Repeat Caller Service

All IT systems used for receiving initial urgent care encounters must have connectivity to the Repeat Caller Service.

Systems should support both Repeat Caller Queries and Clinical Data Architecture (CDA) document submissions of completed encounters.

Any system managing people making first contact with Integrated Urgent Care should query the Repeat Caller Service to identify if that person has previously contacted the Integrated Urgent Care service.

If a caller's identity has been verified against the PDS, their NHS Number should be included in the query and will be used as the primary search term.

If a person's identity has not been verified against the PDS, their NHS Number should not be included within the query - the query should only include recorded demographic details.

If a person is identified as having called twice previously within the last 96 hours, they should be transferred to a clinician as a minimum level of priority (anything of a higher priority should be followed).

When an encounter is completed, a CDA document should be submitted to the Repeat Caller Service.

If a submission attempt is unsuccessful, the system must continue trying to submit the document for 96 hours.

Systems should continue to retry the submission, unless the queued submission is explicitly removed from the submission queue by a user.

Systems should provide the ability to disable Repeat Caller Service queries when necessary.

If Repeat Caller Service queries are disabled, the system should always prompt the user to confirm whether the caller has called before to establish whether they are a repeat caller.

The following settings should be configurable in the system without requiring new development/releases:

• the ability to enable and disable Repeat Caller Service interactions
• endpoint URLs for the Repeat Caller Service - endpoints for submissions and queries should be separately configured

Retry logic

If a submission attempt is unsuccessful, the submission should be queued to retry the submission.

Systems should continue to retry the submission until a reasonable number of attempts have failed, or until submission is removed from the queue by a user.

Systems should implement retry logic which increases the amount of time between retries with each subsequent retry.

Monitoring

Systems should notify users to failed submissions, and provide them with appropriate tools to monitor and respond to issues.