111

Training Manual

Name of Staff Member: ________________________________

Date of Training: ________________________________

TL/Trainers Name: ________________________________

Date Training Completed: __________________

111 Inbox Operating

Please keep this guide with you on every shift until you are fully confident in dealing with these cases and are able to work with minimal supervision.

· On shift, you may be expected to help with the 111 inbox. You will either be on a rota with an allocated time slot, or you will be advised by the Team Leader that you are to support with this task.

· This manual is to supplement a face to face briefing and ongoing on-the-job support and cannot cover every scenario.

· On the call centre desks you will find a list of phone numbers for the 111 offices that send cases to the Badger system so that we can return cases sent in error.

· Please log onto Adastra using your username and password supplied and follow the manual for how to access and instructions.

· At the end of your allocated time or the end of your shift, please let the Team Leader or Team Leader Assistant know if there are any cases that require a handover.

Introduction

The 111 Inbox is designed to capture all calls received from the NHS 111 service, the inbox monitor(s) will check each call to see that it is a Badger call and all information required is on the call. If the call is okay it will be passed to case streaming... Non Badger calls, e.g. Malling Health, out of area, dental and so on will need to be returned to the 111 provider. For calls missing information, such as Lab test calls or HCP calls (ambulance) that require more information an outbound call will have to be made to gather more information.

Click on the 111 Inbox

The 111 call list will now be showing.

The calls listed have all been received from NHS 111. When you have been selected to deal with the 111 calls you will need to review each of the calls that are presented in the 111 inbox before being transferred to the next stage of the pathway. When reviewing the call you will be checking:

· that all of the demographics have been recorded

· The patients name isnt in capitals

· The area is on line 4

· That we cover the GP/Surgery

· The patient is in an area we cover

You should work through the screen from the top. Select your call and double click into the case. You will now be presented with the Patient demographics. (please see the following page)

Explanation to Call Screen & Tabs

Patient demographics screen 111 call information

Event List History 111 Inbox

Edit- to be used to amend inaccurate Patient demographics.

The event list gives a time stamp for each stage of the pathway.

NHS 111 Report: This displays all the Patient demographic information and the details of their symptoms.

Reviewing the Call

111 Inbox: All 111 calls received need to be reviewed before they can be forwarded to the next stage.

The demographics should be checked to ensure we have all the details recorded.

· GP/SurgeryDo we cover the GP/Surgery are they INT

· NameIf the name is in capitals you should change it

· Date of birth

· Contact number

· AddressArea should be on line 4

· Relationship to caller

There will be occasions when the GP is recorded as INT; this may not always be the correct. Call the patient to check their GP/Surgery details. Enter the correct information. This can be done through the 111 Inbox as shown below.

If the patient doesn’t have a GP, or they are visiting relatives or friends they will need to be recorded as INT. Select the correct INT area from the list. If the Patient is from another area record their GP/Surgery details within the blue box. Always check the pts current location in the postcode book to ensure that Badger cover the call.

How to Edit the Call

Double click into the call.

Click on edit.

Enter the correct GP/Surgery information.

If any of the demographics are incorrect the changes should be made through the same process as explained on previous page.

Next Step...

Click on to the 111 Inbox Tab

In the drop down menu you will see a list of case streaming options:

· Lab Results

· Pt deceased- ROD required

· Healthcare Professional call

· Call Reviewed- to be Case Streamed

· Repeat Caller

You must only use one of the ones listed above.

Once you have made your selection it will populate in the box as shown on the next page.

Next click on the appropriate tab as explained in the following section:

Patients Sent with appointment time recorded

Ask the patient or their representative if 111 has provided an appointment time.

Please be aware Badger does not operate an appointment based system, inform patient or representative to attend relevant centre and that patients are seen on a first come first served basis.

Explanation to Call Types

Lab Results: Using the information recorded in the call, contact the hospital. You will need to ask for the lab results and document them within the 111 Inbox Tab. Follow the instructions to do this:

1. Click on the 111 Inbox Tab

2. Select Lab Results from the drop down menu

3. Record the lab results, the name of the person you spoke to and which hospital they are from.

Next click on the Case Streaming tab

The call will now show in the Case Streaming queue.

HealthCare Professional Calls: These calls will be identified within the symptoms box next to the DX code and in the Relationship to Caller field on the demographics screen. Check the call to ensure the necessary information is recorded; the reason for the call and how long they have had it. If this information has not been documented, you must call the HCP who made the call to ask for the information. This can be added by following the instructions as explained in lab results. Once it is all complete select Healthcare Professional Call from the drop down menu. You should then click on the Case Streaming button. The call will now be in the Case Streaming queue.

Not our Patient Calls: if when checking the call it is not one of our Patients, for example; they are from the wrong area, the call should have gone to another out of hour’s provider, dentist call. Select N.O.P from the drop down menu then click on the N.O.P button on the right hand side of the screen. A case question screen will now be populated.

This screen will prompt you to contact NHS 111.

In the box you must record who you have spoken to their name and role.

Once you have made the call and informed them you can tick to confirm you have called NHS 111.

Click on Next

Click on next

Click on Next

The case will now close.

Deceased Patients: If a call comes through for a patient who requires recognition of death to be carried out you should firstly call the family. Advise that they will be receiving a home visit from a Doctor.

Once you have done this you should document in the blue box. “Called to advise……. a Dr will be visiting.”

Next select PT Deceased-ROD required from the drop down menu. Click on Despatch which is on the right hand side of the screen.

The call will now be waiting in the Despatch queue and will show as a home visit.

Repeat Caller: Called more than three times. These usually come without clinical information or a pathways triage (like lab tests and HCP calls) The 111 inbox monitor needs to ring the caller to gather the usual clinical information. Select Repeat Caller from the drop down menu; document the information and the name of the person you have spoken to. You should now click on the Case Streaming tab. The call will now be in the Case Streaming.

All other Calls: Once the call has been reviewed (as explained on page 5) and you are happy with the information, select Call Reviewed-To be Case Streamed from the drop down menu.

Next: Click on the Case Streaming tab. The call will now be in the Case Streaming.

Summary of how the calls should be handled.

Lab Results

Complete results- Select Case Streaming

Healthcare Professional Call

Record symptoms information and select Healthcare Professional- Case Streaming

Repeat Caller

Call the Patient, record symptom and duration-Select Case Streaming

Not our Patient

Select N.O.P

Deceased – R.O.D Required

Call the family, document and select Despatch

All other calls

Review call and Select Case Streaming

111 Inbox Operating

Please use this page to make notes within your training, write down questions and record any reflections or observations.

Action Planning and Sign-off

Module 4 – 111 Inbox Operating

Action Planning

Action Required

Responsible Person

Timeframe

Completed

Date

Sign-off

Please obtain signatures confirming that you are now able to work independently on this module.

Date: ……………………………………………………..

Staff member (Full name): ………………………………………………….……..

Staff member signature: ………………………………………………….…….…….

Trainer/TL (Full name): ………………………………………………………………..

Trainer/ TL Signature: …………………………………………..…….…….…….……

Author or DepartmentIssue DateVersionDocument RefApproved ByApproval DateNext ReviewPage 1Training TeamAugust 2020V1.0TM-M-004S ParmarAugust 2020August 2021

2