Overview of the contact request handling process

Based on an overall assessment that includes information supplied by the patient, professional interface recommendations, and the medical history in the patient health record, the patient can be directed to correct treatment from the start. This means, for example, self-care instructions, prescription writing (which requires a doctor’s consultation), being referred to a physiotherapist or a diabetes specialist nurse, or similar, for assessment, or following other care pathways and practices in place in the unit. A common practice is to consult a doctor about the patient’s case, and to establish the tests to be run before a doctor’s appointment. The professional interface enables you to simultaneously schedule the tests and book a suitable appointment time for the patient, who then comes to the appointment with the initial tests completed. This saves a considerable amount of working time, and the patient does not need multiple appointments.

The “Direct to another unit” function enables you to transfer the case to another unit or resource. This also enables the centralised management of electronic contact requests and their redirection. For example, one of these units could be an MSK unit, to which patients requiring physiotherapy or a consultation with a physiotherapist can be directed, based on the first assessment. This function also enables the use of other care pathways and practices within the organisation.