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Reviewing referrals using the 'Request Admin to Rebook' function - NHS e-Referral Service

Guidance for Service Providers on how to use the 'Request Admin to Rebook' function within the NHS e-Referral Service.

Introduction

In September 2020, the 'Retain Appointment, Rebook Later' (RARL) functionality was removed from e-RS. Research had identified that, in many cases, this function was not being used for the intended purposes. 

However, when reviewing referrals, providers now have the new option to review their referrals and pass on instructions to their admin teams to rebook referrals. 


What action is needed?

All service providers must consider how they will now manage referrals since the removal of the RARL option.

An effective replacement process should be initiated to prevent any delay to patient care. 


What are my options?

The 'Request Admin to Rebook' function is now available in e-RS.

This allows providers to review referrals from the Referrals for Review worklist and request the appointment to be rebooked.

This option allows clinicians to review their referrals and pass on instructions to their admin teams to rebook referrals. 


How does the 'Request Admin to Rebook' function work?

Once the referral is reviewed (from the Referrals for Review worklist) and a decision made that a different appointment/service is needed for the patient, select Request Admin to Rebook in the Review Referral Summary screen.

Screenshot of Request admin to rebook button

A Record Triage Outcome box appears with the Triage Outcome field displaying 'Cancel appointment, admin to rebook'. 

Screenshot of record triage outcome box

The priority of the appointment can be changed using the drop-down box. 

Instructions must be entered into the comments field. 

Supporting information can be added to the referral using the Add Attachment link.

Screenshot of box with Add Attachment link

Complete the review by selecting the Submit button. This will cancel the appointment.

This will return the user to the Review Referral Summary screen. e-RS will automatically show the next UBRN on the worklist for review, as it does currently. 

Once submitted, the referral will be removed from the Referrals for Review worklist. The referral can be found on the Appointments for Booking worklist with a status of 'Triaged - appt cancelled, see comments'. This status will also be available to filter by in the Reason field. 

Screenshot of Appointments for Booking box and highlighting the Reason dropdown list

To action this referral the admin will select the UBRN from the Appointments for Booking worklist and select Update/Book from the action reveal. 

Screenshot of Appointments for Booking box and highlighting where to update or book

Note: this functionality is the same as when actioning an Appointment Slot Issue (ASI) or Referral Assessment Service (RAS) request from the Appointments for Booking worklist. 

When using the patient enquiry, any referrals that have been selected for admin to rebook and are awaiting action, will appear with the 'Triaged - appt cancelled, see comments' referral status. 

Screenshot of Triage Appointment Cancelled box

Please remember, completing the steps above will cancel the booked appointment, so it is important that provider teams action these in a timely way, to avoid confusion for patients. 

Last edited: 8 September 2021 2:40 pm