SystmOne Out of Hours
Call Centre and Primary Care Centre
To arrange a SystmOne demonstration at your workplace, please click here.
SystmOne Out of Hours Call Centre & Primary Care Centre have been developed in conjunction with staff working in the NHS today. The software supports both clinical and administrative work processes as well as patient management, creating a seamless patient journey from the moment the patient contacts the Out of Hours (OOH) service to the moment their care is passed back to the GP.
As use of SystmOne is widespread in primary care, users of SystmOne in an Out of Hours setting have the potential to access a full detailed patient record, providing them with a full patient history upon which clinical decisions can be based. Better access to information results in better patient care.
Staff at the call centre can manage the booking of appointments and pass cases to a number of Primary Care Centres (PCCs). Staff at PCCs can see all information gathered at the Call Centre, plus any previous OOH encounters, and can progress care, performing consultations or managing transport and home visits.
SystmOne supports patients accessing the service through NHS Direct or as walk-in patients at a PCC. SystmOne also flags special cases, such as palliative care or safe haven patients and prisoners, to ensure that the correct care pathways are followed.
Record access
Where the patient has an existing record on SystmOne, their consent is sought to view it. Having access to a patient's medical history is essential to clinical decision making, for example, giving the clinician information on current medications and allergies.
Patient journey
A patient journey through a contact with Out of Hours might cover the following:
- Patient contacts NHS Direct.
- NHS Direct passes the case to SystmOne OOH Call Centre.
- Call Centre staff progress the case, e.g. matching to an existing SystmOne/Spine record, conducting a telephone consultation with a GP, booking an appointment for a face-to-face consultation, passing it directly to a PCC, or closing the Case.
- Patient attends for their appointment at the PCC (possibly using transport provided by the service), or is seen at home by a Mobile GP.
- Patient's consultation is recorded by the clinician on SystmOne (at PCC or on a mobile laptop).
- The OOH case is closed. Details of the contact are sent to the GP via a Task if the GP uses SystmOne or via a DTS message/fax if the GP uses another clinical system.
Home visits
Where a patient cannot attend a PCC, a GP can visit them at their home. Using SystmOne on a laptop, the GP has real-time access to their case list and to the patient record. All timings are recorded and the GP can add the consultation directly to the patient's record.
OOH notifications to GPs
All OOH Incident Report Notifications are managed through SystmOne, whether they are sent electronically to GPs who also use SystmOne, or via DTS messaging/fax to those who don't.
Users can see the progress of these notifications and can easily manage any message failures to ensure that all GPs receive the reports.
Workflow
SystmOne allows users to see at a glance where patients are and what status their case has been given. All active cases can be managed from the same screen.
Reporting
SystmOne allows Out of Hours services to report on activity in the organisation. Exceptions can be recorded against cases to give clarity where target times have not been met.
The Case Outcomes Report provides all of the information the service needs to submit regarding Key Performance Indicators.
SystmOne's user-friendly reporting interface makes it simple to set up even the most complex reports. A comprehensive library of pre-defined reports is also supplied for users to build on. Accurate reports can be run at any time, without impacting on the rest of the organisation, and the results can be broken down for easy analysis.
Linked organisations
Where several PCCs are linked, it is possible to view and report on cases at all of the linked PCCs.
More information
Please click here to read our news story about the launch of this product.
To arrange a SystmOne demonstration at your workplace, please click here.
Interested organisations can call TPP's Customer Relationship Managers on 0113 20 500 83.
