdetails)Please ensure this eventis recorded and a teamleader is informedImmediatelyAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 25

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Total SystemFailureCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationI am sorry, but our system is not operational at the moment so I amunable to deal with your callDo you have your original appointment request form? If so in sectionthree of this form there maybe a list of alternative telephone numbers(different to 0345 608 88 88).Where DBS:Do you have access to the internet? If so you can access Chooseand Book via NHS Choices (www.nhs.uk) or HealthSpace(www.healthspace.nhs.uk) where you should be able to book yourappointment online when the system becomes available again.Alternatively please could you call us back after (team leader willadvise of a time by which the system should be available)ClosureI am sorry for any inconvenience this is causing you. Please ensureyou have your password and reference number when calling againWe are open from 8:00 to 8:00 Monday to Friday and 8:00 till 4:00 atweekends and Bank Holidays.Thank you for calling (callers name). GoodbyeAdvise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 26

Call Guidelines – Patient StreamStage ofCallCall Guidelines – Appointment SlotIssueCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is {FirstName}. May I take your name please?Thank you {caller’s name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedAttempt to Book AppointmentCall Handler will establish that the patient wishes to book anappointment, offer a choice discussion where appropriate, determinewhich hospital the patient would like to attend, and attempt to offer thepatient a convenient date.Where the only slots available are not convenient to the patient, thepatient should be asked to call The Appointments Line back at a laterdate, or contact their referring practice for further advice.If caller asks what referring practice is able to do:The person who referred you will know what other clinics or serviceswill be appropriate for you and may be able to add further options foryou to choose from.Where appointment is available:I will attempt to book that for youIf successful – confirm details back to caller *If unsuccessful because there are no appointments showing onChoose and Book, or due to a technical issue** offer an alternateprovider:Offer Alternative ProviderTechnical:Offer where cause ofslot unavailability is aconvenience issue* If successful bookingrevert to core callguidelines.** Where ‘Selected slotno longer available’attempt to bookalternate dates andtimes.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 27

Call Guidelines – Patient StreamI’m sorry, there seems to be a problem with that hospital’s system atthe moment. I can try to book an appointment with one of the otherhospitals you have been offered. Book if acceptable to patientOrCapacity:I’m sorry, there are currently no appointments showing as available forthat hospital. Would you like me to try one of the others on your list?Book if acceptable to patientIf the patient will not accept an alternative service offer to forwarddetails to provider:Forward Details to ProviderIf you only wish to book your appointment with this hospital I canforward them your details. Would you like me to do this for you?The hospital will now contact you directly to book your appointment soplease ignore any reminder letters that you may receive. To ensurethat they are able to contact you can I please check that the contactdetails we have for you on the system are correct?Check contact details and use Update Person to update. ***When the hospital contacts you to book this appointment they willneed your Reference Number and password, so please keep thesewith you.If you have not heard from the hospital by {date on Deferral OptionsSummary window}, please contact your referring practice who will beable to help you. You do not need to make an appointment for this.*** Confirm patientscontact detailsPatient does not give consent to forwardIf the patient did not give consent for details to be forwarded to thehospital, and will not accept an alternative service they should beadvised to contact their referring practice for further advicePatient Second CallCheck if an appointment has now been booked – if not attempt tobook one.****Where an appointment cannot be booked offer alternate provider. Ifthe patient will not accept an alternate service check if the date bywhich the provider is due to contact the patient has passedDefer Date in FutureI am sorry, but I’m still unable to book an appointment for you. Yourdetails have been forwarded to the hospital and they will contact youdirectly to book your appointment by {date*****}. If you have not heardfrom the hospital by this date please contact your referring practicewho will be able to help you. You do not need to make an appointment**** If successfulbooking revert to corecall guidelines.*****2 working days for2WW, 5 working daysfor urgent, 10 workingdays for routineAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 28

Call Guidelines – Patient Streamfor this.OrDefer Date OverdueI am sorry, but I’m still unable to book an appointment for you. Thehospital should have contacted you directly to book your appointment.As you have not heard from them please can you contact yourreferring practice who will be able to help you. You do not need tomake an appointment for this.Where provider has cancelled the referral and noted that theappointment is to be booked outside Choose and Book:I can see from the system that the Hospital are making yourappointment outside of the Choose and Book system and will be intouch with you direct. If you have any concerns in the meantime,please contact your referring practice for assistance.ClosureI am sorry for any inconvenience this is causing you.Thank you for calling {caller’s name}. Goodbye.Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 29

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Call BackCourtesy/ CallhandlerinstructionsOpeningGood Morning/ Afternoon/ Evening, may I speak to (original caller fullname).Thank you.Patient unavailable:I do need to speak with them personally, so I will call again later. Iam sorry for any inconvenience.Thank you, good-bye.Patient available:Good morning/afternoon/evening Mr/Mrs/Miss……………..My name is…………. calling from The NHS Appointments Line.For security reasons could you please confirm your password.Thank you.Deal with reason for calling patientIf patient refuses to give password:I can understand your concern at giving out personal information tosomeone who has called you. Perhaps you could call the telephonenumber on your Appointment Request letter and one of our advisorswill be able to help youIf the patient is notavailable, our detailsor reason for the callmust NOT be advisedImplied use of callersnameConfirm passwordAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 30

Call Guidelines – Patient StreamStage ofCallCall Guidelines - Rejected ReferralCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?I am just checking the details we have for you.If ‘Rejected Booking Alert’ is displayed referring patient to GP:I am sorry (caller name). The hospital has instructed us to refer youback to your GP prior to you attending any appointments. Pleasecontact your GP at the earliest opportunity.You may not need to make an appointment with your GP. ThePractice Manager or receptionist should be able to help you over thetelephone.Once you have spoken to your GP practice and they advise you tobook an appointment, please call us back and we will be happy tohelp.Implied use of caller’snameIf ‘Rejected Booking Alert’ is displayed referring patient to CAS:I am sorry (caller name). The service provider has notified us thatthey will contact you within the next 14 days about your appointment.May I please confirm we have the correct contact details for you.(Use Update person to update contact details). Please keep yourunique booking reference number and password as the provider willask for these when they contact you. If by any chance you have notheard from the provider within the next 14 days please contact yourGP practice.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 31

Call Guidelines – Patient StreamYou may not need to make an appointment with your GP. ThePractice Manager or receptionist should be able to help you over thetelephone.Please ignore any Choose and Book letters that you may receivereminding you to book your appointmentIf patient asked for reason:Unfortunately, I cannot give you the reason as we do not haveaccess to that information, or your confidential medical records.If no alert displayed, proceed to rebook:Refer to script ‘New Booking – One Choice’ or ‘New Booking withChoice Discussion’ if multiple hospitals are listed.Do not divulge anyinformation about thehistory of the referral,the fact that it has beenrejected or why it hasbeen rejected. Callermust discuss this withtheir GP.Where no alert isdisplayed the rejectionhas been addressedand a new appointmentcan be bookedClosureI apologise for the inconvenience this is causing you.Thank you for your call (callers name), good bye.Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 32

Call Guidelines – Patient StreamStage ofCallCall Guidelines - AppointmentCancelled by HospitalCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?I am just checking the details we have for you. (Whilst checkinghistory)If cancelled by hospital:I can see that the hospital have cancelled your appointment.However I can rebook it for you nowIf patient asked for reason:Unfortunately, I cannot give you the reason as we do not haveaccess to that information, or your confidential medical records.Please contact your GP Practice at the earliest opportunity.Use of caller’s nameIf booking not in FutureAppointments – checkhistory - is theappointment OrangeThe earliest appointment is on {Date} at {Time} at {hospitalname/clinic}.Is that suitable for you?I will attempt to book that for youRefer to core guidelinesand continue withbooking/rebooking etcConfirmationTo confirm {caller name} that we have rebooked your appointment at{Hospital/Clinic} on {Date} at {Time}. Your previous booking hasbeen cancelledEnsure that booking hasbeen confirmed onsystemAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 33

Call Guidelines – Patient StreamClosureShould you need to cancel or change your appointment, please callus back on this number. You will need your password and referencenumber. We are open from 8:00 to 8:00 Monday to Friday and 8:00till 4:00 at weekends and Bank Holidays.Thank you for your call (callers name). Good byeAdvise of ContactCentre Opening Times(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 34

Call Guidelines – Patient StreamStage ofCallCall Guidelines – ImpartialityStatementCourtesy/ CallhandlerinstructionsI'm not in a position to make a recommendation, but I can give youas much non clinical information as you need in order for you tomake your choice. Is there any other information you would likewhich I can get for you?If you wish, you can think about the information that I have providedand ring back later to book an appointment.If you have access to the Internet at home or by visiting your locallibrary you will be able to access more choice information atwww.nhs.uk. You can also make your booking on line or call us backto do it for you.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 35

Call Guidelines – Patient StreamStage ofCallCall Guidelines – What is Chooseand BookCourtesy/ CallhandlerinstructionsSince the summer of 2004, Choose and Book has been introducedacross England. It will eventually be available to all patients.Research has shown that patients want to be more involved in makingdecisions and choosing their healthcare. Most of the patients who areoffered a choice of hospital view the experience as positive andvaluable. So, the NHS is changing to give you more choice andflexibility in how you are treated.Choose and Book is one of the first schemes that brings about thischange, allowing you to choose from a range of hospitals as well aschoose a convenient date and time for your first outpatientappointment to see a specialist.How does Choose and Book work?When you and your GP agree that you need an appointment with aspecialist, Choose and Book shows your GP which hospitals or clinicsare available for your treatment. Your GP discusses with you theclinically appropriate options which are available for treating yourmedical condition.What if I want to change providers?If you decide that you do not want to be treated at the hospital whereyou have your first appointment, you can go back to your GP, who willgo through the other options available to youFor frequently asked questions refer to:http://www.nhs.uk/choices/Pages/ChoosingyourhospitalFAQ.aspx#q10Also Department of Health leaflet- Free choice at referralAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 36

Call Guidelines – Patient StreamStage ofCallCall Guidelines – CAS ReferralCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyI see your GP has referred you to a clinical assessment service. Hasyour GP explained to you what this service is?If No:I am just going to read the instructions for this referral and then I willexplain what action you need to take. Do you mind holding the linefor a few moments please?Where the appointment is virtual / dummy:Thank you for holding. I can now explain the appointmentinstructions for this service. You do not need to attend anappointment in person at this stage. Read full instructions to patientWhere an actual appointment is required:You are required to attend an actual appointment. The earliest dateis on {Date} at {Time}Is that suitable for you?I will attempt to book that for youIf successful:Confirm detail back to caller.If not successful:Offer to select different date/time and repeat processDetermine whether anactual appointment isrequiredBook dummyappointment on EBS butdon’t give patient date ortime. Emphasise thatthe patient does notneed to attendappointment in person.Click on Book on EBSSystemClick on Submit on EBSsystemRemind patient to hold ifAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 37

Call Guidelines – Patient StreamConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword.Alternatively:Can I remind you at this stage that you are NOT required to attendthis appointment as it is a clinical assessment only.If caller has any concerns about the telephone appointment, referthem back to the GP surgerysystem is slow torespond with aconfirmation of theappointment beingbookedEnsure that booking hasbeen confirmed onsystem.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your assessment, please callus back on this number. You will need your password and bookingreference number. We are open from 8:00 to 8:00 Monday to Fridayand 8:00 till 4:00 at weekends and Bank Holidays.Thank you for your call (caller name). Good bye.Advise of Contact(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 38

Call Guidelines – Patient StreamStage ofCallCall Guidelines – IBSCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyIf no choice and only IBS listed:I see your GP has referred you to (name and location of hospital andclinic). Unfortunately the National Choose and Book AppointmentsLine are unable to view the appointments at this hospital andtherefore your appointment must be directly booked through thehospitals own booking service.Do you still have your original appointment request form? If so youshould find the relevant telephone number that you need to contacton the first page of your form. I can confirm the telephone numberlisted for that service is…..Answer patient queries as necessary:• Details regarding the hospital/clinic e.g. transport links,parking, star rating & relevant scores: Key Targets, ClinicalFocus, Patient Focus, and Capacity and Capability.If multiple Hospitals listed;Refer to New Booking script Page 8Both the DoS andnhschoices.nhs.uk mustbe used to attempt toanswer patient queries.Where a patientrequests specific clinicalinformation orinformation that isunavailable, you mayneed to refer the patientto the PALS service forthe provider.Closure Thank you for your call (caller name). Good bye. Use of Caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 39

Call Guidelines – Patient StreamStage ofCallCall Guidelines – Alteration of IBSto DBSCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {Caller name}. How can I help you?Call up referral and confirm specialtyI can see that you have an appointment booked, however this hasnot been booked though the National Choose and BookAppointments Line.This has been booked directly though the hospital’s own bookingservice and therefore I am unable to view the original list of hospitalsyour GP selected for you. You will need to contact the hospital directin order to cancel this appointment prior to rebooking.Do you still have your original appointment request form? If so, youshould find the relevant telephone number that you need to contacton the first page of your form. Alternatively I can give you the numbernow.Answer patient queries as necessary:• Details regarding the hospital/clinic e.g. transport links,parking, star rating & relevant scores: Key Targets, ClinicalFocus, Patient Focus, and Capacity and Capability.If patient asks for a recommendation or comment on specificservices, please use the Impartiality statementBoth the Directory ofServices andnhschoices.nhs.uk mustbe used to attempt toanswer patient queries.Where a patientrequests specific clinicalinformation orinformation that isunavailable, you mayneed to refer the patientto the PALS service forthe provider.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 40

Call Guidelines – Patient StreamClosureOnce you have cancelled your current appointment, should you needto call us back, please do so on this number. We are open from 8:00to 8:00 Monday to Friday and 8:00 till 4:00 at weekends and BankHolidays.Thank you for your call (caller name). Good bye.Advise of contact centre(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of Caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 41

Call Guidelines – Patient StreamStage ofCallCall Guidelines – Duplicate ReferralCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyIt would appear that you have more than one referral on the system.If patient aware:Continue with booking as per core script Page 6 or 8.If patient unaware:Check for duplication of referral.Once confirmed duplicate referral:It would appear that there is a duplicate referral that may have beencreated in error, would you like me to remove this from the systemfor you? Check with a Team Leader before deleting any referralIf no:Please remind patient that they may receive 2 reminder letters.If yes:I can confirm that I have removed the duplicate referral for you.Continue with booking as per core script. Page 6If multiple Hospitals listed:Refer to New Booking script Page 8Double check that thespeciality, referring GP& Hospital are the samebefore removing referralfrom the system.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 42

Call Guidelines – Patient StreamConfirmationI can confirm that your appointment has been provisionally booked at{hospital / clinic} on {date} at {time}.The hospital will review your referral in line with their normalprocedures and may send you a written confirmation, although not allhospitals do this. However you can log onto the booking website andprint off a copy at home using your Reference Number andPassword.Ensure that booking hasbeen confirmed onsystem.Ensure appointmentinstructions are read outin fullClosureShould you need to change or cancel your appointment, please callus back on this number. You will need your password and bookingreference number. We are open from 8:00 to 8:00 Monday to Fridayand 8:00 till 4:00 at weekends and Bank Holidays.Thank you for your call (caller name). Good-bye.Advise of ContactCentre Opening Times(08:00 – 20:00 Mon-Fri08:00-16:00 W/E &BH )Use of Caller’s nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 43

Call Guidelines – Patient StreamStage ofCallCall Guidelines – Reminder LetterCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseIdentify NeedAndSatisfy NeedThank you {caller name}. How can I help you?Call up referral and confirm specialtyWhere patient has received a reminder letter:Reminder letters are computer generated and are a requirementfrom the Department of Health.These letters are automatically generated by the Choose and Booksystem when there is a Booking Reference Number with no relatedappointment booked against itYou should receive no more than 2 letters.Please ignore these letters if they are not necessary.Refer to core guidelines and continue with booking/rebooking etcUse of Caller’s nameClosureI apologise for any inconvenience that this may have caused you.Thank you for your call (caller name), good bye.Use of caller nameAppendix 5b Call Guidelines Patient Stream V6.0 29/07/13 44

Call Guidelines – Patient StreamStage ofCallCall Guidelines – Date of DeathEntered in ErrorCourtesy/ CallhandlerinstructionsOpeningThank you for calling The NHS Appointments Line. My name is{First Name}. May I take your name please?Thank you {callers’ name}. Can I please take your booking referencenumber?Use of caller’s nameAuthenticationYour booking reference number is located in section one of yourappointment request form.Thank you. Can I please take your password?Can you spell that for me?Are you ringing for yourself or someone else?If calling for someone else:Please can you confirm the patients full nameDate of Death entered in error:Do not disclose to the patient that this has been entered in error.I am sorry but there appears to be a technical error and I’m unable tobook your appointment at this time. I would therefore suggest thatyou contact your referring practice who will be able to help you. Youdo not need to make an appointment for this.Do not attempt to book an appointmentIf Caller cannot findUBRNConfirm as correctUse of phoneticalphabet. Check loweror upper caseNotify Team Leaderimmediately who willcontact referringpracticeClosureI am sorry for any inconvenience this is causing you. Should youneed to call us again you will need your password and bookingreference number. We are open from 8:00 to 8:00 Monday to Fridayand 8:00 till 4:00 at weekends and Bank Holidays.Use of caller’s nameThank you for your call (callers name). Good-bye.Appendix 5b Call Guidelines Patient Stream V6.0 29/07/13 45